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Casino Complaint 777.com not paying my winnings

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Gorters, Jan 13, 2016.

    Jan 13, 2016
  1. Gorters

    Gorters Newbie member

    Occupation:
    -
    Location:
    The Netherlands
    Yesterday I had some huge winnings and did a withdrawal at 777.com.
    After uploading my ID I got the following message from Cassava Operations Team at 888 Casino: “this account is related to other accounts that have been closed by our Department for security reasons, we have temporarily suspended your membership at 777.com”

    I realized I had closed an account at 888.com back in 2012 and asked them to re-open it in 2013, but I never complete the reactivation process at the time of my request. I did not realize 777 is the same as 888.

    Because I was once self excluded at 888.com, 777.com can’t pay my winnings ( over 46K ) due to there policy, they only want to pay my deposits!

    Is this just bad luck?
     
  2. Jan 13, 2016
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
  4. Jan 13, 2016
  5. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    I had a similar thing with Cassava. I tried Wink Bingo (a Cassava site), didn't like it so closed the account. Several months pass and I got an e-mail asking if I wanted to re-open the account as the closure had lapsed - I didn't respond as bingo wasn't really my thing and didn't want to play there. Later, I opened a casino account (Secret Slots) with another 888 site, won, and tried to withdraw. Much the same as you had encountered, they forfeited the winnings citing the excuse I had excluded at another of their sites. The argument begins!

    I e-mailed them on a regular basis and was forever passed around with standard responses rejecting my request for my withdrawal, namely my closed account at Wink Bingo was the problem. I asked them to re-open this account if that was the problem, to which I was told the account will not be re-opened due to their responsible gaming policy (I do not have a gambling issue, just didn't want a bingo account!!) and that the closure stands, despite them asking if I wanted it re-opened prior to my win!

    Naturally unhappy with this, I e-mailed higher up the chain at 888/Cassava and kept a diarised register of what had been said/agreed. I did eventually get my winnings, but be prepared for a battle and ensure you are familiar with T&C's and that you haven't breached any.

    Probably the best contacts to fight your case are:

    This email is not visible to you.
    This email is not visible to you.

    but I also had contact with:

    This email is not visible to you.
     
  6. Jan 13, 2016
  7. Gorters

    Gorters Newbie member

    Occupation:
    -
    Location:
    The Netherlands
    Thanks Richy! :thumbsup:
     

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