Cassava BIG problem

[rokker69]

hello everyone, im sorry to make my first post here in a complain section but i need to tell everyone what happened to me since i believe im being badly abused.

Recently i played pacificpoker and casino games, all went good until i played low money and losed somenthing.

My problem happened when i started play hard on blackjack and poker and happened that i won a considerable amount of money.

In the day i had to receive my money i found out my account blocked and after some phone calls and email i received an email from them telling me they found some issues on my account regarding bonus points and for that they are doing an investigation.

I continue email them to receive at least information..and most important the payment on my credits.

As result i had no reply and my account is still blocked...

I wander if is possible to do somenthing about this kind of issues.

Facts is that im banned from their poker room and casino, and with no explanation about it, also they didnt pay my credits.

Just to let everyone know and avoid to win and play hard...since thats what you get in return.( ban no win and no payment )

Thank you all for your attention
Any kind of help would be appreciated.
Regards

 

[rokker69]

Seem noone is insterested in knowing this kind of problem...
But to be more precise im talking about 25k dollars..yes 25.000 dollars payd with this email :

I am Sxxxxx from the Operations Department at Cassava Enterprises
(Gibraltar) Ltd.

Cassava Enterprises manages operational services for Pacific Poker. I am
contacting you with regards to your account with the username
"Rokker69".

Lorenzo, further to your email I can advise you that the investigation
centers on two areas, your game-play and the bonus points conversion,
whereby bonus points are converted to money.

I would ask again that if you have noticed anything unusual as regards
these areas you should provide us with that information as it will
enable us to bring this matter to a swift conclusion.

Thank you for your patience and co-operation in this matter.

Kind regards,


Well i hope someone here put him in my pants and understand how i feel about all of this.

Bye all...
No more hopes.

 

[Nifty29]

Hi there

I dont think that nobody is interested - I think the issue is that you havent really provided a lot of detail.

The only think I could see is that maybe you shouldnt have played blackjack...was there a bonus involved? However, it isnt usual to lock someones account if they withdraw before clearing a bonus - its usually something more serious.

The only recourse you have is to PAB, but I seem to remember some Cassava properties on the no-can-do list so you might have to look into it.

Heres the link:

https://www.casinomeister.com/player-arbitration-pab/

 

[rokker69]

Sorry i dont understand..

I shouldnt have played blackjack ?

Thank you for your reply anyway...but still all the details i got are there.

I only had this email, and no other reply no other explanations.

I played poker, blackjack and withdraw the loyalty bonus they provide on pacific poker, as far as i know there is no rule in playng any game there (i wander why i shouldnt have played BJ) .

And i didnt use any special bonus beside the "loyalty bonus" they give each time you play an hand.

I hope to have more detail but it all depends on cassava..since all i got is here...

Bye,
Thanks again for attention.

P.S.
Any tip on where to look to find the "no-can-do list" ?

thank you again

 

[maxd]

Hello, Max Drayman writing, I'm the Player Grievance Manager at Casinomeister.com. I handle the Pitch-A-Bitch complaints, like the one you submitted two days ago.

You should read the Pitch-A-Bitch FAQ because you will see in there that it is not acceptable to have an active thread in the forums and an active PAB on the same issue. The bottom line is you have to choose: this thread in the forums or the PAB, not both.

As to your other question ... this is where you'll find the "No Can Do" List. FWIW, Pacific Poker is not on that list.

Let me know which you choose, this thread or your PAB.

Regards,
Max.

 

[rokker69]

I prefer the PAB and sorry for opening a thread here when was not allowed.
I also got another email explaining their position that arrived me today.

I dont know where to put it to show what they said happened.

Thank you

 

[maxd]

I also got another email explaining their position that arrived me today.

I dont know where to put it to show what they said happened.

It sounds like it is directly related to the PAB so email it to me max.drayman@casinomeister.com

 

[maxd]

Turns out the OP had filed an eCOGRA complaint. In the process of their investigating this issue it turned out the OP had played with funds which had been mistakenly deposited in their account. The play records show that they were fully aware of the mistake and tried to exploit it. The following Terms apply:

IN THE EVENT OF SYSTEMS OR COMMUNICATIONS ERRORS, BUGS OR VIRUSES RELATING TO ACCOUNT SETTLEMENT OR OTHER ELEMENTS OF THE SERVICES OR RESULTING IN LOSS OF DATA BY YOU OR ANY OTHER DAMAGE TO YOUR COMPUTER EQUIPMENT OR SOFTWARE, THE COMPANY SHALL IN NO WAY BE LIABLE TO YOU AND THE COMPANY RESERVES THE RIGHT TO VOID ALL GAMES IN QUESTION AND TAKE ANY OTHER ACTION TO CORRECT SUCH ERRORS SAVE THAT THE COMPANY IS NOT REQUIRED TO PROVIDE ANY BACK UP NETWORK AND/OR SYSTEMS OR SIMILAR SERVICES.

The OP was fully informed of what had been done and why.

We support eCOGRA's ruling that the OP's complaint is not valid.

Case closed.