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Cassava Enterprises took £3000

Discussion in 'Casino Complaints - Non-Bonus Issues' started by JENNY24, Aug 29, 2017.

    Aug 29, 2017
  1. JENNY24

    JENNY24 Newbie member

    Location:
    NA
    Hi all,

    wondering if I can get some advice please.

    I joined a Cassava Enterprises website and deposited £2000, I lost that money which was fair enough, the next week I placed a further deposit of £1000 to stupidly try and get my money back, I know its not a good idea but it was eating away at me that I lost 2k in previous week.

    I played some slot machines and had big win on a slot machine of £1000, I then played card games until I reached my £3000 target, I was just over so I had £3050 in my account now.

    So I withdraw the £3000 and left £50 in my account as I was just happy to have won my money back and was keeping the £50 to play other games later on.


    3 days later I get a email from Cassava Enterprises security team telling me I had been banned previously, 3 years ago for bonus abuse and that they are refusing my withdrawal on that bases.

    I had honestly forgot about this and the site they mention was a bingo site that I only played on 2 times and had totally forgot about.


    Can they legally do this? all I want is my deposit back, but they are saying its winnings and are confiscating them even though its the total I had deposited only a week before.


    In my angry and frustration, I rang my bank and told them I never done all the deposits, as I thought if I said I gave permission that I would have no chance of getting the funds back.

    The bank said they will need to do further checks, what are my chances of getting the funds back?


    I am so stressed about all this, its making me ill, I am 3 months pregnant and do not need the added stress but I really did not know what else to do, my friend advised me to just tell the bank you did not do the transactions but now I think I made a big mistake and keep worrying the Police will arrest me?

    It is Halifax bank, I been with them since 16 and now worried they will black list me and have me arrested as they asked me if it is ok to inform the Police.

    I now fell out with my friend over the advice as my head is all over the place right now, the Doctor has told me the added stress is not going for me but I cant stop myself from worrying.

    All I want is what was owed to me and I wouldn't even of tried to charge back if they just gave me back my deposits, I would not even of disputed this if I had genuinely lost all that money.

    Please help.

    Jenny :(
     
  2. Aug 29, 2017
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Are you in the UK?

    If so I'm pretty sure you can get back your deposits. Main reason they shouldn't accept them in the first place if previously banned etc.

    Wouldn't say otherwise as to raise false hopes but I'm pretty confident on this one. May not fall under the 'self exclusion' umbrella but think we in UK are protected from this sort of thing by new UKCG rulings.

    Sit tight for this evening and await some more members responses but I think you'll be ok on this one, seriously hoping so anyway.

    Hate this group - Please never play there again!

    Good luck and enjoy the pregnancy :thumbsup:

    PS: Be TRUTHFUL throughout, forget the made up bits - That's the part which will cause you added stress, the fear of being caught out.

    Honesty is the best policy and the best chance of getting back your deposits.
     
    snorky510238 likes this.
  4. Aug 29, 2017
  5. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    Funnily enough, I've just been bonus-banned today. Although it's from a different casino group, they ended their email with this sentence...

    If you attempt to open up any accounts on the network all transactions will be voided and deposits returned to you and accounts terminated. A list of sites can be seen by following this link.........


    So I would assume it some kind of legal requirement of a UKGC license.


    Cassava are probably hoping their customers don't bother to look at licensing rules.
     
  6. Aug 29, 2017
  7. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    I am afraid cassava are very untrustworthy. Just do a search on the forum. They confiscate monies and the rules change to suit them. They won't speak to a 3rd party so no.pab. Avoid in future.
     
  8. Aug 29, 2017
  9. ReggieMac

    ReggieMac Experienced Member

    Occupation:
    Senior Software Developer
    Location:
    UK
    You are dealing with probably the worst group possible in Cassava for the confiscation of winnings, that is unfortunate. However, as previously stated, they should at least return all of your deposits but that does not mean that they wont try it on! I have had unpleasant dealings with 888 who belong to this group and they are bloody awful to deal with, good luck, I hope you get your money back.
     
  10. Aug 29, 2017
  11. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    Duplicate post whoops
     
  12. Aug 29, 2017
  13. JENNY24

    JENNY24 Newbie member

    Location:
    NA
    Thank you for all your replies, I really appreciate it.

    Yes I am in the UK.


    Cassava Enterprises are refusing to now speak to me since I informed them of what actions I had taken due to the refusal to give my funds back, they also refused to give me a telephone number, said I could only commutate via email, they said if I dispute charges they would provide evidence of my deposits, the person was very abrupt and would not answer most of my questions.

    My main concern is if they prove I made the deposits where do I go from there? they have my address details although I sent no ID

    The bank has told me that they have refunded me but if they find if favour of Cassava Enterprises that they will take the money back, so not had my funds back as its still being looked into, So its the banks money not mine? not sure where the refund comes from the bank or from Cassava Enterprises?

    Should I open a new bank account and transfer the money should it not go in my favour?

    Cassava Enterprises last communication when they would bother to reply, said they sent me an email 3 years ago to state that if I opened an account with any other Cassava Enterprises website they can legally confiscate my winnings and do not have to return any deposits.

    I could not even remember it as it was a site I had only used a couple of times for bingo.

    I use casino sites a lot, this is first time I had need to complain or ever disputed a transaction.

    But it does not look good for me as bank can see I use numerous gambling sites in the past few years.


    I am angry with Cassava Enterprises as the money was in the account so its not like they lost anything, but it seems they are determined to keep them.

    Thank you for all your help and advice


    Jenny
     
  14. Aug 30, 2017
  15. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    Cassava Enterprises (888) are currently being investigated by the UK Gambling Commission and in recent months they have cracked down on responsible gambling and bonus abuse.

    If you feel strongly that you have a case, you can file a complaint with their nominated ADR who are 'eCOGRA' or you can use the Player’s ArBitration service here at Casinomeister: https://www.casinomeister.com/casino-complaints
     
  16. Aug 30, 2017
  17. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Sorry to hear about all your problems.

    But to answer the one fear about the bank. Yes they will very easily be able to prove you made the deposits to the casino if they want to.

    What the bank decides to do after i have no idea.

    Maybe it is time you went to bank showing them that you made the deposits and won them back and show the proof that the casino would not give you the money and that is why you disputed the transactions.

    Noone seems to want to mention in replies anything about the bank. But seriously going to your bank and lying that you had £3000 stole from your account that you never knew about was crazy.

    You have contacted the casino many times giving them all the proof they need for your bank. Sorry but whether the casino is right or wrong is irrelevant to the bank as what you have just done is fraud in the banks eyes.

    Whether they pursue the matter or not is up to the bank. But i would honestly be looking at getting some proper advice.
     
  18. Aug 30, 2017
  19. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    I may be wrong but I don't think a PAB can be done on cassava casinos as they refuse to talk to a 3rd party
     
  20. Aug 30, 2017
  21. ReggieMac

    ReggieMac Experienced Member

    Occupation:
    Senior Software Developer
    Location:
    UK
    That is correct and, from my experience, eCOGRA are absolutely useless and will usually side with the casino anyway and still not tell you why!
     
  22. Aug 30, 2017
  23. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I'm no expert on this, but I think they do not have the right to keep deposits from a banned player.
    A lot have things have changed in the last 3 years - not least UK gambling laws, which I pretty sure will be on your side in this case.

    KK
     
  24. Aug 30, 2017
  25. JENNY24

    JENNY24 Newbie member

    Location:
    NA
    Update:

    I Spoke to Halifax today, my bank and let them know the full story, they taken the refund back for now because I admitted they were mine, I explained why I was worried and did not know what else too do, the man was understanding and not judgemental which helped.

    He said that they will need to speak to Cassava about this all again, he said with gambling transactions they do get lot of people claiming fraud when if reality its money they lost, if this is the case please let me know now, I made it clear what happened, after I told him, he said he cant promise that he will be able to get any money back but they will speak to Cassava Enterprises again :( he sympathised and thought it was wrong but once he speaks to his supervisor and Cassava so he can let me know what the full outcome will be, as he was not sure legally where I stood so needed further advice.

    He did more or less say that they were planning to take the refund back because all the details matched, so it was good that I come clean in the end.

    I hate how Cassava have made me originally lie for money that is mine, I don't want any winnings, just my original deposits that is actually sitting in that account.

    Also reported Cassava to the UK gambling commission and eCOGRA

    After finding this great forum It seems Cassava Enterprises is one to be avoided and not trusted, wish I had known before hand.

    I didn't even realise that they had so many sites, that a person could easily make a mistake and join another Cassava Enterprises website without knowing.

    Ill never make that mistake again, the tactics and treatment from them as been appalling and I feel what they have done is illegal.

    I fired off more email to them today, although they now seem to just be ignoring them all, so I am now £3000 down again for now.




    Thank you for everyone's help and advise.
     
  26. Aug 30, 2017
  27. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Glad you went to bank.

    Hope one way or another you get the money back.

    The bank was always going to find out you made the deposits so at least you do not have the added stress of whether they will charge you with fraud or not.
     
  28. Aug 31, 2017
  29. Webzcas

    Webzcas Winter is Coming!

    Occupation:
    Webmaster
    Location:
    Block S25, South Stand, Ashton Gate, BS3
    Well 888 have just received a massive slap and fine from the UKGC. Based on player experiences similar to yours. Online gambling firm 888 faces record £7.8m penalty
    You must register/login in order to see the link.
     
    snorky510238 likes this.
  30. Aug 31, 2017
  31. ReggieMac

    ReggieMac Experienced Member

    Occupation:
    Senior Software Developer
    Location:
    UK
    I am so happy to read this! Pity it was not 100x this amount as this is just petty cash to a rogue outfit such as 888, they will most likely recoup that amount in a couple of hours. Would have been better to revoke their licence as that is the only possible deterrent for outfits like this.
     
    snorky510238 likes this.
  32. Aug 31, 2017
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Jenny,

    That one sentence alone is enough to toss them into the rogue pit.

    I'm sorry you had to deal with this nasty behavior from one of the most predatory casinos out there. Years ago - like in 1999 - they were decent, but in the past 15 years or so, they went to hell. Their casino managers are the worst, and they confiscate winnings from players who had no idea that they had played at one of their white labels - which is what probably happened to you.

    In most cases, players do not know which casinos are 888.com connected casinos. This has been an ongoing problem with them.

    The only reason why they are a seemingly huge outfit is because of the deep pockets they have for marketing. You will find that most players loath 888.com - for instance, our membership.

    They have a review here: 888.com review. They have been in the grey Zone category for some time. But I feel this justifies a "rogue" listing.

    Thanks for joining us. I wish it was under better circumstances. :D
     
    Betreels Casino and dunover like this.
  34. Aug 31, 2017
  35. ReggieMac

    ReggieMac Experienced Member

    Occupation:
    Senior Software Developer
    Location:
    UK
    Please, please, please put them in the rogue section so as to help others avoid getting stung by these parasites. :notworthy
     
  36. Aug 31, 2017
  37. ReggieMac

    ReggieMac Experienced Member

    Occupation:
    Senior Software Developer
    Location:
    UK
    Blimey that was quick "888 Casino - Rogue", nice one, thanks. :thumbsup:
     
  38. Jan 17, 2018
  39. Rossco37

    Rossco37 Newbie member

    Occupation:
    Online Marketer
    Location:
    Scotland

    Hi Jenny. I haven't visited Casinomeister in a while, so have only just seen this.

    This is a very similar situation to mine. Way back in 2012, I joined a Cassava run Bingo site. One evening, I decided to try my luck on one of their 'side games', namely, roulette. To my sheer joy & amazement, I managed turn £500 into £22,850.00! Naturally I withdrew the lot. However, in order to withdraw such an amount, I had to contact them via email, so I did. A couple of days had passed and I hadn't heard anything. So I decided to call them. Spoke to a pleasant lady on the phone who assured me my withdrawal had been processed and that I should shortly receive an email confirming that. The email never arrived. Anyway (I'll try & keep this short), a couple more days had passed and I still hadn't heard anything. So I called again, only this time to be told that their 'security department' (Cassava) were looking into my account as they found some 'irregularities' I asked what they were but they couldn't or wouldn't tell me, just to expect an email shortly. I received said email less than one hour after the phone call. It was from someone called Bernard. Bernard advised me that I had opened multiple accounts with the bingo site in question which in turn breached their T's & C's and so my withdrawal would now not be honored and that the matter was now closed.

    The multiple accounts accusation was absolute nonsense! To cut a long story short, I emailed them multiple times, telephoned three or four, and even complained to the gambling commission. NOTHING was done. All emails were replied in the same manner as the first concluding with "This matter is now closed" My telephone calls were NEVER answered. Worst of all and to my sheer horror, the gambling commission simply did not want to know! and simply sided with Cassava....Absolutely disgusting! I've moved on from that debacle and put it down to a very harsh lesson learnt. I am now extremely careful who I chose to gamble with. Thankfully, there are many reputable companies out there, and one things for sure, I wont be joining any bingo sites anytime soon.

    Sorry to hijack your post Jenny, but when I read about your experience, I just had to share mine. I made some noise on other forums at the time. Just wanted to let you know you are not alone. What they stole from me was life changing. 3k is no small change either. I just wonder if anythings changed.

    By the way, did the bank get the deposits back?

    Regards,

    Ross.
     
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