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Bonus Complaint 'Cassava' Group Stole My £2,000 Winnings

Discussion in 'Casino Complaints - Bonus Issues' started by nannyjilly, Feb 7, 2011.

Tags:
    Feb 7, 2011
  1. nannyjilly

    nannyjilly Dormant account PABnononaccred PABnonaccred

    Occupation:
    Nurse
    Location:
    Romford
    Hey, I signed up here a while ago and forgot about it. I am on holiday at the moment and my son just suggested here might be able to help me!

    I signed up to 888 casino (who can argue with Shane Warne?:D) and lost some money just before xmas, then after that I kept on getting emails/popups to sign up at other casinos with the promise of bonuses for my first deposit!

    The first one was SpinWin, I played the games I was allowed to play, finished their 'rollover' and I won about £1000 I think, so I thought that was great obviously, just before xmas too!

    Whilst waiting for my winnings to be paid to me, another offer came up for Eurocity, after being massively up I got brave and started to bet big, and managed to get my balance up to around just under €2k!! I had to finish their 'rollover' thing again, but when I went to sign in the next day my account was blocked!

    After loads of emails/calls and advice from my friend who works for a lawyers, (who said they have no right to take my winnings if I followed their rules) I was told that as I have signed up to casinos in the same group, they will not be paying me any of my winnings! Even though they bombarded me with emails/popups telling me to sign up!

    Surely this is bordering on criminal? They quoted me this term;

    In the event that the Company believes a user of the Service is abusing or attempting to abuse a bonus or other promotion, or is likely to benefit through abuse or lack of good faith from a gambling policy adopted by the Company, then the Company may, at its sole discretion, deny, withhold or withdraw from any user any bonus or promotion, or rescind any policy with respect to that user, either temporarily or permanently, or terminate that user's access to the Services and/or block that user's account.

    So that was my Christmas ruined. I stupidly lost money at another site not even considering I wouldn't be paid. :(

    Has anyone sued this company before? In British law you cannot enforce ambiguous terms like this that are unfair.
    Shane has let me down big time. :(
     
  2. Feb 7, 2011
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Strongly suggest you have a look at our Pitch a Bitch service: see the Pitch-A-Bitch FAQ for important information and advice on the PAB process.

    Once you fill out the Pitch-A-Bitch form I will have the details I need to send a formal complaint to them.

    Another good reason to do this is that 888 are currently being evaluated for Accreditation on this site, which means were keen to hear about any player issues they may be having. Although yours isn't directly related to 888 they are obviously connected to the other casinos.

    The Pitch-A-Bitch service is free of charge to all Casinomeister.com members. I hope you will find it suitable to your needs.

    Regards,
    Max Drayman
    Casinomeister.com, Player Grievance Manager
     
    1 person likes this.
  4. Feb 7, 2011
  5. Rachel888

    Rachel888 Dormant account

    Occupation:
    Account Manager
    Location:
    Herzliyah, Tel Aviv, Israel, Israel
    Hi Nannyjilly,

    can you please pm me or email me all your details and I will look into this for you.

    Username, First name, Last name, location and email address you registered with.

    Kind Regards,
    Rachel
     
  6. Feb 7, 2011
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    :D Or you can contact Rachel first and she if she can help you out. That's the best route, and likely to be the quickest, by far.
     
    1 person likes this.
  8. Feb 7, 2011
  9. nannyjilly

    nannyjilly Dormant account PABnononaccred PABnonaccred

    Occupation:
    Nurse
    Location:
    Romford
    Wow, wasn't expecting such a quick reply!
    Looks like I posted this just at the right time, thanks Max.

    Ok Rachel I will PM you now.

    Once again, thanks Max. :thumbsup:
     
  10. Feb 7, 2011
  11. nannyjilly

    nannyjilly Dormant account PABnononaccred PABnonaccred

    Occupation:
    Nurse
    Location:
    Romford
    Well the rep has got back to me and unfortunately she can't do anything - I broke no terms, they just don't want to pay me.

    So it seems the Cassava (888) group like to throw ambiguous terms at you if you happen to win.

    This seems to contravene the Casinomeister terms for a casino to be accredited, (Must not confiscate winnings for vague & unclear reasons, such as "irregular playing patterns" or "bonus abuse", without specific T&C violations.) so it looks like they will not be.

    On the bright side at least I have found this site, and the casinos that will pay me if I happen to win, which is more that what I had a few weeks ago. :oops:
     
  12. Feb 7, 2011
  13. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    I can`t understand why there should be a problem to sign up at differents casinos in the same group. Sometimes the casino group will encourage this.

    For example, I use Betsson. Betsson operates casinos like CasinoEuro, CherryCasino, Norgesautomaten (Norwegian casino) and some more. It has never been a problem for me to be a customer in both Betsson and CasinoEuro.

    If the reason for holding back your winning, is "because you have signed up to casinos in the same group". Then it sounds a bit rougish to me. Unless its stated in their T&C
     
    1 person likes this.
  14. Feb 8, 2011
  15. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    Usually you can have accounts at multiple casinos in one group, but some have rules about only being able to get one signup bonus per group.
     
  16. Feb 8, 2011
  17. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver

    Now I would PAB
     
  18. Feb 8, 2011
  19. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden
    If the rep cant help you and u have broken no terms, PAB and see where that goes!
     
  20. Feb 8, 2011
  21. nannyjilly

    nannyjilly Dormant account PABnononaccred PABnonaccred

    Occupation:
    Nurse
    Location:
    Romford
    Ah ok yes I will do that, let's see what happens!

    Well I haven't read any term about not being able to have more than 1 account in the same group. I didn't even know they were in the same group before I signed up, I just stupidly clicked on an email or popup if I recall correctly.
     
  22. Feb 8, 2011
  23. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Unfortunately it is in their MASSIVE terms here: You must register/login in order to see the link.
    (I assume the same terms are on all their sites).

    Two extracts from this huge page (9,477 words! :eek:):
    However, if they wish to become fully Casinomeister accredited there are certain criteria to be met and in my honest opinion, by bombarding existing players with e-mails and/or pop-ups encouraging them to sign-up & claim bonuses at their sister brands, they are clearly breaching these CM requirements:

    * Must have a clean history of fairness towards their customers.
    * Must not use false, misleading or deceptive advertising.
    * Must not spam, and must take appropriate actions against any affiliates or any third parties who do spam.
    * Must not implement terms that can be construed as "unfair" towards the player.
    * No player shall be involuntarily placed into a situation which breaches the terms and conditions during the course of play.

    If not done so already, I would definitely take up Max's suggestion to Pitch-A-Bitch.

    KK
     
    4 people like this.
  24. Feb 8, 2011
  25. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    Thanks for looking it up KK:)

    The on thing that may "save" nannyjilly is:

    "shall not be entitled to an additional welcome bonus, unless the Company decides otherwise at its discretion. "

    If he register at one casino in the group, and starts getting "sign-up-bonus" offerings in the mail (because of the signup) from other casinos in the group then I assume that "the Company has decided otherwise", or they would not give him the offers.
     
  26. Feb 8, 2011
  27. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    Yes definitely PAB if they induced you to sign up at and take a bonus at their other casinos.
     
  28. Feb 8, 2011
  29. GrandMaster

    GrandMaster Ueber Meister CAG

    Occupation:
    Mathematician by day, online gambler by night.
    Location:
    UK
    Of course, this does not give a full and up-to-date list of white labels. The proper way to deal with this issue would be to present the player with the list of sister casinos and white labels and make him confirm that he has no account at any of them before awarding him the sign-up bonus.
     
    2 people like this.
  30. Feb 8, 2011
  31. BBKPoker

    BBKPoker halfway to busto PABrogue3

    Occupation:
    None
    Location:
    Edinburgh, Seattle, Vancouver BC, Auckland
    Absurdity. You routinely market your sites to many customers (including myself) to signup at the 12308911232342 white label skins you put up then use people having accounts at more than one skin as an excuse to not pay.

    I was extremely disappointed to see 888 or any of its skins get any consideration for Accreditation since this is a tactic they've used for a long time. If you don't want people to sign up at multiple skins, then don't market them using your customer base, and if your customers follow the terms of the bonus rules you should pay promptly rather than making excuses about betting styles or patterns.
     
  32. Feb 8, 2011
  33. BBKPoker

    BBKPoker halfway to busto PABrogue3

    Occupation:
    None
    Location:
    Edinburgh, Seattle, Vancouver BC, Auckland
    And probably also not to obviously market every single new skin that comes out to every customer in their marketing database so they can then steal their winnings if they decide they don't like their play.
     
  34. Feb 8, 2011
  35. nannyjilly

    nannyjilly Dormant account PABnononaccred PABnonaccred

    Occupation:
    Nurse
    Location:
    Romford
    Yes exactly - "unless the Company decides otherwise at its discretion." Seems quite clear to me they used discretion when they kept on advertising other sites, and most importantly - Actually GIVING me the bonus

    Very very dirty trick they have tried to play on me here. Anyway, thanks for your help/support guys. (Especially u KK for finding that term!)
     
    Last edited: Feb 8, 2011
  36. Feb 8, 2011
  37. deucebag

    deucebag Experienced Member PABnononaccred PABnonaccred PABaccred

    Occupation:
    Engineer
    Location:
    cyberspace
    Don't assume. Those terms are not on SpinWin's site as far as I can see.
     
  38. Feb 8, 2011
  39. Webzcas

    Webzcas Winter is Coming!

    Occupation:
    Webmaster
    Location:
    Block S25, South Stand, Ashton Gate, BS3
    I've just spoken to Rachel the 888 rep and she is liaising with Max on this as this issue is still being looked into.
     

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