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Cassava, phishing scam?

Discussion in 'Online Casinos' started by RichyJ75, Oct 6, 2017.

  1. RichyJ75

    RichyJ75 Enjoys a quick withdrawal

    Just received this e-mail. Sounds like a scam if they are asking for bank details, etc!

    Dear xxxxxx,

    This is the Security Department at Cassava Enterprises, who manage operational services for various Bingo and Casino networks, of which you previously signed up to.

    Recently we have been attempting to contact members who may have been affected by the technical issues detailed here.

    There was a historical failing on specific accounts that previously chose to exclude themselves, and it may be that financial recompense is required, which we need your assistance to resolve.

    If you have received an email of this nature in the past and have already responded, you are not required to answer this email again - we are attempting to contact all members affected, but it may be that you have already responded to ourselves previously or contacted our support staff directly on this matter, and if so then there is no need to contact us again.

    If you are now answering our contact regarding financial recompense for the first time, we kindly ask that you provide your bank account information, as this is the only available option for us to pay you if a refund is due.

    We require the following information:
    • Your Bank name.
    • Your Bank Account number.
    • The Name of account holder.
    • Sort Code.
    Providing accurate information is essential for any transaction, if you are not certain about these details, please contact your bank.

    We are committed to responsible gambling. If you would like to speak to someone about problem gambling, there are a number of independent problem gambling support services who offer a range of contact methods together with free and confidential advice:
    • GambleAware: GambleAware aims to promote responsibility in gambling. They provide information on staying in control and on how to recognise and deal with problem gambling. Further information can be found at You must register/login in order to see the link..
    • GamCare: GamCare is a registered charity that provides confidential telephone support and face-to-face or online counselling to anyone who is affected by problem gambling. GamCare can be contacted on 0808 8020 133 (freephone from UK) or by visiting their website at You must register/login in order to see the link..
    • Gamblers Anonymous: Gamblers Anonymous offer support groups, chat rooms and forums to anyone who is affected by problem gambling. Gamblers Anonymous can be contacted at You must register/login in order to see the link..
    If you have not done so already, we recommend that you seek exclusion from all other gambling operators you have an account with.

    You can also use website filtering software to prevent you from accessing gambling websites from your personal computer:
    • Cyber Patrol (You must register/login in order to see the link.)
    • GamBlock (You must register/login in order to see the link.)
    • Net Nanny (You must register/login in order to see the link.)
    If you have any questions about this email or would like any further information or assistance, you can reply to this address, and we will answer any further queries you may have.


    Regards,

    Bingo Security Team
    This email is not visible to you.
     
  2. maxd

    maxd Complaints (PAB) Manager Staff Member

    Yes, very dubious sounding indeed! I'll tweak the thread title accordingly.
     
  3. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Looks genuine to me. Looks like they have been caught accepting deposits on new accounts where the user has deposited but they have self-excluded from a sister site on the same licence, and have now been ordered to pay the money back. That said, its a strange decision to do a blanket request for bank details for the refunds rather than a case by case email.
     
  4. ReggieMac

    ReggieMac Full Member

    888 belong to Cassava do they not? This is most likely the result of the recent fine and reprimand handed down to 888 and now they have make redress to some of the people they previously so blatantly ripped off!
     
  5. RichyJ75

    RichyJ75 Enjoys a quick withdrawal

    Further info from the link:


    31 August 2017
    888 Holdings PLC
    Conclusion to UKGC Licence Review
    888 refers to the announcement issued today by the United Kingdom’s Gambling Commission (the
    “UKGC”) (available on the UKGC website) which marks the conclusion to the Licence Review process
    by the UKGC first announced on 15 May 2017.
    888 has fully cooperated with the UKGC throughout this process and has concluded a voluntary
    regulatory settlement with the UKGC. 888 regrets the historic failings highlighted by the review and
    accepts the conclusion of the review which recognises the significant lengths that 888 has gone to in
    order to address the concerns raised and prevent the issues highlighted from reoccurring.
    Changes and improvements
    888 has always been focused on providing a safe and fair online gaming entertainment for our
    customers. The UKGC’s review highlighted some areas for improvement in 888’s tools and processes
    and we have swiftly taken action to address these issues.
    888 operates two separate gaming technology platforms: one that hosts 888’s casino, sport and poker
    brands and a separate one that hosts 888’s bingo brands as well as a number of third party bingo
    brands. For a period of time, in some instances, a technical failure prevented customers who had
    requested to be self-excluded on one platform from being successfully excluded from both platforms.
    888 alerted the UKGC about this technical failure and took the relevant customer actions.
    It was never 888’s intention to benefit financially from this technical failure and we have completed a
    detailed process to identify all affected customers. The Group is refunding customers who were able to
    continue playing when they should have been excluded across 888’s platforms.
    Over recent months 888’s senior management team have devoted significant resources to assessing
    and delivering improvements to 888’s responsible gaming tools, processes and technology. This effort
    is near completion as we move to optimise our new tools. We have worked closely with the UKGC and
    - aided by the fact that we develop and own our gaming technology - have been able to quickly and
    effectively make meaningful improvements to customers.
    These improvements include:
     Expanding and enhancing the algorithms that 888 uses to analyse playing patterns so as to help
    identify players who might be, or might become, vulnerable to problem gambling. As a result, we
    can observe broader trends in customer behaviour and better identify potentially vulnerable players
    thereby enabling 888’s trained team to interact earlier with customers who may need our help and
    support;
     Lowering the thresholds across certain metrics tracked by our system that, when triggered, will lead
    to earlier customer interaction and the offer of support from a trained member of the 888 team;
     Improving our technology to significantly enhance our ability to identify customers who operate
    multiple accounts across 888’s platforms, thereby ensuring we can more effectively self-exclude
    customers who may have chosen to open multiple accounts; and
     Enhancing our checks on customers’ sources of funds to ensure that the deposits our customers
    make are legitimate.
    Also coming out of the review process, we are training our team to help them identify and interact better
    with vulnerable or potentially vulnerable customers.
    Values and ongoing commitment
    We are constantly developing new and innovative ways to deliver a responsible gaming environment.
    Our goal is to ensure that all those who visit our sites can do so with confidence and that those for
    whom our games are not intended, notably underage individuals and those vulnerable to addiction, will
    not be drawn into the gaming environment and those few customers who develop a gambling problem
    are quickly identified and helped.
    888 is absolutely committed to a proactive policy of corporate and social responsibility that reflects the
    high professional and ethical standards we set for ourselves across the business. Conducting business
    responsibly is fundamental to the future success of 888 and we understand that a responsible approach
    is both the correct way to do business and one that enhances credibility with all stakeholders, thereby
    supporting 888’s development. We will continue to focus on improvement in the area of responsible
    gaming to ensure we offer the most enjoyable and safest customer experience possible.
    The review process has pushed 888 to enhance its responsible gambling technology and policies and
    leaves it well placed to continue to succeed in an environment where it will engage with customers in a
    way that those customers and regulators will demand going forward.
    Contacts and enquiries
    888 Holdings Plc +350 200 49 800
    Itai Frieberger, Chief Executive Officer
    Aviad Kobrine, Chief Financial Officer
    Hudson Sandler (PR) +44(0) 207 796 4133
    Alex Brennan This email is not visible to you.
    Bertie Berger
    Hattie O’Reilly
     
  6. maxd

    maxd Complaints (PAB) Manager Staff Member

    Yes, 888 is Cassava. Regardless of the backstory, still no excuse to use something like this to get things settled. Totally insecure, amateur-hour stuff.
     
  7. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred mm3 webmeister

    It is actually genuine. I thought the same as the OP (if you search you'll find my thread) and being suspicious I constructed a reply and did it directly through the address from one of their sites rather than reply to the e-mail. Got a response 10 days later then £70 paid into my bank. Turns out I must've SE'd from Cassava crap sites years ago and must've bee allowed to play at another under their license subsequently. They are tracing and refunding old players, up to 6 years ago.
     
  8. ReggieMac

    ReggieMac Full Member

    But this is Cassava, you wouldn't expect anything else from this shower of sh**e would you? As their normal day-to-day activities are not suspect enough even when they have to give refunds they still come out looking dodgy! :rolleyes::p
     
  9. maxd

    maxd Complaints (PAB) Manager Staff Member

    :) If you're waiting for me to disagree I recommend you grab a good book to read. Lord of the Rings maybe, all three volumes. ;)
     
  10. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred mm3 webmeister

    I reiterate, I thought exactly the same, it was a frankly pathetic amateurish e-mail (perhaps they're hoping old players owed refunds will ignore it!) and had no images or logos that you would expect. If you have this e-mail, go to one of their sites and find the CS pages/contact us and you'll see the same address this crappy e-mail came from. Just copy the relevant content from the poor e-mail and add a note that it looked suspicious so you are submitting the enclosed requested details directly via their site, add your banking details and you'll be sent a refund in a couple of weeks. And you've no worries then about replying directly to the original suspicious-looking mail. :thumbsup:
     
  11. Jasminebed

    Jasminebed Closer to 100 than Birth

    I think you hit the nail on the head there Dunover. This is a huge outfit, and you can be sure they have expert legal advice in this matter. For many players, the name "Cassava" may mean nothing, they don't even list their properties. I think that the brands are not clearly listed in terms may be a large factor why se'd players open new accounts to begin with.

    Is there any UK player that got this might like to complain to the UKGC about the dodgy way they have gone about this? I don't think it is in the "spirit" of the ruling.

    Glad you were refunded.
     
  12. Jadey1919

    Jadey1919 Newbie member

    Received email also!

    I also received this email, looking online it seems I self excluded from 888 in 2013 but was able to make accounts and deposit on their third party bingo sites between 2014-2015 I deposited and made withdrawals no problem and verified my accounts with ID too, even though i made withdrawals do you reckon i could still get a refund? I'm waiting for a reply to the email
     
  13. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred mm3 webmeister

    You'll find the bets you made void, so they'll pay you the difference between what you deposited and withdrew if it's in your favour, i.e. you had a net loss. If you're lucky they may refund all the illicit deposits regardless of what you withdrew, but I doubt that. If they owed you nothing you wouldn't have had the e-mail.
     
  14. Jadey1919

    Jadey1919 Newbie member

    Thanks for the reply on checking I cashed out more then what i deposited so not sure what they would owe me but they must have emailed me for some reason, hopefully I will find out when they email back.
     
  15. Jono777

    Jono777 Senior Member CAG mm4 mm1

    With regard to SE only Dunover?
     
  16. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred mm3 webmeister

    Yes, they failed to stop players excluded at 888 or other casinos from signing-up at their multitudes of bingo sites (same license) hence the 7.5m fine and an order to trace and refund deposits in those cases.
     
  17. Cyclops

    Cyclops Full Member

    Concerns

    Not sure I'm always a little dubious when they want a lot of info go with your gut always trust the inner scream
     
  18. Jasminebed

    Jasminebed Closer to 100 than Birth

    I think dunover gave excellent advice. Visit a site directly rather than reply to the email.

    But the fines and court orders were well publicized.

    I truly think they are counting on people thinking it's phishing, so they can get out of paying them.
     
  19. quber

    quber Senior Member

    At the bottom of RICHYJ75's second post the email address is from You must register/login in order to see the link., their strap line is 'Elevating Communications' I don't think they elevated anything in that email. and they 'Enhance and Protect' reputations, surely Cassava would have needed a reputation worth protecting in the first place.
     
  20. RichyJ75

    RichyJ75 Enjoys a quick withdrawal

    Quick update.

    I replied to their e-mail and gave them details of a dormant (but still open) bank account of mine with zero balance and no overdraft available, just in case something fishy was going on.

    Today, I received an e-mail from them saying I will be receiving £90!!

    Oh well, wasn't expected but will be gratefully received (especially after a 'tilt' session at VS the other day which ended badly!)
     

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