HI

[dazlyn]

Hi everyone, I am Daz, and used to enjoy having a bit of light entertainment on the slots, I found this site whilst google-ing complaints about a certain organisation in Gibralter, I am hoping that this site might be able to help me move forward with my situation, which has reached stalemate and my emails ignored, and telephone number for customer services, when answered state that they are not actually who they are advertised as, on the particular casinos website.

Feeling scammed!

 

[conker]

Hi Daz, welcome to the forum. You will not be the first player to have found CM having had a bad experience.

I think you were wise not to mention the casino in question. However, it wouldn't hurrt for you to divuldge a bit more detail and maybe members of the forum might be able to help.

 

[Dinahnana]

Hi Daz, welcome. I too found CM after having a bad experience at a Rouge casino. I was a newbie and naively did not think such a thing as a rogue outfit existed. So thank God for CM. Since then (going on 6 years now) I have been able to stay away from less than scrupulous casinos with the help of CM

I am sure there are plenty of members here that may be able to offer you advise as to which direction to go with your issue

 

[dazlyn]

thanks folks,

I won £1200 went to withdraw the daily limit of £1000 one day, then the remainder the following day. Bingo security blocked my account asking for additional security, which I could provide in the form of my drivers licence, but the card they wanted was an old card, no longer in my possession. I advised them of this, and they asked for a copy of my closing statement which I did.

This was then verified and accepted, an email sent saying they were crediting my slots account with 5000 points as a courtesy for the inconvenience (all good so far) and that a cheque for £200 was on its way to me - this was over a week ago, still no cheque.

It was when I queried the other £1000 winnings that things turned badly, another block was put on my account and requests for card details were once again asked for, for a card I no longer have.

I copied the email originally accepting and verifying my account, and since then they are ignoring my emails. The customer support phone number on their website, has three times now told me they aren't who the website say they are, one woman told me it was a competitors website and that they had nothing to do with the company I am having problems with!

5 times I asked for details of internal disputes so that I could escalate my concerns, all to no avail!

So the UKGC gave me details and are waiting to hear how I get on, they took details of the complaint, which I hope the company will act on when they receive my email, I just wondered if anyone on here have used a solicitor, or have any thoughts on that matter, because if this isn't a breakdown in communication, and instead something more sinister, then I want to do whatever I can to stop anyone else being duped, no matter what the costs are.

 

[Dinahnana]

thanks folks,

I won £1200 went to withdraw the daily limit of £1000 one day, then the remainder the following day. Bingo security blocked my account asking for additional security, which I could provide in the form of my drivers licence, but the card they wanted was an old card, no longer in my possession. I advised them of this, and they asked for a copy of my closing statement which I did.

This was then verified and accepted, an email sent saying they were crediting my slots account with 5000 points as a courtesy for the inconvenience (all good so far) and that a cheque for £200 was on its way to me - this was over a week ago, still no cheque.

It was when I queried the other £1000 winnings that things turned badly, another block was put on my account and requests for card details were once again asked for, for a card I no longer have.

I copied the email originally accepting and verifying my account, and since then they are ignoring my emails. The customer support phone number on their website, has three times now told me they aren't who the website say they are, one woman told me it was a competitors website and that they had nothing to do with the company I am having problems with!

5 times I asked for details of internal disputes so that I could escalate my concerns, all to no avail!

So the UKGC gave me details and are waiting to hear how I get on, they took details of the complaint, which I hope the company will act on when they receive my email, I just wondered if anyone on here have used a solicitor, or have any thoughts on that matter, because if this isn't a breakdown in communication, and instead something more sinister, then I want to do whatever I can to stop anyone else being duped, no matter what the costs are.

I don't think there is a whole lot you can do until you hear back from the UKGC. Going by your post it looks like you didn't do anything wrong. It's been my experience that it's a god idea to always keep copies of credit cards and such even after expiry date or cancellation date. In this case it's quite possibly that they were just looking for an excuse not to pay you.

Anyway I am not sure about the powers of the UKGC but I assume that they do have teeth (i.e. ability to get the situation resolved). I hope they return a verdict in your favour.

 

[shewoff]

Welcome Daz!

i,am also new here but i feel that we are two of a kind when it comes to a stalemate with casino,s . they don,t seem to care but then they think that they are not responsible because of where they are in this BIG old world and they seem to THRIVE in their own. I can understand your frustration and the folks on the phone really don,t have any power to help they are just a sounding board. I hope you have found a place that makes you feel welcome and i wish you all the best.Shewoff

 

[Adriana B]

Welcome. The people on this forum are awesome and full of helpful tips. Good luck on your challenge.

 

[dunover]

thanks folks,

I won £1200 went to withdraw the daily limit of £1000 one day, then the remainder the following day. Bingo security blocked my account asking for additional security, which I could provide in the form of my drivers licence, but the card they wanted was an old card, no longer in my possession. I advised them of this, and they asked for a copy of my closing statement which I did.

This was then verified and accepted, an email sent saying they were crediting my slots account with 5000 points as a courtesy for the inconvenience (all good so far) and that a cheque for £200 was on its way to me - this was over a week ago, still no cheque.

It was when I queried the other £1000 winnings that things turned badly, another block was put on my account and requests for card details were once again asked for, for a card I no longer have.

I copied the email originally accepting and verifying my account, and since then they are ignoring my emails. The customer support phone number on their website, has three times now told me they aren't who the website say they are, one woman told me it was a competitors website and that they had nothing to do with the company I am having problems with!

5 times I asked for details of internal disputes so that I could escalate my concerns, all to no avail!

So the UKGC gave me details and are waiting to hear how I get on, they took details of the complaint, which I hope the company will act on when they receive my email, I just wondered if anyone on here have used a solicitor, or have any thoughts on that matter, because if this isn't a breakdown in communication, and instead something more sinister, then I want to do whatever I can to stop anyone else being duped, no matter what the costs are.

This has 'Cassava' written all over it. If so your potential PAB is a NCD.
If you deposited by card, why a withdrawal by cheque? Unless a MasterCard.

 

[randomiam]

future gaming

whats a good idea if you change cards on a yearly or two yearly basis is to get a web wallet like skrill and load that then deposit stops alot of the card mess about. have a look a the accredited list if your looking for somewhere new to play.
also check who owns the casino bingo group and cash out and close accounts with any other places in the group once there's no money pending
there's a pitch a bitch service on the site just click the tab for the info.
and if a casino group mess you about never give them another cent penny or pound.
also welcome to the forum

 

[dazlyn]

This has 'Cassava' written all over it. If so your potential PAB is a NCD.
If you deposited by card, why a withdrawal by cheque? Unless a MasterCard.

The card I was using to play historically had been closed, and I then registered my present card, when I tried to withdraw on to my present card, the site wasn't allowing me to use the option instead that card was 'watermarked' in the sense that it was unable to be selected. This was the reason I asked for payment instead by two cheques. I would have much preferred to have been paid on to my bank card, but this option was not made available to me.

My automated response says that my complaint will be looked at and responded to within 48 hours, so here's hoping.

Im not sure what a PAB or NCD is, can you confirm please?

Thanks for everyone's input. It is appreciated.

 

[Dinahnana]

The card I was using to play historically had been closed, and I then registered my present card, when I tried to withdraw on to my present card, the site wasn't allowing me to use the option instead that card was 'watermarked' in the sense that it was unable to be selected. This was the reason I asked for payment instead by two cheques. I would have much preferred to have been paid on to my bank card, but this option was not made available to me.

My automated response says that my complaint will be looked at and responded to within 48 hours, so here's hoping.

Im not sure what a PAB or NCD is, can you confirm please?

Thanks for everyone's input. It is appreciated.

Hi Dazlyn a PAB or "Pitch A Bitch" is a service that Casinomeister offers to it's members. FAQ's and info can be found here:Link Outdated / Removed
There are some casinos that Max the PAB manager cannot help you with and they are on the No Can Do list or NCD. That list is here: https://www.casinomeister.com/casino-complaints/no-can-do-list/ All Cassava casinos are on that list because they do not allow for third party (Casinomeister etc) intervention. They only deal with disputes via lawyers. So if your casino is one of the Cassava casinos then this service will be of little use to you.

Personally not being able to pay the winnings back to the current card is stupid since the other one is no longer valid. Any reputable casino would have this sorted for you with very little hassle. Here's hoping you hear back something positive.

 

[dazlyn]

Thanks very much for clearing that up!

Ive saw online some of the excuses this outfit have used for not paying out winnings, but the fact that they accepted my new cards photocopies, as well as the closing statement of my old one, and agreed to forward a cheque, made me believe that I had passed all their security requirements, if I hadn't have queried the other £1000 I wonder if the cheque would have materialised?

The UKGC did take all the details, and did appear to be listening with interest, about what I was saying - I have also spoken with a lawyer in London about this, which was why I asked if anyone had similar experiences and used legal services?

It just leaves a sour taste, after having a bit of fun online.

I hope that there has been a cross in communication?

Cheers for all your inputs. I will keep you updated with my progress.

 

[Dinahnana]

Thanks very much for clearing that up!

Ive saw online some of the excuses this outfit have used for not paying out winnings, but the fact that they accepted my new cards photocopies, as well as the closing statement of my old one, and agreed to forward a cheque, made me believe that I had passed all their security requirements, if I hadn't have queried the other £1000 I wonder if the cheque would have materialised?

The UKGC did take all the details, and did appear to be listening with interest, about what I was saying - I have also spoken with a lawyer in London about this, which was why I asked if anyone had similar experiences and used legal services?

It just leaves a sour taste, after having a bit of fun online.

I hope that there has been a cross in communication?

Cheers for all your inputs. I will keep you updated with my progress.

Good luck!