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Casino Complaint Reef Club casino took my money away

Discussion in 'Casino Complaints - Non-Bonus Issues' started by IvanRo, Jan 14, 2013.

    Jan 14, 2013
  1. IvanRo

    IvanRo Dormant account

    full-time employee
    Hello everyone.
    I want to tell you about my problem with Reef Club Casino. I used their promo offer, completed wagering requirements and won 2150 euros. After some annoying delays my account was permanently blocked without any normal (adequate) explanation. Reef Club Support manager claimed that I "have attempted to take advantage of our generosity as regards to the awarding of bonuses", which is an obvious lie in an attempt to steal my legitimately won funds. After some discussion I was told that I would not get any money except for my deposit, which, as it turns out, is not true either.
    This is totally unacceptable. 2150 euros it is a real lot of money, so I want it back. It lasts for over 3 months and nothing happened. Their support manager contacted me for help, but after my e-mail nothing happened again. Help me to solve this please.
  2. Jan 14, 2013
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Typical Cassava bullshit. You may struggle with this one. They would not have complained had you LOST, if anything, you would have been invited to join half a dozen of their casinos by email (you probably still will, but don't - it's a trick).

    It's a case of "we don't like the way you played" rather than a specific violation of the terms.

    They have a database that tracks players through many different casinos, even ones that they claim are independent from Reef Club and it's sister 888.com. If you have also taken the welcome bonus at one of these other casinos, and then moved straight on to Reef Club, this would be something they don't like, yet there is nothing in the terms about not being allowed to do this, and many players do this and DON'T have their winnings confiscated for "abuse of generosity".

    I have little sympathy for this bunch because they self inflict this problem because when a player registers at one Cassava property, Cassava use their email address to invite them to register at many other Cassava properties, so of course players feel that these invites are genuine as only the casino could know that email address so quickly. This can lead players into taking up these invites and quickly falling foul of this "abuse of generosity" concept of theirs.

    They have a forum rep, and it would be worth contacting her in order to speed up the process of getting your deposit sent back as promised, and an explanation of what they mean by "abusing their generosity".

    The only sure thing is that you are now blacklisted, and ALL casinos, no matter how independent, that use this Cassava software will confiscate your winnings in the future, but of course will keep quiet when you lose.

    Many players who trigger this "abuse of generosity" receive a formal email that bans them from opening new accounts at any property related to Reef Club, but they will not give you a list of the properties that they consider to be related, the player has to guess. We have tried, and failed, to get Cassava to produce a list of all related properties. It seems to be something they want kept secret. This may be down to the fact that they advertise many as being "independent" of each other, and if there was an official list of related properties, it would mess with this marketing, and possibly get them into trouble with the UK authorities as they are on the UK whitelist, and are advertising in UK media. It is 888 that they advertise heavily in the UK. I have not seen any mention of their other properties.

    They may even consider the choice of the Euro for a Russian player as "suspicious" because it is worth more than the US Dollar, and thus generates bonuses of greater value in absolute terms. Players who's currency is not supported are expected to use the default of the US Dollar, being the long term industry default because it was the US that once supplied over 90% of the player base.

    For now, steer clear of ANY casino that uses the same software as Reef Club, no matter how many invites you receive by email.

    Check the accredited list here, and then check the "restricted countries" part of the terms for each casino to ensure that they accept players from Russia.

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