Hi,
I have recently had an account blocked and winnings forfeited at www.secretslots.com - part of Cassava Enterprises/888 Holdings, and would appreciate some advice please! Summary of incident as follows in order:
1) Opened an account at Wink Bingo (also part of Cassava/888) last year, played it a little and didn't like the feel of bingo or the site, so excluded myself as wasn't my thing and didn't want the account left open.
2) 6 months later receive an e-mail from Wink Bingo advising my self exclusion period had expired and to contact them if I wanted to use the site again, which I did not want to.
3) Opened a casino account at Secret Slots, deposited a few times, made a profit and submitted a withdrawal request (£300). 14 hours later, receive an e-mail saying my account is now blocked and balance withheld due to having a blocked account under Cassava.
4) Send e-mail to them to clarify position, my questions not answered, just a standard reply saying about their responsible gaming policy.
5) Receive a message from manager at Wink Bingo (I had not contacted them) saying that they are going to extend my self exclusion, thus loosely validating their responsible gaming policy.
6) E-mail them more than once asking for their complaints procedure, nothing supplied so far.
7) Receive a further e-mail from manager at Wink Bingo stating 'Having carefully reviewed your account, I am seeing that you have made some very serious comments about your gambling.' - This is absolute rubbish!!! I have only ever said that bingo isn't my thing and that I prefer casino games/slots as my entertainment. Absolutely disgusted that they are labeling me as a problem gambler!! If they have truly reviewed my accounts they would see how limited my deposits have been!
8) Still no reply to my formal complaint, nor details supplied of their ADR dispute resolution third party. Also, having looked at the UK Gambling Commission complaints procedure (they have a licence number), it seems I cannot take this route as Secret Slots do not show an eCogra or equivalent mediation service.
I have sent various other e-mails, but again no response.
Absolutely fuming at this. I deposited funds, played fairly and abided by all T&C's displayed, yet am now being accused of having gambling problems and having £300 taken from me.
Any ideas what my next course of action should be? As they have failed to advise of their dispute resolution and am drawing dead ends elsewhere, I am now looking at pursuing this through court. Seeing as Secret Slots is owned by Cassava Enterprises, subsidiary of 888 Holdings, I presume the claim will be against 888 Holdings - if so, nice to see they are a UK registered company with address details c/o someone in London to serve papers on. Obviously don't want this route, but am no way going to let this be shrugged off as I have done nothing wrong.
Cheers in advance.
Richard
I have recently had an account blocked and winnings forfeited at www.secretslots.com - part of Cassava Enterprises/888 Holdings, and would appreciate some advice please! Summary of incident as follows in order:
1) Opened an account at Wink Bingo (also part of Cassava/888) last year, played it a little and didn't like the feel of bingo or the site, so excluded myself as wasn't my thing and didn't want the account left open.
2) 6 months later receive an e-mail from Wink Bingo advising my self exclusion period had expired and to contact them if I wanted to use the site again, which I did not want to.
3) Opened a casino account at Secret Slots, deposited a few times, made a profit and submitted a withdrawal request (£300). 14 hours later, receive an e-mail saying my account is now blocked and balance withheld due to having a blocked account under Cassava.
4) Send e-mail to them to clarify position, my questions not answered, just a standard reply saying about their responsible gaming policy.
5) Receive a message from manager at Wink Bingo (I had not contacted them) saying that they are going to extend my self exclusion, thus loosely validating their responsible gaming policy.
6) E-mail them more than once asking for their complaints procedure, nothing supplied so far.
7) Receive a further e-mail from manager at Wink Bingo stating 'Having carefully reviewed your account, I am seeing that you have made some very serious comments about your gambling.' - This is absolute rubbish!!! I have only ever said that bingo isn't my thing and that I prefer casino games/slots as my entertainment. Absolutely disgusted that they are labeling me as a problem gambler!! If they have truly reviewed my accounts they would see how limited my deposits have been!
8) Still no reply to my formal complaint, nor details supplied of their ADR dispute resolution third party. Also, having looked at the UK Gambling Commission complaints procedure (they have a licence number), it seems I cannot take this route as Secret Slots do not show an eCogra or equivalent mediation service.
I have sent various other e-mails, but again no response.
Absolutely fuming at this. I deposited funds, played fairly and abided by all T&C's displayed, yet am now being accused of having gambling problems and having £300 taken from me.
Any ideas what my next course of action should be? As they have failed to advise of their dispute resolution and am drawing dead ends elsewhere, I am now looking at pursuing this through court. Seeing as Secret Slots is owned by Cassava Enterprises, subsidiary of 888 Holdings, I presume the claim will be against 888 Holdings - if so, nice to see they are a UK registered company with address details c/o someone in London to serve papers on. Obviously don't want this route, but am no way going to let this be shrugged off as I have done nothing wrong.
Cheers in advance.
Richard