Shanghai Spins Casino - Allow me to register and deposit only to have my account closed due to self exclusion with another brand

UNRESOLVED
posted on June 5, 2016.

I recently joined Shanghai spins. I deposited 200 pounds and played. When I logged back in again it said I am excluded until 2099. I rang support and they advised that I am self excluded from another of their associated site. I didn't realize that the 2 sites were linked. I have requested that my deposits are refunded because if I had won anything worth withdrawing I would not be able to. It seems that cassava enterprise allow self excluded players to open up other accounts deposit and then they get blocked. Win win situation for the casino. Hardly fair gaming

posted on June 7, 2016.

HI , thank you for bringing this to my attention. If you could please email me your user name to [email protected] i will try and get this process sorted out for you in the fastest possible time. Unfortunately the rules regarding self exclusion and the network are in place and as you say it is sometimes difficult to know which sites are which. We totally understand, we also have to abide by the rules which because of your self exclusion on another site means that this has to be applied , even if it is on a retroactive basis, which is the case with most casinos that are part of a network.

If you can get that username to me at the email address above, i will look to resolve this matter for you as fast as possible.

Best Regards
Greg

posted on June 7, 2016.

Hi SmokeyMax

I have been advised that Dragonfish are in contact with you regarding this issue. Can you advise if this is the case ?

Regards
Greg

posted on June 7, 2016.

Hi
I am not too sure who dragonfish are. I have been in contact with the support people at igt support and the security team at cassava enterprise. Both of these I am not getting much reply from.

Regards
Katrina Andrews

posted on June 7, 2016.

Hi SmokeyMax

The Security Team at Cassava are the ones that would be dealing with this matter. I am not sure how IGT Support come into this. Can you email me the response that you got sent from Cassava Security.

The same email : [email protected]

Regards
Greg

posted on June 7, 2016.

Hi SmokeyMax

I have been advised that you are in contact with the Cassava Security Team re this issue and that you have dealt with them and should continue dealing with them re this issue. They are the people that look after all of the compliance and issues in regards to your matter. As you are already in contact with them, i suggest you contact them again re this issue if you are dissatisfied

posted on June 7, 2016.

I have contacted cassava enterprise security team on numerous occasions but not much reply. I will wait for them to reply to this complaint

posted on June 7, 2016.

HI SmokeyMax . We have your account details and we will ask Cassava to make contact with you. They do not respond to posts on this or any other forum. No gambling company does as far as i am aware. We will ask them to contact you.

posted on June 7, 2016.

I will wait for them to contact me.

posted on June 9, 2016.

I have been advised that Dragonfish are in contact with you Smokeymax - i have been told that they were in contact with you on the 6th of June.

posted on June 9, 2016.

SmokeyMax, i have been advised that Cassava have been in touch with you today re your issue.

posted on June 9, 2016.

Yes I have received an email from cassava this morning. They are refusing to refund any of my deposits.

posted on June 12, 2016.

Hi SmokeyMax - Dragonfish / Cassava handle all Compliance & Security queries, please direct all queries of this nature to them.

posted on June 12, 2016.

I have but they are refusing to refund any deposits.

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