Refusal of refund after account blocked for self exclusion from another site operated by Cassava

I won £7000 I got my account verified and ask when my withdrawal would be they said I would have it in 5 business days after 2 days I get a Emil from cassava enterprise security team saying the won’t pay me because I was self excluded from 888 i speak with 888 and they say I was excluded in 2012 what is 6 years ago the self exclusion was only for 5 years and there saying it’s was permanent I have asked to get a copy of my exclusion but have had no reply

Hey! I would like to raise an issue I am currently experiencing. I played Live Roulette via Foxy Casino last month in which I deposited £500 to play with. I eventually decided to with draw my winnings... just over £900. On the 31st May, I received an email from [email protected] requesting documents to be send for verification. I send over the the requested ID docs on the same day. No reply! Since then... I have responded to Cassava with a further 6 emails. Again, no response!?? After doing a little research online with regards to Cassava, I grew more concerned due to customer issues with this organisation and lack of regard towards their customers. I still haven't received any reply from [email protected]. So, I decided to contact Foxy Casino via Live Chat... the first advisor told me to be patient due to Cassava's high volumes of workload. Okay... I gave it 2 days and and still, no reply! After losing my patience, I decided to contact Foxy again via Live Chat and requested that the matter should be escalated to management. I was advised that my matter would be noted to management yet, I would not be provided with a time frame for response. AGAIN... more waiting but not response. So, I then decided to email a complaint to [email protected]. I received a response from Boris (the same advisor I spoke with via Live Chat) who basically provided the following response: Dear Roy, Thank you for contacting Customer Service. This has already been escalated. Please allow some more time. There is nothing we can do at Customer Support to speed up the process as our Security team handles these cases and they are experiencing a very heavy workload. I advised you that I don't want to provide a false timeframe as to not misinform you. I'm sorry if that answer did not satisfy you, but we strive not to misinform the players. In case you have further questions, we will be more than happy to assist you. We are available by e-mail, chat and phone. Thank you for choosing us as your online gaming site. Best regards, Boris Customer Service Gamble Responsibly The level of customer service I have experienced has been non existent... also, the £500 stake has already left my bank account. I am at a stage now where I am tired of waiting. Its 9th June... I send the requested ID docs for verification on the 31st May, surely it doesn't take this long to verify some documents? Any help would be much appreciated as this matter has gone beyond a joke. Many thanks Roy

Following a recent win on this casino upon withdrawal request my account was blocked. I received an email to ask for a different card to be scanned and sent which I did although I did not deposit from this card. I then gathered that my account was blocked as I ha previously closed other sites on the Cassava Network as I did not want them open anymore. Unknown to me foxy casino is also run by them and allowed me to deposit many times and at no point stopped me until I actually won £350. After various emails I have no response regards that account but I have received in excess of 10 emails with regards to other open accounts I had with other sites and this was only after I brought it to their attention. I would like my withdrawal to be honoured as I was allowed to deposit and won fair and square. If I should not have been playing on the site due to self exclusion then it should never have taken my money let alone log into it. There are so many sites out there that I play I could never have known that they was all owned by the same company. Foxy casino was not a new site that I made after closing some of the others I actually had this site for some time and before many of the other sites

I took the decision to self exclude myself from 888.com and several other online casinos because I have a gambling problem.

It's been a few months but a few days ago will power broke and I opened a foxy account. I deposited, played with and lost £170 and then decided to self exclude myself after clicking to self exclude I was re-directed to 888.com where it became apparent that foxy was part of 888.

I was pretty disgusted and annoyed that I had been allowed to open an account within the same company after I had self excluded especially seen as I had used the same email, postal and IP addresses and the same bank card!

Knowing if I had won anything and tried to withdraw it my account would have more than likely been flagged up and if there had been any winnings I wouldn't have been able to withdraw them I emailed foxy to complain (their response is attached) and to ask for my deposits to be refunded, I have also asked them twice how I can escalate this complaint but no-one has got back to me.

I really feel that 888 / foxy have not honoured my decision to self exclude myself.

I have a gambling addiction and I am not proud of this but do try my best and self exclude to assist me in keeping my addiction under control. I have self excluded from 888.com but was still able to open an account with foxy and spent €5000. If I had of won, clearly I did not, I would been unable to withdraw any winnings as this would be against the terms and conditions. So in theory I have just given the casino €5000. Their response to me was the following " Subject Your Account Discussion Thread Response Via Email 20/12/2015 02.55 PM Dear Ian, This is the Casino Security Team, we are contacting you in regards to your Foxy Casino account with username "sallydog124". Thank you for contacting us. Ian in regards to your query; please be advised that upon your request to have you account disabled you were advised to refrain from opening further accounts with our company. As such, if you were previously advised to refrain from registering further accounts with our company and you refuse to adhere to the statement, we cannot be held responsible. As a responsible company we were able to detect the accounts which you had recently registered, and made the necessary adjustments to the accounts which caused you not to be able to access these account anymore. Please understand that we cannot stop you opening accounts on our site, as it is freedom of choice. Our site exists on the Internet and we cannot restrict your access to this medium. The only person who can stop opening accounts on our sites is you. Therefore, we cannot be held accountable for your actions as we have played our part with restricting your accounts once they have been detected, but also we need your co-operation to contain yourself from not registering anymore accounts with us. With regards to your request for a refund of your deposit, please note that your deposit was wagered, played with, and subsequently depleted through the course of your gameplay, resulting in a negligible balance. You have received value for your deposit by way of online entertainment and essentially all funds have been exhausted. You might be able to appreciate that we cannot refund money which you have already exhausted/spent through your gameplay. As such your account has been permanently blocked and no further transaction will be done on the said account. As a gentle remainder you are once again asked to refrain from opening anymore accounts one with gaming site operated by any entity within the 888 Group (specifically including Cassava Enterprises (Gibraltar) Ltd and 888 UK Limited). Kind Regards, Casino Security Team [email protected]" The casino had no controls in place and accept no responsibility for not blocking my account. They DID not detect that I was self excluded until I brought it to their attention. The casino will not reply to my emails. I am addicted and with an addiction logic goes out of the window and as such I gave them €5000 as I would never have been allowed to withdraw if I had won Any assistance appreciated, I am at at loss, not just financially and literally at the end of my tether. Regards Ian [---001:001811:59436---]

I self excluded from 888 Casino back in March yet under the same email address telephone number, bank card and postal address and IP address I was allowed to open an account with foxy casino who are affiliated with 888. I since deposited an amount of money which I lost and that I wish to have returned as my self exclusion rights have been breached. should I have won money this would not have been mine therefore they cannot keep the money I gambled and lost. I have tried contacting their security team and awaiting response however I feel this should be addressed here. A previous customer on this forum had the same issue and was resolved by the casino refunding all deposits. This has been set as the president therefore I would like my deposits back asap. I attach a screenshot confirming my self exclusion from 888. below is the link to the previous case which was overseen on this forum http://www.askgamblers.com/casino-complaints/inadequate-self-exclusion-checks Should this not be resolved I will need to take this to as high a level I can and involve the UK Gambling Authority and ask for assistance from yourselves on this matter.