Trying to fob me off with an old self-exclusion and steal £7,000 from me

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

On 1st March 2017, I joined Foxy Casino and deposited a total of £420. Upon viewing internet banking transactions the following day, I noticed the deposits made on Foxy Casino website had been debited from my account in the name of Cassava enterprises. On seeing Cassava Enterprises transactions, to my horror I realised Foxy Casino must be a Cassava ran website. I was horrified as I currently have a self exclusion in place with Moon Bingo (also operated by Cassava), the internet banking transactions alerted me to this fact when I seen the transactions were from Cassava. On noticing this, I immediately contacted Foxy Customer Services and alerted them to the fact I currently have a self exclusion in place with Moon Bingo. I was astonished at the fact I had been allowed to open the account with the self exclusion from Moon in place. When opening the account with Foxy there was nothing to alert me to the fact that it was a Cassava ran company otherwise, I would never have signed up knowing I had a self exclusion in place with them. I also did the honest thing upon discovering this I alerted them myself and they then took the decision to block my Foxy account. On 3 March 2017, I emailed Foxy requesting a refund of the deposits as I feel they have not fulfilled there duty of care in respect of responsible gambling due to there inability/inadequate checks for self exclusion. I should not have been able to open the account while excluded from Moon. Please note, I do not have a copy of the self exclusion agreement from Moon, I have requested this however they provided this as yet. Please however see the attached emails from Cassava security department, they confirm I currently have a self exclusion in place. When contacting Cassava security team to resolve this I seem to be given completely contradicting information (please see attachments). On the occasions I do receive responses, they never answer the questions asked. I would really appreciate some help in resolving this matter.

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.