Ag Awards

Total Gold Casino - Using Responsible Policy in a wrong way

Complaint Info
Disputed casino Total Gold Casino
Reason Double charge/Refund
Amount £ 123
Posted on June 6, 2015

I recently just realised that Total Gold was part of the Cassava Enterprise. My complaint is this: I have deposited a lost money on a number of their sites (Foxy Bingo/Total Gold/888/Moon Games etc) and have accepted it as at the end of the day it's life. Now on the 1/6/15 i deposied £50 at (Cassava) and withdrew £122.94. I received an email explaining that as i'm self excluded on other sites i will not be credited my winnings but as i self excluded from other Cassava sites will receive a refund of the deposit amount. If this is the case then why when a player loses does the casino keep quiet and keep the money and yet when the player wins they do not issue the monies won?? This is a LOSE LOSE situation for the player and a WIN WIN for the casino and frankly its theft. I was not aware until today that all these casinos are run by the same group.

Posted on June 5, 2015

Update - I have now been sent an email to confirm I am receiving the full refund amount of £122.94.
This is great but its a very shady tactic, Now that i am fully aware of the large number of sites run by Cassava and the self exclusion policy which enables a player to register on another sister site/Cassava site and lose without trouble, but are told they cannot have their winnings when they win is wrong. I'll confirm when i receive the full amount and we can consider this matter closed.

Posted on June 5, 2015

Received my refund (deposit + winnings) very fast..24 hours after receiving a confirmation email from them. This is all good BUT although i asked there was no explanation as to why they firstly tried to deny my winnings and then after I emailed them giving my opinion on the their practises they suddenly decide to pay up. I suppose this complaint is somewhat resolved now but doesn't resolve the underlying issue on how Cassava Enterprises use the self exclusion policy on sister sites to at times only void winnings yet keep quiet about losses.

Posted on June 6, 2015

Based on the player's last comment we consider this complaint resolved and closed.

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