Ag Awards

Complaint Info
Disputed casino
Reason Declined payment
Amount $ 676
Posted on July 22, 2014

i had recently joined following some advertising that i had seen on TV.

Over the years I have played on quite a few sites and as a result of previuosly being a member of Pacific Poker, which i self excluded myself from and closed the account in February this year after suffering some horrible hands.

Imagine my horror when after having joined and winning $711 over and above the $100 deposit only to find myself blocked and 888 offering me $100 as a goodwill gesture.

There is no warning of this and it certainly appears that they do this if you win. if their computers systems and security is so important how do they not block accounts at source.

After sending you their terrible e-mail retaining your wiinnings they then either take at least 72 hours to respond unhelpfully or simply ignore you entirely.

How can a listed and reputable company act like this. The practice is hugely questionable.

Other users should beware as it seems that they only do this where a customer wins. hopefully they will see sense but it really is shocking both in terms of the shady practice or the almost total lack of customer service. What other site would bother having a livechat service yet cannot answer an email in three days. Maybe they want it that way

Posted on April 14, 2011

Thankfully the company has honoured my winnings and thank you for that


This is Akeem J. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd., Cassava Enterprises manage operational services for

I am contacting you with regards to your account with username "bombscare".

xxxxxxxxxx, thank you for your reply to us. Please understand that as a part of the self-exclusion procedure stated on the in the User Agreement, it clearly advised that you do not create any further account (s) during the self exclusion period.

In addition, it goes on to mention that new accounts will be blocked and any funds or related monies deposited into that new account will be forfeited. At this time, no further funds will be refunded during this period. However, as a one-off gesture, the decision was made to return the remainder of your bankroll minus the bonus amount that has yet to be wagered. Therefore, the amount is $676.07. xxxxxxxxx, please note that this cashout is expected to be paid on the 17th April and usually requires a time period of 4 to 7 working days to be received via Visa Card.

By your own admission, you were aware of the previous self-exclusion in place which suggest some acknowledgement of the procedure of regarding the process. If for any reason you were unsure that the was a part of the Cassava network, you would be able to make such enquiries by contacting the Support Team. Once the self-exclusion is expired you can consider having the account re-opened by the relevant personnel.

I must also advise you on this occasion to kindly refrain from opening further accounts with any gaming site owned and operated under the Cassava Enterprises (Gibraltar) Ltd.; as such accounts will be closed as soon as they are detected. In case that you do open any new account(s), Cassava Enterprises (Gibraltar) Ltd. may, at its sole discretion, withhold all deposited and related monies in relation to such accounts.

Thank you for your continued cooperation and understanding in this matter.

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