[Edited]: Cassava Enterprises - Self Exclusion Refund Discussion

[smileyaggi]

I have all my my self exclusion emails as I don’t delete the sent box. I also could reacted them last night and they said they were verifying my bank details as they were not used on the sites. Any one know how long that takes?

[smileyaggi]

Wee update got my refund email today 1604 pounds. No breakdown just information will be processed in 7 days. I have emailed back asking for a subject access report as I have emails with dates for self exclusion for gambling addiction and credit card and bank statement s anybody heard from them when they ask for that as I noticed when I replied it did not send the automatic response like usual although it has sent. Do they have to give me what I ask for anybody know??

[Bish2484]

Hi can anyone please help. I was also sent one of these emails 3 weeks ago I sent all my details over as requested to be told yesterday that I won't be getting a penny now as they have looked further at my account and decided that I didn't self-exclude I merely just closed my account.

I'm so confused as I did have a problem after spending upto £5000 in one year and every day and may I point out not once did they stop that. I then asked my account to be closed I don't have any prof as to how I did this. But I just remember a few weeks later wanting to go back on and was told on the phone I couldn't reopen as their was a restriction in place and I was unable to go onto any of their sites.

So I then went back onto one of their site changed my username but used all my same details and it worked I was able to continue gambling looking at my bank statements I then spent a further £3000 before closing it account. To now be told it was nothing and then do not owe me a penny I'm literally in shock and I don't know what to do as I know they are wrong. But they said without me proving it they won't pay out how I can prove it when I called up and this was 2 years ago.

[Kbowie85]

It's rubbish don't buy that *****! They will have a record you don't have to provide evidence. They were close to loosing there UK licence and probably think we'll we've done our bit we've refunded some players. Threaten to complain to a complaints body and gambling commision etc. I did and low and behold they found another 550 pounds on top of the original 500 they refunded. I didn't have to provide evidence. I asked them for evidence they didn't owe me more. They are the ones who broke the law not the players. So just remind them of that

[GiveItASpin]

They said to me i deposited £200 but withdraw £150 so im only owed £50... The £100 i withdrew was from a bonus they gave me so i dont class that - I also know i have been on many more of there sites, I have just emailed them saying im going legal if im not investigated further.

[smileyaggi]

Well good luck to anyone threatening to complain, I received an email like everyone else, I sent my bank details and also asked for a breakdown of my refund. Initially I was overjoyed to receive anything, but after reading other posts on here: thought ok, lets see what Cassava have on me. I sent off another email and got the auto reply so I just waited the 5 days then called.

 

I got a man clearly stressed because he started shouting down the phone at me when I tried to ask questions...single account multiple etc. He was under the impression I had not responded to an email sent to me in May this year. I quietly explained I couldn't respond because I was unaware they had sent me one, and I just kept my voice calm and clear and he eventually apologised to me, advising that I would receive an email with a break down when the refund was prepared. 

 

Yep got a email advising the amount 1604 no break down and it will be refunded within 7 days. At this point I decided to reply and ask for a break down as I have all mt self exclusion  emails and statements for the cards, I don't use them but still have the details. The first thing I noticed was it sent but I no longer received back the auto response so I waited a couple days and resent the email. I mean they are dealing with my account, so its feasible at this point I should be able to ask for a break down. No response again, and I am asking for a SAR which is my right, if I pay the fee I have a right to all information they hold on me. Still no reply. So I email from my other email and guess what I get back

 

UNKNOWN EMAIL ADdRESS USED

Your recent reply was received from an email address which is different to the address that initially raised the question.

In an effort to maintain the security of your information, we will only correspond with the email address that the original question came from

Please resubmit your reply using the original email address'

 

Its a joke, they are ignoring any request for information. Cassava are contacting people and using a Top Down approach. Its alright for them to contact you but they are not entering into any conversation with you. That cant be right surely?? Thoughts anyone ??

[bojo1980]

So i received the email too a few days ago and i just got a reply saying they are refunding me £100 in the next 7 days. Pretty sure i've spent more than £100 over the last 6 years. I have replied asking them to double check their records. Only trouble is i don't have statement or anything to confirm my transactions.

 

How is everyone else getting on with theirs?

[Chingching]

Sorry if asked already, I wondered how they check as I had accounts set up through different email addresses and received emails to each address. I replied through each email address and have one reply to my main email address saying refunded an amount, but not to the others. Do they go by email addresses (different usernames) or actual name, address etc? TIA

[Ronstar99]

@ kbowie85 and Jzah..... I’ve just signed up after reading your messages and both of your stood out to me. I received the same email, by chance, after having to login to that old email address. I sent numerous emails questioning the refund and I finally sent my details after seeing all of these messages. They originally stated that I was owed 520gbp and after emails back and forth, I received a reply stating that, after sending their apologies for a misunderstanding, that I was only owed a refund of 98.05gbp!!! I took screen shots of both of your responses to other players and replies thanking them for their email response but from their original email containing my refund of 520gbp to actually being sent 98.05gbp is a big difference and that I’d like them to again, look into my accounts as their company failed me and that I feel the need to go to the gambling commission and for them to provide proof that there are no outstanding monies owed to me. This was only yesterday/today. Any advise please? Thanking you in advance

[Chingching]

Hi, do they check on your name and details or username as I have been sent (apparently) a refund but it's not as much as I expected. I had several email accounts with different usernames. Thank you.

[Nickball07]

Hi I to have received a email saying the same thing I have been told a £60 refund is on the way I have also done a lot of digging and cassava enterprise uses loads of different names for transactions as I have payed into a gambling site by another name an won on this site but been payed to me by cassava enterprise I will keep you informed of the names when I here the reply I know of 4 different names the operate under upto now if anyone knows any please post

[bojo1980]

Thanks Nick. I was wondering what other names too. They offered me £100 and when I called their bluff and said I have records of further transactions they replied say I was owed a further £720. If they are operating other sites under a different name then I should be entitled to a lot more.

[Nickball07]

Is I know if they operate under VIRTUAL MARKETING

VIRTUAL MASERIRL WORLD PAY at the moment I have also a few other names but I want to make sure before I post them

[smileyaggi]

Hi everyone hope you are all well, update so far, received the refund ok from Cassava. However, I then received a cheeky email saying the amount is correct and that I would only receive a refund from when I self excluded. And advising me if I did not agree I would have to take it to ECOGRA complaint.

 

Absolutely no mention of my SAR that I asked for and no mention of the breakdown. A simple request. I don't think that is unreasonable. 

Given that it was a few years ago I wanted a break down of the refund so I could check what sites against my records as I have all my sent exclusion emails, I was just going to tick them off and query if any any others were left.

 

They did not like being questioned and I find it odd forgetting about the  SAR here that they dont want to give any details of the refund. Instead they are giving us nothing and basically saying dont email again or you will get more of the same. Absolutely shocking. I would see the point if I had been cheeky, or nasty. But I do customer service for a living and I find their attitudes stinks. 

 

The way they are acting you would think it was there personal money. Its unbelievable.Any body ever won using ECOGRA?? From what I have heard it can take up to 6 months, seems a bit harsh when a simple breakdown of the refund was all I was asking for....

[Ronstar99]

I received my reply stating ‘sorry for the misunderstanding but your refund is £98.05’ rather than the 520gbp that they originally stated when they first got in touch with me. I haven’t received any reply as yet, as I replied to them asking for them to look into my account/s again as their original refund (520gbp) was a whole lot different to the actual refund that they said that they had processed (£98.05) I also said that, cassava ent as a company had failed me, hence all of this commotion, and now being told one refund sum, to then receive an email of a completely different sum, was totally misleading and unbelievable. I also stated in my email that I now feel the need to go to the Gambling Commision. I also asked for them to provide proof that they didn’t actually owe me monies, after their ‘misundertanding’.....!!!

From receiving their refund confirmation email, I should receive the refund into my, different bank account-as to when I was playing, and to which I provided the new details to them for them to process, on Friday. They said to allow 7 working days....working days?! This is 2017 and everything, especially online!, is open 24/7, is it not?! Anyway, I’m hoping to see the funds in my account over the next few days.

I hope all the above helps any/everyone who has responded to mine and others emails.

I will give an update when I receive any!

Good Luck all! Let’s push this. They failed US ALL! Therefore, we should only receive back, what is owed and not being mugged off in the process!!!

[Ronstar99]

@nickball07 I played various sites (cassava and non) but obviously, if you do self exclude, then I presumed that across their playing platform that you could NOT sign up to another one of their umbrella companies obviously because the self exclusion would be in place, as it’s under the one company. BUT! Like most of us, I have changed player name plus bank cards and also changed email addresses etc...when I initially received the original email from them, I thought ‘Yes, another money making company...blah blah blah’ BUT!! (Again lol) I only logged into this old email account off chance, and the email was only sent a couple of days previous. Then my mind boggled......I remember receiving a ‘threatening’ email from Cassava saying something like: ‘this is the security team, we have noticed that you have signed up, deposited and played on one of our sites when you self excluded yourself. We shall payout your winnings this time but ensure that you do not affliciate yourself with any online site associated with Cassava Enterprises as your account with be closed immediately and no monies refunded’

WELL!..... this was about 4-6yrs ago...life is busy and I seriously can not remember how long ago it was but, I DO remember that email because it made me feel dirty. It made me feel like a cheat! How the ***** was I to know that I’d signed up to the umbrella site??!!! This is EXACTLY where they have failed us. I’ve looked through a couple of my old email accounts to find this email that they may have sent this to but I changed email addresses frequently because of my Gambling etc. But I will investigate it further and try my hardest to find it (unless I deleted it with embarrassment!?!) I honestly can not remember! But we’ll done to you’s guys who have kept all of your deposits/emails etc over the years. I deleted as I was so ashamed of the amounts that I’d lost!

Anyway, keep you’s updated.....and keep me posted. Thank you!

[Ronstar99]

Just typed in online: google: ECOGRA....

they don’t own the co they are a regulated body for them. Maybe they should be investigated as well then?!

Also, a member on here mentioned SAR.... can someone enlighten me pls?! I use that terminology at work but I’m sure it’s completely different! Many thanks all, and good luck. Let’s keep each other in the loop

[Nickball07]

Can someone post the number for cassava enterprise getting no reply from my emails

[ValDes]

Just typed in online: google: ECOGRA....

they don’t own the co they are a regulated body for them. Maybe they should be investigated as well then?!

Also, a member on here mentioned SAR.... can someone enlighten me pls?! I use that terminology at work but I’m sure it’s completely different! Many thanks all, and good luck. Let’s keep each other in the loop

 

For your information, the part of the 888 Holdings PLC which concerns UK players is 888 UK Limited which is duly licensed and regulated by the United Kingdom Gambling Commission. Information about their operating licence here. 

 

I tried on several different occasions within the topic discussion to ask the simple question why no one from the affected players here contacted UKGC asking all these questions, but never got a reply back. And that's really really really strange, simply because if there is someone who is supposed and actually obliged to monitor a licensed operator then it must be exactly the regulatory body... 

[hfm-timely]

For your information, the part of the 888 Holdings PLC which concerns UK players is 888 UK Limited which is duly licensed and regulated by the United Kingdom Gambling Commission. Information about their operating licence here. 

 

I tried on several different occasions within the topic discussion to ask the simple question why no one from the affected players here contacted UKGC asking all these questions, but never got a reply back. And that's really really really strange, simply because if there is someone who is supposed and actually obliged to monitor a licensed operator then it must be exactly the regulatory body...

 

The answer is: because the UKGC specifically says it is not an ombudsman or dispute resolution service and it cannot help with individual cases.

 

The correct body to contact is Ecogra, but the UKGC itself has said that these services (ADRs) do not work well for consumers and is reviewing them. So at the moment UK players feel they are on their own. Except for excellent services like the AskGamblers complaints service of course. In any case the thing to do in the first instance is to try and resolve the problem with the business itself (888/Cassava). Not sure what you're implying by "very very very strange"?

[Ronstar99]

Thanks for your response. I agree with what you’ve said about no one complaining/asking these questions to UKGC. When I replied to Cassava regarding my refund (first they said 520gbp then confirmed and apologised for ‘a misunderstanding’ but 98.05gbp was refunded and ‘should be settled in my account within the next 7 business days’) I replied immediately stating that the first amount is a far margin apart and have asked them to again, look into my accounts as I find this bewildering and unbelievable as, it was their company who failed me as a customer hence the refund! I know that they normally reply with ‘5 business working days’ and today (early hours yes but still Friday!) is their ‘last business day to respond’. I also expressed to them in that email that I now feel the need to take this to the UKGC. I’m hoping that they will come back with a realistic figure this time as I have my ‘Thankyou new customer’ emails for 888 under four different Account names. If I do not receive the reply I expect then yes, I WILL be contacting the UKGC. This was not a threat against Cassava, purely facts. Let’s hope that they dig deep and find the correct answers otherwise this could be another Big financial set back for them, misguiding customers etc! I am not shy and will not hold back. Any further info you have to help me along the way would be appreciated

[ValDes]

The answer is: because the UKGC specifically says it is not an ombudsman or dispute resolution service and it cannot help with individual cases.

 

The correct body to contact is Ecogra, but the UKGC itself has said that these services (ADRs) do not work well for consumers and is reviewing them. So at the moment UK players feel they are on their own. Except for excellent services like the AskGamblers complaints service of course. In any case the thing to do in the first instance is to try and resolve the problem with the business itself (888/Cassava). Not sure what you're implying by "very very very strange"?

 

Hi there and thanks for the kind words. Indeed, it appears that AskGamblers Casino Complaints Service /AGCCS/ turned out to be the last hope for a huge number of UK punters who found themselves into a trouble with a casino. Let alone the fact that we are offering a mediation service which is probably a dozen times faster than any other official ADR... 

 

The reason why I find this whole situation as a 'very very very strange' one is simple actually. The bare facts are as follows: 

 

- it was UKGC who issued the official warning against Cassava accompanied with a solid fine etc etc; 

- Cassava, obviously worried about losing their UKGC licence, started to issue refunds to players who suffered from their weird SE policies till that moment; 

 

Here come the simple, but also logical questions - Who is the authority responsible for monitoring the whole process following the UKGC decision against Cassava? Who could guarantee they are now totally in line with UKGC SE requirements? Who would guarantee affected players were refunded accordingly?...

 

My personal opinion is that no ADR is able to answer the questions above. Then who's the one left?...   

[hfm-timely]

Hi all

Wanted to share my experience in case it helps anyone.

 

Basically I had the same emails as everyone else here. One in June, to which I replied asking them to let me know which site it related to before I would talk to them about it (it just looked so spammy) - no reply from them. Decided I'd had a lucky escape from a phishing attempt, though I must admit I was a bit worried that I had replied at all. Then I got the second one last month asking for bank details. After a little research - including on this forum, so thanks to everyone else who's written here - I decided this looked legit, and sent the details they asked for. I got an immediate auto-response so at that point was much happier I hadn't just been phished!

 

Anyway, a few days later they wrote saying they were refunding me a two-figure sum. I was pleased to hear it as, after years of problem gambling (I have now had professional treatment BTW) I am broke and any unexpected money is very welcome. However after a couple of days I started to question it in my mind. It's BECAUSE my gambling got so bad that I knew I would never have deposited such small sums. So I wrote back to ask politely for a breakdown and the site that this referred to. No reply.

 

I found some time to check old bank statements and email, and found enough solid evidence (matching dates, matching email exchange, evidence of what site it was etc) to send back to them to support my request that they rethink the amount. I quoted the original "case number" that they'd given me but got no response for a week.

 

After a week I wrote again pointing out that I'd had no acknowledgement and mentioning eCOGRA and the UK Gambling Commission. Now it's quite hard to do this without sounding threatening or like, "I'll tell on you", but it can be done. I said I would share the same evidence with these bodies that I had sent to them, "should it become necessary". I also reminded Cassava of the UKGC's ruling (look up their statement about 888 from August 2017 if you want to see this), the one that prompted all this in the first place. I didn't get any response to this either...

 

... until yesterday! Which was about 3 days after that last email. I can't say for sure whether my "polite pressure" was what prompted it - but I received another email saying they had reviewed my case and decided I was owed another amount on top of what they already said, this time three figures, which is closer to what I believed I was owed (slightly more, in fact). They say "we have refunded" but I expect it will be a week or two before I actually see it as it sounds like these refunds are taking some time to come through.

 

I will report back when I actually see the cash, but in the meantime, do check all your statements and records as far as you can and keep politely requesting the full amount! It has ended well for me but it looks as if they are refunding only a fraction of what some players are owed unless you stand up and challenge it.

 

Good luck to all.

[pinnit2015]

Hi there and thanks for the kind words. Indeed, it appears that AskGamblers Casino Complaints Service /AGCCS/ turned out to be the last hope for a huge number of UK punters who found themselves into a trouble with a casino. Let alone the fact that we are offering a mediation service which is probably a dozen times faster than any other official ADR... 

 

The reason why I find this whole situation as a 'very very very strange' one is simple actually. The bare facts are as follows: 

 

- it was UKGC who issued the official warning against Cassava accompanied with a solid fine etc etc; 

- Cassava, obviously worried about losing their UKGC licence, started to issue refunds to players who suffered from their weird SE policies till that moment; 

 

Here comes the simple, but also logical question - Who is the authority responsible for monitoring the whole process following the UKGC decision against Cassava? Who could guarantee they are now totally in line with UKGC SE requirements? Who would guarantee affected players were refunded accordingly?...

 

My personal opinion is that no ADR is able to answer the questions above. Then who's the one left?...   

Similar to a number of questions I have - you have a licensing body who may/may not be responsible in practice for enforcing the conditions of their licences? Or are they pushing that responsibility down to ADR's? If the UKGC are not an ombudsman then what do they do? Draft documents and then as soon as done, walk away and point people to ADR's? Sounds a bit bureaucratic toothlessness to me.

 

I appreciate that the GC cannot take on individual cases but assume they link in with ADR's to see 'common themes'.

 

If punters aren't happy with the ADR/Casino then is the UKGC not the equivalent of a court of appeal?

 

All a bit confuzzing 

[hfm-timely]

Just a quick update - received my refund today to my bank.