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....

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 ??

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??

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?

From what I have seen and researched they give you an offer and people that have questioned that and had necessary proof they have came back with another offer. Not always mind you but in a lot of cases they have found more. Hence I am waiting to see what they offer as I am going to ask for a SAR because thinking back I was excluded from lots of sites on cassava and won 2,500 and was refused the withdrawal on top of that I have self excluded from way back 2011 and although cassava from what I have read weren’t part of the UKGC then I have loads of sent emails from at least 15 sites after 2013 so will be interesting to see what I get. And that was just the bingo sites a have not added the casinos. I do need an ultimate ban as I have a gambling addiction. But i can honestly say am chuffed to bits to get a thing back...

From what I have seen and researched they give you an offer and people that have questioned that and had necessary proof they have came back with another offer. Not always mind you but in a lot of cases they have found more. Hence I am waiting to see what they offer as I am going to ask for a SAR because thinking back I was excluded from lots of sites on cassava and won 2,500 and was refused the withdrawal on top of that I have self excluded from way back 2011 and although cassava from what I have read weren’t part of the UKGC then I have loads of sent emails from at least 15 sites after 2013 so will be interesting to see what I get. And that was just the bingo sites a have not added the casinos. I do need an ultimate ban as I have a gambling addiction. But i can honestly say am chuffed to bits to get a thing back...

Ok thanks for that as I do t have any of the cards as they were closed by me as I now have s restricted card I can’t gamble on thank god but thanks for getting back to me. I just wondered as a previous member had a refund to a card used in a transaction to cassava that’s all

Hi guys I to have received this email about failing systems at cassava, suppose they have to call it something. I received it on the 06/10 and emailed my new bank details after reading the threads here. I then emailed today to enquire and was given another automated email advising another 5 days for an operator to respond. So will just have to wait, although bit worried as do not have the cards I played on anymore. I do not know how much my refund will be but... I do have lot of sent exclusion request emails. I am not proud of it but I do have a gambling addiction, took 7 years to realise and one day of clarity to see it. Thank god some of my relatives and friends are addicts and through there recovery and sharing I came to realize I was in deep do do if it continued on this path. Anyway this is not counselling session ... I am banned off every conceivable site and therefore have no way of knowing or even how to calculate the deposits I have made concerning cassava enterprises, let alone anyone else.. I started to feel ashamed after I got to 15 + but.... I,m in a good place now and been able to see the damage gambling does, so to have some money back to me is a bonus dream come true, because in some instances I think I knew I wasn't going to get paid out, but I kept signing up and playing anyway. So some of that responsibilty is mine, cause no body forced me. Such is the mentalness of addiction. I think its a good thing they are refunding people and taking responsibility, my worry is now what bank details do they use? I have sent my new ones but that is not the card I have ever used. Anybody else in the same position? And been paid out on the new card?