Cassava Enterprises/Secret Slots Blocked Account and Funds Forfeited

[Trickster]

Hi All,

I shall try and make this brief and to the point!

I opened an account at Wink Bingo last year some time. Tried it, played some bingo, not my thing so self excluded from the site as I prefer playing at a designated casino. The self excluded period lapsed and I had no interest in re-opening or using my account again, end of (so I thought!) so just let it be. Luckily I found the e-mail from them saying the period had ended and to call them if I wanted to log in to my account - which I didn't!

Recently I opened an account at Secret Slots casino (all part of Cassava Enterprises/888 Holdings), deposited 3 times, played a bit and was lucky enough to win. Submitted my withdrawal request, then 14 hours later received an e-mail saying my account is blocked and funds (deposits and winnings) are withheld/forfeited - basically because I had another account within the Cassava group which had 'issues'.

A few days pass (my e-mails not being answered satisfactorily) then receive an e-mail from a manager at Wink Bingo (I had not contacted them) saying that they have a Responsible Gaming policy and that they will extend my blocked period - therefore loosely validating part of their T&C's in being able to keep my money under a Responsible Gaming policy. Again, no reason why they were extending the blocked period as I had given them no reason to!

Obviously I am not happy! It was my personal choice NOT to play bingo, so why should my casino winnings from a completely different website be forfeited? It's like having your horse racing winnings taken away because you didn't want to buy a lottery ticket!

Still waiting for a reply to my formal complaint before going to the UK Gambling Commission.

Any thoughts on this? It has riled me so much, I am considering enforcing the debt and taking this further. As such, nice to see 888 Holdings have a registered office address in the UK to serve papers on!

Anyway, can't stop as I have a gambling addiction to attend to! - I only jest, I enjoy playing slots (low stake) in my spare time.

[-Shay-]

Was there ever a transaction reversal at Wink Bingo or anything in addition to simply self-excluding at Wink?

Regarding the email that you received (from Wink) that informed you the self-exclusion period is over - you still have it? If so, can you post it here?

[Trickster]

Was there ever a transaction reversal at Wink Bingo or anything in addition to simply self-excluding at Wink?

Regarding the email that you received (from Wink) that informed you the self-exclusion period is over - you still have it? If so, can you post it here?

Nope, no transaction reversals or anything and nothing in addition to self excluding, just that I didn't want to play bingo and keep the account open!

E-mail copied as follows (only my name has been removed):

Dear ****** *******

On 9/16/2014 12:05:08 AM, you requested a self-exclusion period from money play at Wink Bingo until the 3/16/2015 12:05:08 AM.

We respect your decision to take responsible gaming seriously, and we hope that you benefited from the self-exclusion.

In order to login to your account, you need to contact our member support service at 0800 783 9465 or at +44 207 572 1234 outside UK.

You may also contact us at (address removed as my post count less than 5 and cannot post links)

[Trickster]

In addition, the Secret Slots account was first used on 21/03/15, so after the end of the self exclusion. The e-mail from the manager at Wink Bingo further extended the exclusion as of 25/03/15 - no reason given or date when exclusion ceases.

[-Shay-]

I'm taking a wild guess here - you did not call the number they provided and you did not contact them at the address you referenced, as you had no intentions at all of playing at Wink ever again. Is that an accurate guess?

[Trickster]

I'm taking a wild guess here - you did not call the number they provided and you did not contact them at the address you referenced, as you had no intentions at all of playing at Wink ever again. Is that an accurate guess?

Correct - no intention of calling as didn't want to use the account. Nowhere does it mention that I need to keep the account open in order to play at another casino.

[-Shay-]

Correct - no intention of calling as didn't want to use the account. Nowhere does it mention that I need to keep the account open in order to play at another casino.

I agree with that statement. I'm just asking the questions that could be used to deviate from the intention of the terms written and the email you received.

I will see what I can do about getting someone in here to work towards a resolution. In the interim, you may want to reach out to this guy. He seems to be in charge on the marketing end. I would also consider opening a dialogue with the UK Gambling Commission sooner rather than later.

[Trickster]

I agree with that statement. I'm just asking the questions that could be used to deviate from the intention of the terms written and the email you received.

I will see what I can do about getting someone in here to work towards a resolution. In the interim, you may want to reach out to this guy. He seems to be in charge on the marketing end. I would also consider opening a dialogue with the UK Gambling Commission sooner rather than later.

Cheers, Shay.

Even though they have not responded to my e-mail requesting details of their complaints procedure, I was able to find something online whereby they give 14 days to respond. If not happy with their outcome, I can appeal it and supposedly it then takes a further 14 days. I presume at this point I would have been expected to consult with the Gambling Commission, so in excess of 28 days before taking it further. Hardly a speedy process! I would have liked to follow the correct path to ensure no comebacks, but agree with contacting the GC in light of what they have done so far.

I will contact the chap you mention, ta.

In light of their actions, I Googled the same problem and it seems there are numerous complaints re their bingo sites - players requesting a withdrawal and then their accounts being blocked, even though they had been playing some time and making various deposits. Granted, most reasons given were 'bonus abuse', but whether that is correct or not is a different story!

[COPCapo]

Cheers, Shay.

Even though they have not responded to my e-mail requesting details of their complaints procedure, I was able to find something online whereby they give 14 days to respond. If not happy with their outcome, I can appeal it and supposedly it then takes a further 14 days. I presume at this point I would have been expected to consult with the Gambling Commission, so in excess of 28 days before taking it further. Hardly a speedy process! I would have liked to follow the correct path to ensure no comebacks, but agree with contacting the GC in light of what they have done so far.

I will contact the chap you mention, ta.

In light of their actions, I Googled the same problem and it seems there are numerous complaints re their bingo sites - players requesting a withdrawal and then their accounts being blocked, even though they had been playing some time and making various deposits. Granted, most reasons given were 'bonus abuse', but whether that is correct or not is a different story!

If they hold a maltese licence they do can keep the winnings but need to pay back the deposit at least !!!

there are casinos who do pay winnings and / or deposit back as they do have no claim over your money if they claim this is regarding self exclusion !!!!

888 knows this 100% and just playing dumb here