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Gambling Grumbles Report

Bad

"Self-exclusion" is a trap here


by Steve Russo
March 2012

"Self-exclusion", which is meant to help people who have gambling addiction problems, is being used by the Cassava group as a trap to get their money without them even having a chance of winning.

The deeper that Gambling Grumbles looks into this, the worse the situation looks. Very briefly put, when you self-exclude at a Cassava site, you are automatically self-excluded at all of them, even though these sites are not listed. More than that, you will continue to get promos mailed to you to play at them but if you do, your winnings will be voided and your losses kept.

Their sites included Bingo Waves, Shampoo Bingo, So Bingo, Bingo Please, Bingolicous, Banjo Bingo, Bingo in the Sun, Moon Bingo, 888 Bingo, Robin Hood Bingo, Foxy Bingo, Bingo Street, Big Brother Bingo and Red Carpet Bingo. There may be many more, but it is difficult to say as the Cassava website only names one: 888 Bingo.

Kimberly Rodger, a player from Scotland, fell into this trap when she self-excluded from Foxy Bingo in May 2011. The Foxy Bingo website advises as follows:

Should you wish to self exclude from Foxy Bingo, we will close your account on your request for a minimum period of 6 months during which time it will not be possible for you to re-open your account. You are also able to close your account permanently. During any period of self exclusion you will be removed from our email mailing list. Please note you may contact our Member Support Team to re-activate your account once the self-exclusion period has ended; your account will not be automatically re-opened. To self exclude at any time please click here, call Customer Services on 0800 279 4501 or email us with your request.

This, incidentally, is quite different from what the Bingo Waves' website says:

If, at any stage, you become concerned about your gambing behavior, you can request one of the following:
  • A 24 hour cooling off period
  • A seven day cooling off period
  • A one month self-exclusion period
  • A six month self-exclusion period
During these periods we will block your account. Any new accounts you might attempt to open during the exclusion period will also be blocked as soon as detected. In addition, Bingo Waves will take all reasonable measures to make sure you do not receive any promotional material during this time. Bingo For Money and Bingo Free Games might affect you we will take care not to promote them.

During the self-exclusion period, the request for temporary blocked access will be enforced and irrevocable. You may call our Member Support Team to re-activate your account once the self-exclusion period has ended. We reserve the right at our own sole discretion to withhold all deposited and related monies in relation to such accounts.

Note that neither of the above mentions anything about you being self-excluded at other Cassava sites nor does it tell you who they are. The Foxy Bingo site does not say anything about keeping your deposits, although the Bingo Waves' site does.

Both say that you have to request that your self-exclusion be ended and both tell you that you will not receive promotional e-mails while you are self-excluded.

Yet, in February 2012, long after her six month self-exclusion period had ended, Kimberly received "Valentines" promotional e-mails from Shampoo Bingo, So Bingo, Bingo Please, Bingolicous, Banjo Bingo, Bingo in the Sun, and Red Carpet Bingo.

"They even had my user names on the email so I was sure that I wasn't self excluded," she said. She deposited a total of £1450 at various Cassava sites although she says now, "I had no intention of ever playing on any bingo sites again, then I received emails from 7 of their sites in February and then I decided to play, I would never have went back on had I not received the emails, as I thought I was self excluded and really didn't want to play it again."

To Gambling Grumbles, by sending Kimberly these promos, Cassava acted in a very disreputable manner -- much like a bartender who purposely lures a recovering alcoholic by waving free drinks in his face.

Kimberly played and won at two of the sites (£1000 at Bingo Time and £520.69 at Bingo Waves). They both refused to pay her, saying that she was self-excluded. They also refused to return her losses at the other sites.

Kimberly wrote to us and we, in turn, wrote to Russell, Cassava's Fraud Operations Manager, who in a previous case had told us that "I do wish to assist you in this matter, and I would be interested in becoming your focal point of contact for issues such as these".

As always, we acknowledged that we had only heard one side of the story and if there are any factors of which we are unaware, we would like to know what they are.

Russell replied that "I won't be answering this case in this forum or any future cases sent like this" and said we could contact bingosecurity@cassava.net. He added, however, that "I have to warn you though, that we are not permitted to discuss the details of a member's case with any third party such as yourself".

If Russell's warning was not sufficient to discourage us from even bothering to write to Security, e-mails that Kimberly received from David at the Security Department at Cassava Enterprises were.

He told her that, "when a player excludes from a site operated by us, they are informed the refrain from registering further accounts, as any successful deposits or accumulated winnings shall not be reimbursed. However, it is clear that you have disregarded this request and this has caused you some misunderstandings.

"Kimberley, we do not have the ability to stop you from registering accounts with us. Also, as you have been depositing using a different payment method this was not blocked in our system, which therefore allowed your transactions to be successfully processed.

"Only when we carried out our routine checks was your account located and banned".

Kimberly was surprised by that e-mail, as she had received an earlier one from David saying, "To ensure the safety of our members' accounts we are required to verify the ownership of credit cards used in our bingo room.

"Although in these cases we temporarily close the bingo account, I have decided to keep yours open but temporarily block this credit card from our systems."


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