Hi All,
Back in November I posted a thread covering an issue I had with Jetbull, which is part of the Everymatrix stable. The thread can be found at this link;
Another JETBULLl/ EVERYMATRIX "Self Exclusion" Funds retention scam victim - Casinomeister Forum
Basically what happened is that I joined Jetbull in good faith, (using my standard credentials), deposited £75, and over the course of the next 24 hours placed in the region of 15 bets and got my balance up to £700.
When I tried to withdraw some of the balance, my account was soon frozen. After 5 days of non-response from Customer Services, I was informed that because I had previously self-excluded from "Favourit" (which is part of the "Everymatrix family") I would be barred from using Jetbull and would only get my £75 deposit back.
My complaint is that Jetbull/Everymatrix should have blocked me from joining in the first place (I believe this is standard practice with other operators) as basic ID checks can be done in seconds. Having accepted my bets, they should have honoured them.
Furthermore, there may be some double-standards at play, because I had also self-excluded from another Everymatrix-related site, "Superlenny". This predated any involvement with Favourit or Jetbull. A search on the UK Gambling Commission website shows that Superlenny is licenced via Everymatrix for betting, although it is also licenced via Betit for casino operations.
Interestingly, I didn't make a withdrawal from Favourit but was never offered my approximately £850 deposits back, which perhaps I should have been if the policy from Everymatrix is that exclusion from one of their sites = exclusion from all of their related sites. If they are serious about player protection, which is supposedly their stance, then why this double-standard?
I took my complaint up with eCOGRA. I must admit though, I don't think they are a great advert for "self regulation" in my experience. They did not live up to the claims on their website of keeping you informed at least every other week. I heard nothing for a month. I chased and received a response saying "we will email Jetbull". I then heard nothing for another month and sent a polite email asking if the complaint was being looked at, and this was ignored. I left it another month and followed up again and eventually received a response.
I get the impression that eCOGRA took a very "light touch" approach to their investigations. Basically accepting the response from Everymatrix at face value and not even bothering to check the Superlenny licensee details on the UKGC website.
For information, here is the eCOGRA response to my complaint against Jetbull/Everymatrix. Others in a similar position in the future may find this helpful;
-------------------------------------------------------------------------------------------------
"We have investigated your dispute with Jetbull and made the following findings:
The operator’s system runs checks on player information at registration, however this can take anywhere from a few minutes to a few hours depending on traffic.
Your account was blocked within the first 12 hours from registration and the operator has returned your deposits in full. *
The terms and conditions from all EveryMatrix managed sites show them as the license holder - as such players should be aware that Jetbull and Favourit are operating under the same license.
In regards to Superlenny, they operate under Betit Group license. Their website and terms and conditions clearly reflect this.
I believe that EveryMatrix has provided you with a screenshot from UKGC website which shows Superlenny under Betitit Group. EveryMatrix only provide software for them which they use to put games on their website, there is no other connection. **
Bearing the above in mind we are confident that the operator has acted in accordance with their terms and conditions and as such I must inform you that we find your dispute to be invalid."
--------------------------------------------------------------------------------------------------
* They did not block my account within the first 12 hours, it was nearer to 24 hours.
** Actually, a simple search on the UKGC website for Superlenny licensee returns Everymatrix and Betit.
This should act as a warning to players using self-exclusion. Don't do it because you think a site is "crap" or "unlucky". Only use it if you don't want to place a bet ever again in your life because it can be used against you if you win with another operator/site. You don't know who will bring it out of the woodwork when you try to claim your winnings.
Also my case, in my opinion, demonstrates the lack of integrity from a lot of these small-time operators. I cannot imagine a big player like Ladbrokes having such questionable and dodgy practices.
eCOGRA, in my opinion, have their self interests at the heart of what they do. And that is, being paid by operators to take the heat when they have shafted a player. They are clearly in bed with the operators, else they would have no income. This lack of independence is a problem.
Zodiacu, an EveryMatrix casino, is reviewed here.
Click Here for the Super Lenny Casino review
Back in November I posted a thread covering an issue I had with Jetbull, which is part of the Everymatrix stable. The thread can be found at this link;
Another JETBULLl/ EVERYMATRIX "Self Exclusion" Funds retention scam victim - Casinomeister Forum
Basically what happened is that I joined Jetbull in good faith, (using my standard credentials), deposited £75, and over the course of the next 24 hours placed in the region of 15 bets and got my balance up to £700.
When I tried to withdraw some of the balance, my account was soon frozen. After 5 days of non-response from Customer Services, I was informed that because I had previously self-excluded from "Favourit" (which is part of the "Everymatrix family") I would be barred from using Jetbull and would only get my £75 deposit back.
My complaint is that Jetbull/Everymatrix should have blocked me from joining in the first place (I believe this is standard practice with other operators) as basic ID checks can be done in seconds. Having accepted my bets, they should have honoured them.
Furthermore, there may be some double-standards at play, because I had also self-excluded from another Everymatrix-related site, "Superlenny". This predated any involvement with Favourit or Jetbull. A search on the UK Gambling Commission website shows that Superlenny is licenced via Everymatrix for betting, although it is also licenced via Betit for casino operations.
Interestingly, I didn't make a withdrawal from Favourit but was never offered my approximately £850 deposits back, which perhaps I should have been if the policy from Everymatrix is that exclusion from one of their sites = exclusion from all of their related sites. If they are serious about player protection, which is supposedly their stance, then why this double-standard?
I took my complaint up with eCOGRA. I must admit though, I don't think they are a great advert for "self regulation" in my experience. They did not live up to the claims on their website of keeping you informed at least every other week. I heard nothing for a month. I chased and received a response saying "we will email Jetbull". I then heard nothing for another month and sent a polite email asking if the complaint was being looked at, and this was ignored. I left it another month and followed up again and eventually received a response.
I get the impression that eCOGRA took a very "light touch" approach to their investigations. Basically accepting the response from Everymatrix at face value and not even bothering to check the Superlenny licensee details on the UKGC website.
For information, here is the eCOGRA response to my complaint against Jetbull/Everymatrix. Others in a similar position in the future may find this helpful;
-------------------------------------------------------------------------------------------------
"We have investigated your dispute with Jetbull and made the following findings:
The operator’s system runs checks on player information at registration, however this can take anywhere from a few minutes to a few hours depending on traffic.
Your account was blocked within the first 12 hours from registration and the operator has returned your deposits in full. *
The terms and conditions from all EveryMatrix managed sites show them as the license holder - as such players should be aware that Jetbull and Favourit are operating under the same license.
In regards to Superlenny, they operate under Betit Group license. Their website and terms and conditions clearly reflect this.
I believe that EveryMatrix has provided you with a screenshot from UKGC website which shows Superlenny under Betitit Group. EveryMatrix only provide software for them which they use to put games on their website, there is no other connection. **
Bearing the above in mind we are confident that the operator has acted in accordance with their terms and conditions and as such I must inform you that we find your dispute to be invalid."
--------------------------------------------------------------------------------------------------
* They did not block my account within the first 12 hours, it was nearer to 24 hours.
** Actually, a simple search on the UKGC website for Superlenny licensee returns Everymatrix and Betit.
This should act as a warning to players using self-exclusion. Don't do it because you think a site is "crap" or "unlucky". Only use it if you don't want to place a bet ever again in your life because it can be used against you if you win with another operator/site. You don't know who will bring it out of the woodwork when you try to claim your winnings.
Also my case, in my opinion, demonstrates the lack of integrity from a lot of these small-time operators. I cannot imagine a big player like Ladbrokes having such questionable and dodgy practices.
eCOGRA, in my opinion, have their self interests at the heart of what they do. And that is, being paid by operators to take the heat when they have shafted a player. They are clearly in bed with the operators, else they would have no income. This lack of independence is a problem.
Zodiacu, an EveryMatrix casino, is reviewed here.
Click Here for the Super Lenny Casino review
Last edited by a moderator: