Casino Complaint Another Every Matrix Self Exclusion scam with a twistHi

[conker]

I have a feeling that EM are going to destroy any brand integrity they ever managed to build up with this deliberate ploy by their operators to avoid payout. How can it be fair to players to pull the SE card out on large withdrawals when you haven't made it clear at any point that being SE'd from their sister sites may prevent you making a withdrawal.

The question still remains unanswered; IF you are self excluded then how are you allowed to deposit and play? Why does it only affect the withdrawal?

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[dunover]

I have a feeling that EM are going to destroy any brand integrity they ever managed to build up with this deliberate ploy by their operators to avoid payout. How can it be fair to players to pull the SE card out on large withdrawals when you haven't made it clear at any point that being SE'd from their sister sites may prevent you making a withdrawal.

The question still remains unanswered; IF you are self excluded then how are you allowed to deposit and play? Why does it only affect the withdrawal?

Because unlike say Coral/Gala etc. they don't have automatic detection software in place when you sign up. They spot it on withdrawal which is when they exercise due diligence funnily enough. As they don't need to even do that until cumulative w/d's reach 2300 Euros, as in this case the player may be paid a minor w/d before it's spotted. Pretty crap really.

 

[Simmo!]

This kind of casino practice has no place in 2016 and baffles me how they continue to get away with it!

They should at the very least be required to name the other casinos that are EM casinos so that a player has the knowledge before they sign up. They may do this now - I am not sure - but if they don't, it seems incredibly unfair on the player. I bet there are players that have SE'ed, deposited and lost at another EM joint that have never had their deposits refunded.

Anyone raised this with the UKGC? If not, I'll email them (although my past experiences of that suggest they are not really that interested in 3rd party suggestions).

@ the OP: Have you asked Jetbull where they ublish the list of other EM casinos for you to compare against prior to sign up?

 

[conker]

Because unlike say Coral/Gala etc. they don't have automatic detection software in place when you sign up. They spot it on withdrawal which is when they exercise due diligence funnily enough. As they don't need to even do that until cumulative w/d's reach 2300 Euros, as in this case the player may be paid a minor w/d before it's spotted. Pretty crap really.

Yep very convenient, but kind of flying in the face of what self exclusion was originally introduced for. I can't get my head round how it is allowed under the licensing agreements, but somehow it gets through.

 

[conker]

Anyone raised this with the UKGC? If not, I'll email them (although my past experiences of that suggest they are not really that interested in 3rd party suggestions).

I believe Dunover has and has received some sort of reply about it. If he sees your comment he will let you know I am sure

 

[dunover]

They should at the very least be required to name the other casinos that are EM casinos so that a player has the knowledge before they sign up. They may do this now - I am not sure - but if they don't, it seems incredibly unfair on the player. I bet there are players that have SE'ed, deposited and lost at another EM joint that have never had their deposits refunded.

Anyone raised this with the UKGC? If not, I'll email them (although my past experiences of that suggest they are not really that interested in 3rd party suggestions).

@ the OP: Have you asked Jetbull where they ublish the list of other EM casinos for you to compare against prior to sign up?

PM sent.

 

[Harry_BKK]

Hey guys,

Just wanted to provide an update, EM team have just replied to me changing their originally story, here is the reply I got:

Please be advised than upon our attempt to remove your self-exclusion we have noticed that your self-exclusion is still active until 04/08/2019. Unfortunately, you were sent the wrong email template below which is used once the self-exclusion has ended. We have also confirmed this with CasinoLuck which has sent us a screenshot of your request to exclude for the longest period available. The email sent to CasinoLuck is dated August 4th 2014.

We have refunded you 1,575.10 GBP to your card which will arrive in a few days. This amount and the withdrawal of 224.90 GBP made on 20/08/2016 should cover all deposits made on Jetbull during the self-exclusion period. No winnings will be paid out as per T&C.

We appreciate your understanding in the matter.


Yours Sincerely,
Everymatrix self-exclusion team


I am still angry at the fact that they can get away with letting players register and deposit freely but as soon as you try and claim a withdrawal over 2300EUR they then decide oh no sorry you are only getting your deposits back and the SE is activated and detected!

It's an absolute joke, as many others have said, in this day and age it is not hard to stop a player registering and playing at a sister site if you are already SE! I hope this post helps other memebers of CM

Thanks again to everyone that has posted on my thread, your help and guidance was greatly appreciated

Exactly as expected, unfortunately.

You can only learn from this and be very careful before you SE again. You were actually very lucky to receive your deposits back, there have been countless other cases where nothing was returned or they went undetected as they lost all their deposits and never made a withdrawal, hence no KYC, no SE detection.

I just would like to know how much extra profit EM has made with this farce.

 

[quber]

Sorry Harry, one last question, I have been looking over the UKGC Regulations, do you know where I would find this listed in the regulations about:

- if you were SE'd at a sister site then only deposits have to returned. All bets/winnings have to be voided.
- if your SE expired prior to the win then they have to pay.

You do not have permission to view link Log in or register now.

Page 49 starts the SE rules for remote gamblers.

1
Licensees must have and put into effect procedures for self-exclusion and take all reasonable
steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling.

Do they take reasonable steps?

5
Licensees must close any customer accounts of an individual who has entered a self-exclusion agreement and return any funds held in the
customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still
accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed t
o them by the individual, although the account must not be active.

Not very clear i don't think but they were still accepting wagers from you.

 

[martydavies]

You do not have permission to view link Log in or register now.

Page 49 starts the SE rules for remote gamblers.

1
Licensees must have and put into effect procedures for self-exclusion and take all reasonable
steps to refuse service or to otherwise prevent an individual who has entered a self-exclusion agreement from participating in gambling.

Do they take reasonable steps?

5
Licensees must close any customer accounts of an individual who has entered a self-exclusion agreement and return any funds held in the
customer account. It is not sufficient merely to prevent an individual from withdrawing funds from their customer account whilst still
accepting wagers from them. Where the giving of credit is permitted, the licensee may retain details of the amount owed t
o them by the individual, although the account must not be active.

Not very clear i don't think but they were still accepting wagers from you.

I agree, it is a grey area, I have since submitted a dispute to eCOGRA who Jetbull uses for ADR but they replied and stated that due to SE on sister site owned by EM they are correct in returning the deposits only, as previously mentioned I will count myself lucky that I even got my deposits back as it has been known for a player to not even have their deposits returned, lesson learnt now