Blocked Account by Payment Provider???

[Chipkin9]

Hi,

So here is a situation that occurred yesterday.

I went to log into my CasinoLuck account and got greeted by this message: "The login failed. Your user account is blocked.
If you are a self excluded user you can contact support for withdrawing money".

So I sent an Email to Enquire as to why this had been done.

"Hi,


I have had my account blocked by CasinoLuck and would like an explanation as to why this has happened.


After speaking to CasinoLuck Live support earlier today; she informed me that I have not been locked out of my account by self exclusion, and my account has been blocked by CasinoLuck.


She informed me that she is not authorized to inform me as to the reason why my account has been closed and that a previous Email I had sent would be answered in due course.


That Email was 6 hours ago.


I find it very very frustrating that I have had my account blocked without reason and without even the common courtesy of an Email informing me of the reason behind the closure.


I can find no reason what so ever behind this decision as I have sent my documents for the "Know Your Customer" process, have only ever opened once account and have been depositing at CasinoLuck for over 2 years.


I hope for a response regarding the matter,


Thanks,


Chipkin9

This was the response:

"Hi Paddy,

So here is the situation. It is not us (CasinoLuck) that has locked your account. It is our payments provider. We have contacted them to clarification in the matter. We know that you have been a loyal customer with us for quite some time and we hope this is just a routine check or some error that needs to be resolved on their end. We will let you know as soon as we have more information and hopefully your account will be open and active soon again.

Thanks for your patience in this matter!

Kind regards,
Sam

CasinoLuck Support"



So, CasinoLuck are informing me that they haven't blocked my account...No.

Their PAYMENT PROVIDER has blocked my account.

Who are their Payment provider?

And since when did Payment Providers get authorization to close people's casino accounts at their own discretion?

This is the first time I have ever heard of this and am a little confused about the matter.

Can anyone enlighten me on this and the reason why their payment provider have done this?

I do not think I will be using them again if their payment provider can close my account on a whim like that.

Thx,

Chipkin9

 

[Nate]

Interesting. Never seen anything like this before - I am assuming it is Everymatrix who has made the decision?

Nate

 

[randomiam]

never ever seen this

in my ten years on-line gaming i have never seen this.
mabye the casinoluck rep here might be able to fill you in more.

 

[Tirilej]

All money from them goes through EveryMatrix so Nate is correct, it's them who have blocked you.

Really strange though if not self excluded. No chargeback anywhere I assume or that could be a reason?

 

[Chipkin9]

Interesting. Never seen anything like this before - I am assuming it is Everymatrix who has made the decision?

Nate

No idea to be honest Nate.

I thought Everymatrix were just the software provider for online Casino's, so I don't know if they also handle the in and out transfer of bets made at these casino's.

Even so; even if they do...how is it possible for them to block an account at one of their clients casino's?

Since when did payment providers become owners of the Casino?

 

[Chipkin9]

All money from them goes through EveryMatrix so Nate is correct, it's them who have blocked you.

Really strange though if not self excluded. No chargeback anywhere I assume or that could be a reason?

Yea I think they do handle the money when bets are made through games they provide.

So that would make them a payment provider.

But since when did payment/(software) providers start running casino's and decide who can and cannot play at said casino's?

Very odd.

I'll wait for another response from CasinoLuck.

The only possible thing I can think of is I closed my NextCasino account well over a yer ago and they are now starting to "kick" me from all everymatrix operated casino's.

I still don't understand how they can do that.

Thx for the response

 

[Tirilej]

Yea I think they do handle the money when bets are made through games they provide.

So that would make them a payment provider.

But since when did payment/(software) providers start running casino's and decide who can and cannot play at said casino's?

Very odd.

I'll wait for another response from CasinoLuck.

The only possible thing I can think of is I closed my NextCasino account well over a yer ago and they are now starting to "kick" me from all everymatrix operated casino's.

I still don't understand how they can do that.

Thx for the response

If you take a look at Everymatrix website they can provide a casino with almost everything, as if it was totally ran by them.
I believe Casino Luck are veryfying customers themself and send the authorisation to EM to pay, but they are still doing their own checkings.

Did you self exclude from Next and not have cashed out anywhere since then it could be the reason.
I belive CasinoLuck are just trying to make it look as if it isn't an EM casino...and I don't blame them at all.

 

[Chipkin9]

If you take a look at Everymatrix website they can provide a casino with almost everything, as if it was totally ran by them.
I believe Casino Luck are veryfying customers themself and send the authorisation to EM to pay, but they are still doing their own checkings.

Did you self exclude from Next and not have cashed out anywhere since then it could be the reason.
I belive CasinoLuck are just trying to make it look as if it isn't an EM casino...and I don't blame them at all.

It does appear to be that Casino's operated by Everymatrix are owned by them...I don't know how silly that sounds or if there is any truth in that claim, but I have read stories here of players Self Excluding at one Everymatrix operated Casino, only to find out they cannot register or deposit at another Everymatrix operated Casino.

Since I closed my account on NextCasino, I have deposited and withdrawn many times at CasinoLuck, and have never ever run into any difficulties with them.

It was just really surprising to find I was unable to log into my account.

And frustrating to find that they did not even have the courtesy to inform me via phone or Email.

 

[Tirilej]

It does appear to be that Casino's operated by Everymatrix are owned by them...I don't know how silly that sounds or if there is any truth in that claim, but I have read stories here of players Self Excluding at one Everymatrix operated Casino, only to find out they cannot register or deposit at another Everymatrix operated Casino.

Since I closed my account on NextCasino, I have deposited and withdrawn many times at CasinoLuck, and have never ever run into any difficulties with them.

It was just really surprising to find I was unable to log into my account.

And frustrating to find that they did not even have the courtesy to inform me via phone or Email.

No they are not owned by them, but some are using EM's licence and if they do then the rules about Self Exclusion is valid. They have just handled it in a bad way. Every casino doesn't use their licence though so that is what players have to look for.

I hope it gets solved then and that you can play and get paid as usual

 

[Chipkin9]

No they are not owned by them, but some are using EM's licence and if they do then the rules about Self Exclusion is valid. They have just handled it in a bad way. Every casino doesn't use their licence though so that is what players have to look for.

I hope it gets solved then and that you can play and get paid as usual

Thanks Tirilej, that makes alot more sense when put like that.

Very strange timing though to block my account now, since NextCasino were closed by myself well over a year ago.

"I hope it gets solved then and that you can play and get paid as usual "

I was going to respond that I hope so too, but the bitter child inside me that hates unnecessary inconvenience is telling me "I m never playing there again".

We'll see

 

[hoff1985]

very strange!!!! really interested in an official answer!

 

[dunover]

I believe Einstein had a great theory: E=MC2

Dunover's new revolutionary theory for the 21st. Century: EM=FU2

 

[hoff1985]

I believe Einstein had a great theory: E=MC2

Dunover's new revolutionary theory for the 21st. Century: EM=FU2

hahahah good one

 

[Chipkin9]

very strange!!!! really interested in an official answer!

Me too

I will provide an update on the situation whenever I get a response from CasinoLuck on the matter

 

[Jono777]

I believe Einstein had a great theory: E=MC2

Dunover's new revolutionary theory for the 21st. Century: EM=FU2

Your talents are so wasted sir, :notworthy

Peter Kay, Jack Dee, etc wankers compared to your SOH!

Even more reason to make efforts to get my ass to the MM!

 

[spintee]

Thats a strange one

Isn't it funny how when asked about payments etc its oh sorry its out of casino hands etc but all of a sudden now the payment team can block accounts lol,

My guess like someone pointed out it is not the payment team but actually Every "noway" Matrix,I am sure all the casino's that are running from them are just a sub domain,

Like the 8 millon bingo sites 888 have running from them, If you look you can actually see on there licence for alot is just one address E;G 888.com/bingo** but when go to the bingo site you will not see the 888.com in the address bar just the bingo**
Than its up to the site how to promote etc,

I believe casino luck is one of the good ones running from there, I am surprised they did not give you a reason? I am sure if If I am paying somebody for a service and they told me you cannot do this and that I would want to know why,

I also believe in the U.K regs your are in tilted to know why and all & the info they have you you, I do not know how this works but thats another story,

Please do update

 

[Chipkin9]

Thats a strange one

Isn't it funny how when asked about payments etc its oh sorry its out of casino hands etc but all of a sudden now the payment team can block accounts lol,

My guess like someone pointed out it is not the payment team but actually Every "noway" Matrix,I am sure all the casino's that are running from them are just a sub domain,

Like the 8 millon bingo sites 888 have running from them, If you look you can actually see on there licence for alot is just one address E;G 888.com/bingo** but when go to the bingo site you will not see the 888.com in the address bar just the bingo**
Than its up to the site how to promote etc,

I believe casino luck is one of the good ones running from there, I am surprised they did not give you a reason? I am sure if If I am paying somebody for a service and they told me you cannot do this and that I would want to know why,

I also believe in the U.K regs your are in tilted to know why and all & the info they have you you, I do not know how this works but thats another story,

Please do update

Couldn't agree more with your sub domain and 888/Cassava comment Spintee

CasinoLuck were my favourite Casino at one point, until Videoslots rode into town

 

[Chipkin9]

UPDATE:

My account has now been reopened; but instead of an explanation I get asked a question.

"Hi Paddy,

Your account should be open again.

Have you by any chance registered a thrid party card at any other site using the same payments provider as us? I believe this may be the reason the account was frozen by them

Kind regards,
Sam!"

Now before I even entertained that question with a response to them, this is what I thought:

How the hell can they reopen my account and NOT know the reason for the account block? Surely they must have been informed by Everymatrix as to the reason why EM closed my account.

Overall this is very sloppy and reeks of incompetence on both parts.

For anyone interested in the answer to the question asked; here is my response to CasinoLuck:

"Hi,


Thank you for the response.


To be able to tell you if I have used a third party card (I assume this to mean a relatives), I would need to know who the payment provider of CasinoLuck is.


I have a gander that it is Everymatrix.


But in relation to CasinoLuck deposits, I have never ever used a relatives card, only my own card, Skrill deposits and maybe a paysafe card deposit or two have been made on my CasinoLuck account.


There may be a possibility that I have used a relatives card at another casino that operates on Everymatrix, so that is perhaps what you are alluding to. If this is the case then this would have been a very very long time ago and still does not make any sense as to why my CasinoLuck account had been blocked.


Despite what has happened and my account now being reopened, I now feel very hesitant about using a site that operates using the Everymatrix platform.


This is the first time I have ever encountered or even heard of an issue like this; and I now feel that Everymatrix at any time can just block and close my casino account at their own whim without even giving me a notification Email.


I will seek advice on the matter.


Regards,


Chipkin9".

So there you have it, once upon a time before I had my own bank account, I may have used a relatives card to make a deposit at a completely different casino that operates on the Everymatrix platform, and that may be even stretching it since I used my skrill account for deposits at that such time.

Regardless of the above, I used to use my mum's bank card and my brother in laws bank card (before Skrill) for years at William Hill without any issues.

Even more regardless is the fact that my account was closed by a Casino's payment provider without an explanation and then reopened and still no explanation as to why.

I think I will be taking a permanent vacation away from the Everymatrix operated Casino's.

 

[spintee]

Couldn't agree more with your sub domain and 888/Cassava comment Spintee

CasinoLuck were my favourite Casino at one point, until Videoslots rode into town

I still belive they have good guys and ok casino, But yet again Everymatrix is poking there nose it yet again? When are they going to stop? If you do not know whats wrong than how can you sort it,

One time EM was ok now they have gone sour, Like the Flavidus Limitet by MYEG BV, & 888, riffling licence out to any one that rings them

 

[Tirilej]

I think I will be taking a permanent vacation away from the Everymatrix operated Casino's.

Good that it's solved.

Now if you ever get into more trouble with an accredited site I suggest you pm the rep before you start a thread.
I took the liberty to send him a pm yesterday and I see he have read the thread now.

That is one of the reasons we have reps in here. So they can help us.
If they can't then it's another thing.

Just think about it the next time

 

[vinylweatherman]

This is probably not "solved". This irregularity from years before could suddenly kick in again at any point. It should really have been left "in the past" because it hasn't been an issue for all these years, and KYC has subsequently been passed.

As for UK regs, it's a Subject Access Request, and it should probably be served on Everymatrix as well as CasinoLuck. It may reveal what information they have and are processing, and it should also reveal whether there is an error in this information which when processed results in things like an account lock.

Many companies refuse to discuss such issues under their usual customer service and complaints procedures, even though they know full well that they can't hide from a formal SAR. It's just being awkward, they will have to produce this information anyway, but the handling of it has just made EveryMatrix look even worse than they already do, and has revealed that they call the shots to a greater extent at casinos using their platform than they would like players to know. It also shoots down any of their "we can't do anything about it, you will have to deal with ******** casino yourself". It also means that in the notorious case of the rogue EveryMatrix casino operator that screwed over a number of players, EveryMatrix COULD have intervened rather significantly, and forced them to treat the unpaid players fairly or shut off their ability to take deposits altogether.

 

[Chipkin9]

Good that it's solved.

Now if you ever get into more trouble with an accredited site I suggest you pm the rep before you start a thread.
I took the liberty to send him a pm yesterday and I see he have read the thread now.

That is one of the reasons we have reps in here. So they can help us.
If they can't then it's another thing.

Just think about it the next time

Thanks Tirilej.

If memory serves me correctly, then I think the very first thread I started on Casinomeister was a condemning thread about another casino and photo ID.

You were the very first person to comment that there were Casino Reps here on CM and that I could get in contact directly with those Reps if ever a need be; and it turned out to be very sound advice, and it is something that I will be forever grateful for.

However, this thread in particular is something that needed no Rep involvement and something I felt that the whole slotting community should be made aware of as CasinoLuck told me by Email that it was NOT CasinoLuck that closed my account, but their payment provider; so that makes it a matter that is out of the Casino's hands, so therefore not a matter for Eric.

And I would like to apologize to Eric if he feels otherwise.

But to me the issue at hand was the fact that Everymatrix had my account blocked and did not provide a reason for the closure before or after.

So I felt because of this, that it was a matter that everyone on CM should be aware of; considering my account was closed by a third party (In this case Everymatrix) and not the Casino.

Thanks.

 

[Chipkin9]

This is probably not "solved". This irregularity from years before could suddenly kick in again at any point. It should really have been left "in the past" because it hasn't been an issue for all these years, and KYC has subsequently been passed.

As for UK regs, it's a Subject Access Request, and it should probably be served on Everymatrix as well as CasinoLuck. It may reveal what information they have and are processing, and it should also reveal whether there is an error in this information which when processed results in things like an account lock.

Many companies refuse to discuss such issues under their usual customer service and complaints procedures, even though they know full well that they can't hide from a formal SAR. It's just being awkward, they will have to produce this information anyway, but the handling of it has just made EveryMatrix look even worse than they already do, and has revealed that they call the shots to a greater extent at casinos using their platform than they would like players to know. It also shoots down any of their "we can't do anything about it, you will have to deal with ******** casino yourself". It also means that in the notorious case of the rogue EveryMatrix casino operator that screwed over a number of players, EveryMatrix COULD have intervened rather significantly, and forced them to treat the unpaid players fairly or shut off their ability to take deposits altogether.

Those are my sentiments exactly VWM and the very reason I will now be avoiding EM operated Casino's i the future.