Buck&Butler - EveryMatrix

[Zeek]

Hello, First of all I would like to say i looked for the casino rep in the list but couldn't find it.

I joined Buck&Butler and was playing blackjack for a few hours when i recieved a notice that my account was closed as i had self excluded from another of their sites. I checked my E-Mail and i have a message from EveryGaming saying

"it will not be possible for you to open any other accounts and gamble with any sites managed and operated by EveryMatrix. Should you manage to register an account with one of our partners we will exclude any such account/s and potentially retain your winnings and return the deposits on any such account."

I spoke to live support on Buck&Butler who referred me to everygaming, whom i have emailed and now have an open ticket on their website which contains the contents of the email they sent stating that my deposits will be refunded.

I have an Email from Buck&Butler stating the balance of my account and the total amounts of my deposits. My balance exceeds my deposits.

The Issue i have at the moment is that i tried to talk to live support on the everymatrix website to recieve some assurance as to what will happen and they told me it was the "sports department" and to contact the casino and abruptly ended the chat. I re-opened it and said that the casino told me to contact them only for the customer service representative to reply with "I told you the answer" and abruptly end the chat again.

I spoke to Buck&Butler live support again, who contacted everymatrix and re-affirmed that my deposits will be refunded.

I accept that i have some responsibility in regards to checking whether or not i am excluded and at this point in time the only complaint i have is the rudeness of the everymatrix representative and that the website should have prevented me from making a deposit but i'm just seeking some sort of assurance as to what will happen with the deposits/balance of my account as this has never happened to me before.

I hope this doesn't break any of the forum rules. I will update as/when things progress although i would appreciate some advice on what i should do as at the moment i've been referred to everymatrix who haven't responded to my email and the live support is dismissive and refers me to the casino who in turn refer me to everymatrix.

Thanks for any advice and apologies if i have missed any of the rules.

 

[hhhelllo]

The good old Self Exclusion BS from Everymatrix. Your deposits will be refunded and thats it... Lesson learned... You can search the forum... There a million thread like this one...

 

[goatwack]

Everymatrix - the word that sends a shiver down the spines of every CM member :machinegu:icon_evil

 

[Zeek]

The good old Self Exclusion BS from Everymatrix. Your deposits will be refunded and thats it... Lesson learned... You can search the forum... There a million thread like this one...

I would actually be perfectly happy for it to be resolved with my deposits being refunded. I should add that the customer service representative i spoke to earlier on Buck&Butler was kind and understanding and seemed to do everything possible. I still feel a little uneasy about the whole situation but hopefully we reach an amicable resolution.

 

[Harry_BKK]

I would actually be perfectly happy for it to be resolved with my deposits being refunded. I should add that the customer service representative i spoke to earlier on Buck&Butler was kind and understanding and seemed to do everything possible. I still feel a little uneasy about the whole situation but hopefully we reach an amicable resolution.

The UKGC states clearly:

If a SE'ed player registers at a sister site and this is not detected at registration then the casino in question has to void all bets & winnings and return the account to its original balance, refund it to the method used for the deposits or bank transfer and close the account.

Nothing to be afraid off, you will receive your deposits back.

 

[Zeek]

The UKGC states clearly:

If a SE'ed player registers at a sister site and this is not detected at registration then the casino in question has to void all bets & winnings and return the account to its original balance, refund it to the method used for the deposits or bank transfer and close the account.

Nothing to be afraid off, you will receive your deposits back.

I realise i might be being a little impatient but i tried contacting everymatrix support chat again and they told me that they're the sports department (again) and that the support chat is only for their operators and to contact the casino, which i did. The casino support chat told me they have been in contact with them several times and that everymatrix wants to handle it through their own self exclusion team and that they are handling all the funds and payments.

All i would like is some acknowledgement from everymatrix about what is happening. It seems bizarre that they would send me an email with a link to the ticket that is open and a link to the support chat if it is only meant for operators and they're unable to discuss it with me. I honestly don't know what i'm supposed to do other than wait and hope it is resolved.

 

[Harry_BKK]

I realise i might be being a little impatient but i tried contacting everymatrix support chat again and they told me that they're the sports department (again) and that the support chat is only for their operators and to contact the casino, which i did. The casino support chat told me they have been in contact with them several times and that everymatrix wants to handle it through their own self exclusion team and that they are handling all the funds and payments.

All i would like is some acknowledgement from everymatrix about what is happening. It seems bizarre that they would send me an email with a link to the ticket that is open and a link to the support chat if it is only meant for operators and they're unable to discuss it with me. I honestly don't know what i'm supposed to do other than wait and hope it is resolved.

No worries, EM is not the quickest with such things but they will adhere to the UKGC regulation. And that is very clear that deposits have to be returned.

 

[Zeek]

I've just recieved e-mail confirmation from EveryMatrix that my deposits have been returned and will reach my account in a few days. The live support at Buck and Butler was understanding and helpful although in this instance it appeared to be mostly out of their control but I accept the issue arose partially through my own fault.

Lesson learnt but i'm glad it was resolved.

 

[martydavies]

Hi Zeek,

Glad you managed to get this sorted, this post grabbed my attention as I am going through something very similar with another one of EM's casinos Jetbull, mine is slightly different in the fact that when I registered with Jetbull, I managed to have my account active for over a week, I made a deposit and also a withdrawal with Jetbull no problems at all, as soon as I hit a big win and withdrew they asked me to verify my account, I sent the docs across to them, the next day I get a response from EM security team saying I have self excluded from another site previously (I am not even aware of this - they did not give me the name of the casino) but instead of saying my account will remain blocked they have said that the exclusion period has ended and that I can re-open my account if I want to, totally confused, angry and completely frustrated by this, I have no doubt they are just trying to get out of paying my winnings and will end up stating my winnings are void and will only return my deposits! Absolute joke and appalling service, I have played at many casinos but EM casinos have topped the list for me on the most avoidable after this experience, I am currently awaiting a response from EM self exclusion team.

Sorry to ramble on about my story, I might open a new thread to see who can advise on what's best to do

Martin

 

[Harry_BKK]

Hi Zeek,

Glad you managed to get this sorted, this post grabbed my attention as I am going through something very similar with another one of EM's casinos Jetbull, mine is slightly different in the fact that when I registered with Jetbull, I managed to have my account active for over a week, I made a deposit and also a withdrawal with Jetbull no problems at all, as soon as I hit a big win and withdrew they asked me to verify my account, I sent the docs across to them.

The next day I get a response from EM security team saying I have self excluded from another site previously (I am not even aware of this - they did not give me the name of the casino) but instead of saying my account will remain blocked they have said that the exclusion period has ended and that I can re-open my account if I want to, totally confused, angry and completely frustrated by this, I have no doubt they are just trying to get out of paying my winnings and will end up stating my winnings are void and will only return my deposits!

Absolute joke and appalling service, I have played at many casinos but EM casinos have topped the list for me on the most avoidable after this experience, I am currently awaiting a response from EM self exclusion team.

Sorry to ramble on about my story, I might open a new thread to see who can advise on what's best to do

Martin

Online casinos are required by the regulations to request KYC docs when total withdrawals exceed GBP/EUR/$ 2,300. That would explain why they asked you for the docs.

They are also required by the regulations to give you the name of the other casino where your SE was still active. Hence, you should receive that information from the EM self exclusion team.

If your SE at the other casino has expired prior to your win at Jetbull then they will have to pay that withdrawal. However, if it was still just within the SE period then they only have to return your deposit/s.

The email from EM should state clearly on what date at which casino for what period the SE was activated.

My advice if you use SE regularly is to make a record of the properties to avoid such problems in the future.

EDIT: And please hit that ENTER key once in a while when you post, makes it easier to read, see above.

 

[martydavies]

Thank you for your reply, that's really helped me, do they have to abide by this rule? Or will their terms and conditions get them out of paying the total withdrawal?

 

[martydavies]

Thank you and I will remember to hit ENTER

Just a quick question regarding your information, do all Casinos have to abide by this rule? My feeling is that EM will try and find a loop hole somehow?

 

[Harry_BKK]

Thank you and I will remember to hit ENTER

Just a quick question regarding your information, do all Casinos have to abide by this rule? My feeling is that EM will try and find a loop hole somehow?

I will post the answers in the thread you started.