Casinocruise doesn´t pay > 12K

[Finn]

It is confusing to know who are stand alones and not but I know that Next/Luck have their own licence,

Next and Luck seem to use the generic Everymatrix License.

Casino Luck

COPYRIGHTS © 2015, ALL RIGHTS RESERVED. CasinoLuck.com
The website is operated and managed by EveryMatrix Ltd, a company bearing registration number C44411, and having its registered address at Suite 10, Level 4, Portomaso Business Tower, Vjal Portomaso, St.Julians, STJ 4011, Malta. EveryMatrix Ltd. is licensed and regulated by the Malta Gaming Authority (www.mga.org.mt) in virtue of a Class 1 license numbered MGA/CL1/497/2010The Casino games, Quickfire, are provided by EveryMatrix N.V. a limited liability company incorporated under the laws of Curacao, bearing company registration number 108354 and having its registered address at Dr. Hugenholtzweg Z/N, Curacao and is licensed and regulated in virtue of license number No. 8048/JAZ granted by the Government of Curacao.

Next Casino

The website is operated and managed by EveryMatrix Ltd, a company bearing registration number C44411, and having its registered address at Suite 4, Num. 62/63 Morina Court, George Borg Olivier Street, St.Julians, STJ 1081, Malta. EveryMatrix Ltd. is licensed and regulated by the Lotteries and Gaming Authority of Malta (www.lga.org.mt) in virtue of a Class 1 license numbered LGA/CL1/497/2010.
The Casino games, Quickfire, are provided by EveryMatrix N.V. a limited liability company incorporated under the laws of Curacao, bearing company registration number 108354 and having its registered address at Dr. Hugenholtzweg Z/N, Curacao and is licensed and regulated in virtue of license number No. 8048/JAZ granted by the Government of Curacao.

 

[Tirilej]

Next and Luck seem to use the generic Everymatrix License.

Casino Luck


Next Casino

I have asked the rep several times. They are stand alones so they do not follow Every Matrix rules when it comes to self exclusions.
I asked as late as yesterday so I guess it's still the same today.

 

[brianmon]

It is confusing to know who are stand alones and not but I know that Next/Luck have their own licence, and so does Thrills/SuperLenny.
Guts/Betspin also.

But those 2+2+2 are sister casinos so are you self excluded at one of them you can't play at the other one.

But which casinos that Every Matrix lists, apart from those above, I don't know if we ever will find out.
Please Lloyd if you have a list then give it to us so we know which are connected to your casino

They may have separate Maltese licenses, I don't know
But according to the UKGC website, They ALL share one UK licence. If you click on the 'gambling commission' logo on any of those sites, you'll be taken to the same license, which ultimately belongs to jetbull.com

 

[brianmon]

I have asked the rep several times. They are stand alones so they do not follow Every Matrix rules when it comes to self exclusions.
I asked as late as yesterday so I guess it's still the same today.

That could depend on if you're a UK resident,
Although I don't know, since the OP was from Germany

 

[Tirilej]

I'm just telling what I have been told. Go ask yourself.

Maybe a new thread would be great too. Everyone doesn't read this.

 

[brianmon]

Unless of course, it's an option with EM, and Casino Cruise have decided to use the option to void the OP's winnings, where as casinoLuck and next, don't use that option

 

[Finn]

They may have separate Maltese licenses, I don't know
But according to the UKGC website, They ALL share one UK licence. If you click on the 'gambling commission' logo on any of those sites, you'll be taken to the same license, which ultimately belongs to jetbull.com

But according to UKGC website, they have their own UKGC licenses also.

Guts/Betspin

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Thrills/Superlenny

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Spoiler

My guess is that someone from EveryMatrix messed up filling some official form and because of that it lists Jetbull as the trading name instead of EveryMatrix being the trading name and Jetbull being just another whitelabel, and because of badly filled form, it also lists at least 3 sites that have their own UKGC licenses as EM whitelabel sites. Or maybe they originally planned to use Everymatrix UKCG, but then decided to get their own licenses, and that form is just outdated.

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Spoiler

EDIT:

Bah, sometimes those links seem to be just to take some expiring search results. So I copied the original content, and used spoiler tags to make the post shorter. You can safely click those "Show Spoiler!" buttons, no plot revelations about your favorite tv show, movies or books or anything like that.

 

[Nammy]

https://www.casinomeister.com/forum...nt-get-closed-down-betspin-com.66774/?t=66774

Betspin refunded deposits AND winnings.
In my opinion they did the only right thing.

Of course, although you can colour me up surprised. I'll have to have a read of that thread. If they did, all credit to them.

Our OP here is owed 12K.

Hi LloydApter,

thanks again. I do understand that. Of course disappointing for me, but it seems fair.

Remind me which bit seems fair?

The casino was one you had not signed up at before. You had not self-excluded at this casino but at a sister operation about which you were apparently given no notification. By any reasonable standard of expectation, you signed up at a casino where you were "clean".

Let's add on to that that they then threw out the "illegal betsizes" thing - which you knew was false. And that when asked to supply evidence they provided only the apparently "illegal" bets, rather conveniently it seems to me, avoiding addressing the issue of when the bigger bets occurred. And why was this even relevant, if they already had you by the short n' curlies on the self-exclusion issue?

To rephrase your comment I quoted: I do not understand that. And it's disappointing to me that it seems fair to you. Because it doesn't seem fair to me. It seems to me that you've accepted an unfair result extremely readily. But in the light of the fact that your 12K (yes, that's your 12K Senfpott; you won it fair & square and in good faith) is certainly gone, maybe you're simply being rationally philosophical. I can understand that, although I struggle to empathise with it.

I hope at least you've taken away the relevant lessons: >>>don't self exclude<<<, and when you're done with a bonus or whatever, >>>just cash out<<<. Don't start betting big on the basis that "the bonus rules are satisfied". Make a clean break, then start in a-swingin' with the big bets on a fresh deposits.

 

[Nammy]

https://www.casinomeister.com/forum...nt-get-closed-down-betspin-com.66774/?t=66774

Betspin refunded deposits AND winnings.
In my opinion they did the only right thing.

Of course, although you can colour me up surprised. I'll have to have a read of that thread.

Hi LloydApter,

thanks again. I do understand that. Of course disappointing for me, but it seems fair.

Remind me which bit seems fair?

The casino was one you had not signed up at before. You had not self-excluded at this casino but at a sister operation about which you were apparently given no notification. By any reasonable standard of expectation, you signed up at a casino where you were "clean".

Let's add on to that that they then threw out the "illegal betsizes" thing - which you knew was false. And that when asked to supply evidence they provided only the apparently "illegal" bets, rather conveniently it seems to me, avoiding addressing the issue of when the bigger bets occurred. And why was this even relevant, if they already had you by the short n' curlies on the self-exclusion issue?

To rephrase your comment I quoted: I do not understand that. And it's disappointing to me that it seems fair to you. Because it doesn't seem fair to me. It seems to me that you've accepted an unfair result extremely readily. But in the light of the fact that your 12K (yes, that's your 12K Senfpott; you won it fair & square and in good faith) is certainly gone, maybe you're simply being rationally philosophical. I can understand that, although I struggle to empathise with it.

I hope at least you've taken away the relevant lessons: >>>don't self exclude<<<, and when you're done with a bonus or whatever, just cash out.

 

[Tirilej]

Let's add on to that that they then threw out the "illegal betsizes" thing - which you knew was false. And that when asked to supply evidence they provided only the apparently "illegal" bets, rather conveniently it seems to me, avoiding addressing the issue of when the bigger bets occurred. And why was this even relevant, if they already had you by the short n' curlies on the self-exclusion issue?

What is the matter with you?
You don't know that it was false in any way. You didn't play, and you didn't suffer the loss. Still you're the one who's most disappointed

Are you a relative to the OP in any way because I can't figure out what you're doing in here besides trying to discredit Casino Cruise?
And you say you don't play online

 

[chuchu59]

Hi there,

at first, please forgive me my bad english. I´m from germany and english is not my native language.

So, this is my 12K-Problem with casinocruise:
I openened an account and did 2 deposits of 50,00 EUR. With the second deposit I won over 12K EUR playing several slots. The run of my life!

So, after playing I wanted to do a withdrawal. The maximum Amount was EUR 2.300 and I had to send some documents. I did that like I did in many other casinos. 2 hours later my account was blocked. I got no message about that from casinocruise. So I talked to the support via livechat. There I was told that the account is blocked because they have information, that I self excluded me from another casino in the same network (Everymatrix)

Since that, I got no information of what´s going on....

It´s the truth, that I closed some casino accounts via self exclusion. I always do that, when I decide not to play in a casino anymore. Just to prevent hackers abusing the account.
I read the Terms of casinocruise but I couldn´t find any hints, that I did any wrong things....

I´m playing in onlinecasinos for years and I never had any problems. Now, after my biggest win of all times, the trouble starts....

Any ideas how to go on?

greets

Senfpott

Sorry to barge in so late. The thread has been started for over a week but as usual my old eyes cant take me to reading all posts in this 12-page thread. For what they are worth here are my comments:

The OP says he self excluded himself from some casinos to prevent hackers abusing the account. Wouldnt it be simpler to just close the account?

The casino denied winnings because Everymatrix caught info that the OP had self-excluded himself at other casinos using Everymatrix. Surely, if they had taken the gambling issue seriously the OP would not have been able to register at Casino Cruise. My apologies if these points had been mentioned by other posters already.

 

[Finn]

Let's add on to that that they then threw out the "illegal betsizes" thing - which you knew was false. And that when asked to supply evidence they provided only the apparently "illegal" bets, rather conveniently it seems to me, avoiding addressing the issue of when the bigger bets occurred. And why was this even relevant, if they already had you by the short n' curlies on the self-exclusion issue?

Obviously gameplay and personal background checks are not done by the same casino employee, they have different employees and departments for those. These checks are done in parallel lines. When the player does withdrawal, the department responsible for background checks starts to do those, and the department responsible for gameplay checks starts to do those. It isn't done in series, the department responsible for gameplay checks doesn't wait until background check is done or vice versa. Because gameplay and background checks are concluded in parallel by different personnel and departments, if there is something wrong in both, being informed of these violations at different times isn't surprising, rather it is something you would expect to happen.

The level of computer skills varies a lot. Based on other threads, some people in addition to not bothering to read terms and conditions properly don't even know what Ctrl+F does, nor do they know how to use that to find max bet limits and surpass them due to this. Someone could get confused by full logs, but they might remember the time when they completed the wagering, and for them list of bets passing the limit with the time stamps is better. Some other people have better computer skills and they might be better off with full logs. I guess it would be best if casino sent both at same time.

 

[Nammy]

You don't know that it was false in any way. You didn't play, and you didn't suffer the loss. Still you're the one who's most disappointed

The OP has been provided with the logs now, and he did not suggest in his last post there were any such errors on his part. The only issue was the self-exclusion. It's safe to say there were no such infringements. However, it would be helpful if he could state the fact categorically.

And yes, I am frankly flabbergasted that the OP takes this all in such good part, and I am certainly more annoyed than he is. But to be even just a tiny bit annoyed would make me comparably more annoyed. He's batted away £12,000 winnings with no more than "it's disappointing but fair". Fool or saint? Either way, he's a wonderful customer.

Are you a relative to the OP in any way because I can't figure out what you're doing in here besides trying to discredit Casino Cruise?

That's just mud-slinging. The casino is discrediting itself. It needs no help from me:

The player signed up with no indication he shouldn't be playing. There was no auto-block on players who had self-excluded from sister casinos. That is the casino's fault, not the player's. On the fact alone they should pay him, and acknowledge the mea culpa. That would be the fair outcome. We have no way of knowing that self-excluded players who lose get their deposits back. I'll refrain from expressing my opinion on the likelihood of that, but until self-excluders are automatically blocked, the only possible fair resolution is to pay them their winnings. This player should be paid.

The casino denied winnings because Everymatrix caught info that the OP had self-excluded himself at other casinos using Everymatrix. Surely, if they had taken the gambling issue seriously the OP would not have been able to register at Casino Cruise.

Of course; that is patently self-evident.

 

[AffGency]

What is the matter with you?
You don't know that it was false in any way. You didn't play, and you didn't suffer the loss. Still you're the one who's most disappointed

Are you a relative to the OP in any way because I can't figure out what you're doing in here besides trying to discredit Casino Cruise?
And you say you don't play online

Why are you always on the casino sides, people make mistakes

and i know CasinoCruise and Lloyd as well, i would say he is a fair fine lad

but still, everytime i read, you bashing out players who come up with any problems, there is no reason to protect them you are not Batman, and the casinos are not Gotham City and the Players are not the Penguin or the Joker ... just chill a bit

 

[AffGency]

It's probably not a problem unique to Casino Cruise. These are the other white label casinos of jetbull.com who share the same licence according to the UKGC

Status: White Label

BeanBagSports.com
Bonza.com
CasinoLuck.com
Guts.com
NoxWin.com
PlayHippo.com
Slotobank.com
Superlenny.com
Thrills.com
casinocruise.com
m.casinocruise.com

secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=39383

does any of the reps come forward and told us whats the matter if u are self excluded by one of them , you cant play at any of them ?

Does this only applies for UK customers ?

 

[AffGency]

I contacted them to ask why I was told by Live Chat that I was still allowed to play at Casino Cruise even while excluded from another EM casino.

They told me that they have just changed their policy so that anyone who made an account after 6th of April 2015 will not be paid if they win and have their deposits refunded.

My account was not blocked or closed after this policy change and I could still log in today. They say accounts will only be closed once you request a withdrawal and EM verifies your documents. As I deposited before 6th April I am not entitled to have it refunded, this only applies for deposits made after 6th April.

This means there will be many active players at Casino Cruise who will not be paid if they win as this policy was only introduced and there is no system in place to close accounts or block customers from signing up in the first place. This only happens during verification. Customers who deposit and play and never actually manage a withdrawal will move on to another casino and never know that they never stood a chance of winning or that they are even entitled to have their deposits refunded.

this is a big joke .. they put a date out and say everyone before that is not entitled to get a refund

what about Thrills/Superlenny ? RoyalPanda ? ect.

Is there's noone who can get a list ? Bryan maybe ?

 

[Tirilej]

Why are you always on the casino sides, people make mistakes

and i know CasinoCruise and Lloyd as well, i would say he is a fair fine lad

but still, everytime i read, you bashing out players who come up with any problems, there is no reason to protect them you are not Batman, and the casinos are not Gotham City and the Players are not the Penguin or the Joker ... just chill a bit

I'm certainly not always on the casinos side. I wasn't this time either.
I look at every issue from both sides.

Sometimes it is the players fault and sometimes the casino. In this case there was wrong doings from both no doubt about that, and if you read my posts again then maybe you'll see that I said that.
While you're doing that then please read the other 4000 too. I suspect you will be finding a lot of posts against casinos. Maybe more than the opposite.

Thanks for not accusing me for working at this casino too though. I can't work everywhere you know

 

[AffGency]

I'm certainly not always on the casinos side. I wasn't this time either.
I look at every issue from both sides.

Sometimes it is the players fault and sometimes the casino. In this case there was wrong doings from both no doubt about that, and if you read my posts again then maybe you'll see that I said that.
While you're doing that then please read the other 4000 too. I suspect you will be finding a lot of posts against casinos. Maybe more than the opposite.

Thanks for not accusing me for working at this casino too though. I can't work everywhere you know

LOL , no this time it wasn't that obviouse .. hahah joking

I have read it and i saw that you took the right side here , as that casinos need to protect players from signing up before and not when making a withdraw .. so i apologize to you , my Catwoman

 

[Tirilej]

LOL , no this time it wasn't that obviouse .. hahah joking

I have read it and i saw that you took the right side here , as that casinos need to protect players from signing up before and not when making a withdraw .. so i apologize to you , my Catwoman

Thanks

I have also answered a few of your questions about what casinos are related and which one you can play at without getting Every Matrix involved.
Just a few posts back.

I'm also well aware that I can act like a bitch sometimes... but just like any cat I can be nice too

 

[AffGency]

If a player that SEed deposits and loses they can go to the regulator and get their deposit back. All EM SE are only considered gambling issue SE.

Yes, we are working on a better solution. For now 1) check the EM site for casino partners 2) don't SE rather ask the casino to stop sending you emails or to close your account

And of course if you SE because you have a gambling problem then you should not be gambling anyway

this means im entitled to get thousand's of euros back ? this will be starting to get funny

 

[AffGency]

It is confusing to know who are stand alones and not but I know that Next/Luck have their own licence, and so does Thrills/SuperLenny.
Guts/Betspin also.

But those 2+2+2 are sister casinos so are you self excluded at one of them you can't play at the other one.

But which casinos that Every Matrix lists, apart from those above, I don't know if we ever will find out.
Please Lloyd if you have a list then give it to us so we know which are connected to your casino

thanks Tirilej

Can i confirm that PlayHippo is one of EM casinos with the same licence ?

 

[Tirilej]

thanks Tirilej

Can i confirm that PlayHippo is one of EM casinos with the same licence ?

You have to ask them. I know nothing about Playhippo.

 

[Leoantho]

I think I might be in same boat, my account with them got closed after I had already deposited a few times and lost does this mean I'm entitled to a refund? It seems I was because i self excluded from another casino and after getting verified with casinocruise they closed my account. I also had $200 of cashback I was suppose to be receiving but not anymore since they closed my account.

 

[LloydApter]

You have to ask them. I know nothing about Playhippo.

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Playhippo is on the list shown -

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EM are working on sorting out the SE saga so that's why some players are just suddenly having their accounts closed. So, we can expect a bit a mess until all the historical stuff is sorted out but going forward it will be properly organized.

 

[LloydApter]

I think I might be in same boat, my account with them got closed after I had already deposited a few times and lost does this mean I'm entitled to a refund? It seems I was because i self excluded from another casino and after getting verified with casinocruise they closed my account. I also had $200 of cashback I was suppose to be receiving but not anymore since they closed my account.

Hi Leoantho, same but with an added twist. The case in hand includes both a bonus breach and a SE at a related casino, so the outcome will be the same.