Casinocruise doesn´t pay > 12K

[Tirilej]

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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.

They are on the list yes, but that doesn't mean that they are using anything else than the games from Every Matrix.
We can never be sure who are stand alones and not until we have a complete list.

For now we have to ask each casino.

I've never self excluded from any casino, but I do feel for those who have who maybe just took the easy way to close their account without thinking about the consequences it would have.

 

[jumboshrimp]

I have been very frustrated at a few everymatrix casinos. I paid real money for slots that lag and disconnect and when you couple that with incredible losing streaks. I found myself so angry that I wanted to close the casino in question for all time. Pleassee exclude me from this non-working casino. That doesn't mean I have a gambling problem.

I am playing at other EM casinos that work better than the other ones, but I had no idea that my winnings can be confiscated. What SE rule, where is it?? Why am I paying if I can't win?

That op should have been paid!!!!!!!

 

[Kiwiguy]

I've crossed C.Cruise in my travels them seem o'k though haven't got to the stage of a payout (story o my life rofl) gl OP .

 

[Simmo!]

I've crossed C.Cruise in my travels them seem o'k though haven't got to the stage of a payout (story o my life rofl) gl OP .

Casino Cruise isn't really the problem here: it's EveryMatrix's exclusion policy but as the casino they are expected to handle the customer-facing part of the transaction and the problems that go with it.

 

[dunover]

I have been very frustrated at a few everymatrix casinos. I paid real money for slots that lag and disconnect and when you couple that with incredible losing streaks. I found myself so angry that I wanted to close the casino in question for all time. Pleassee exclude me from this non-working casino. That doesn't mean I have a gambling problem.

I am playing at other EM casinos that work better than the other ones, but I had no idea that my winnings can be confiscated. What SE rule, where is it?? Why am I paying if I can't win?

That op should have been paid!!!!!!!

I refer you to a thread I started recently, and which many CM posters made good contributions to:
https://www.casinomeister.com/forums/threads/clarity-of-related-casino-terms.66725/

 

[quber]

We have Ecogra's official statement regarding such matters and it is as follows:

The basic procedure for any account opened or accessed during a self-exclusion period is that neither the player nor the operator should benefit from play by a vulnerable person.

Therefore the player should be returned the position they were in before play commenced – i.e. refund the deposits and void any winnings.

We are pushing hard to get a solution in place that will notify the player upon registration. The current one isn't a good one - no need to go through all this wasted time and pain (talking about the player of course). Apologies Senfpott. Thanks for the update.

So have all players that have deposited since the 6th April and lost, so have not been picked up by the withdrawal process, had their deposits returned to them if they are self excluded at any other EM site?

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

How are players supposed to know that they have to go through the regulator to get their losses returned if you don't inform them or they haven't read this thread? You should be pro-active on this and return all deposits otherwise you are in a win win situation where you keep all losing deposits and also keep all winnings if there are any. That is rogue.

As has been mentioned numerous times in this thread not all SE are for gambling problems, why don't you just ask players that are SEing if they want to be blocked from all the EM casinos with a list of which ones they are.

 

[LloydApter]

Thanks for the additional posts and questions. Amidst our discussions with EM to solve this issue, we are looking into a variety of solutions; naturally, you understand that this is not just our decision to make, but rather we require the cooperation of EM as well. The best solution, of course, is to automatically block such customers from sister websites, and such a solution is being developed to be deployed as soon as possible. In the meantime, we suggest that if any customer has any concerns about whether his or her self exclusion will be applied to another website, to contact customer support in advance.

 

[quber]

Thanks for the additional posts and questions. Amidst our discussions with EM to solve this issue, we are looking into a variety of solutions; naturally, you understand that this is not just our decision to make, but rather we require the cooperation of EM as well. The best solution, of course, is to automatically block such customers from sister websites, and such a solution is being developed to be deployed as soon as possible. In the meantime, we suggest that if any customer has any concerns about whether his or her self exclusion will be applied to another website, to contact customer support in advance.

But this is your decision to make, I agree that you may need the cooperation of EM to sort this but you make the decision.

They are your customers so you have the responsibility of care, if a player deposited and had no chance to win then that deposit should be returned .

 

[dontknowtobet]

I was writing something but apparantely it's wrong, my apologies.

 

[asparkes15]

This is rogue behaviour through and through. Anyone who thinks otherwise needs to get their head checked. To OP, if you need legal advice PM me, I have a barrister that would definitely help you through this.

 

[dontknowtobet]

This is rogue behaviour through and through.

It's also unscrupulous.

 

[bigodz]

I happen to have self excluded from other Every Matrix casinos.
I'm also registered to CasinoCruise and haven't won anything yet, according to their T&C I should have never been allowed to play there.
So according to their decision regarding OP's claim and consequent actions, I'm entitled to get my deposits back on CasinoCruise, no?


EDIT: I actually missed some of the earlier posts about this exact subject.

EDIT: Feedback from casinocruise support

Crew Member 1: Hello XXX! Unfortunately this process is done by EveryMatrix, as we have no access of what other casinos you are excluded from. In case you have made your deposits after you made your self-exclusion from other casinos, then EveryMatrix will be the ones to refund your deposits and close your account with us. I will now forward the case to them, and get back to you as soon as we have an answer

UPDATE: CasinoCrew just replied and I have been refunded accordingly.

 

[CasinoCruiseRep]

This is rogue behaviour through and through. Anyone who thinks otherwise needs to get their head checked. To OP, if you need legal advice PM me, I have a barrister that would definitely help you through this.

The situation is that several casinos are operating under the same EM Maltese license so if a player SE at one of the sister casinos it is the same as SE from all of them. All deposits are refunded to such players. Moving forward - EM is looking for a better solution and we are working on our own license. In the meantime - apologies for the inconvenience and please double check yourselves re SE. Thanks for the post.

 

[Mouche12]

The situation is that several casinos are operating under the same EM Maltese license so if a player SE at one of the sister casinos it is the same as SE from all of them. All deposits are refunded to such players. Moving forward - EM is looking for a better solution and we are working on our own license. In the meantime - apologies for the inconvenience and please double check yourselves re SE. Thanks for the post.

"Apologies for the inconvenience" is a bit of an understatement given the fact that the casino confiscated 12K from the OP. Refunding deposits only serves the casino well; the OP should receive his full winnings as he was not aware that he was SE from your site as a consequence of previous SE(s) elsewhere. Your system accepted his deposit(s) regardless, so the casino should pay up.

I concur with Asparks15 and would definitely seek legal assistance if I were the OP.

 

[CasinoCruiseRep]

"Apologies for the inconvenience" is a bit of an understatement given the fact that the casino confiscated 12K from the OP. Refunding deposits only serves the casino well; the OP should receive his full winnings as he was not aware that he was SE from your site as a consequence of previous SE(s) elsewhere. Your system accepted his deposit(s) regardless, so the casino should pay up.

I concur with Asparks15 and would definitely seek legal assistance if I were the OP.

That's not the whole story. We have already concluded in this thread and with the player that he breached the bonus terms, the SE was an extra issue and there have been cases where we have refunded large amounts of deposits when players have lost. I'm not sure why this has all been re-opened again but thanks for the post. And yes, I'm also sorry for the player.

 

[Mouche12]

That's not the whole story. We have already concluded in this thread and with the player that he breached the bonus terms, the SE was an extra issue and there have been cases where we have refunded large amounts of deposits when players have lost. I'm not sure why this has all been re-opened again but thanks for the post. And yes, I'm also sorry for the player.

It has not been proven (yet) that the player breached the bonus terms, I thought the evidence for this was inconclusive. The extra issue was the alleged violation of the bonus terms. It started with the SE issue, and suddenly this violation of bonus terms popped up. I need conclusive evidence that this was really the case. Refunding (substantial) deposits is not enough, players should be paid their winnings in full.

 

[Finn]

The extra issue was the alleged violation of the bonus terms. It started with the SE issue, and suddenly this violation of bonus terms popped up.

I don't see what is so suspicious in this supposed time line.

https://www.casinomeister.com/forums/threads/casinocruise-doesn´t-pay-12k.66693/?t=66693

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)

Then this was posted 7 hours later

https://www.casinomeister.com/forums/threads/casinocruise-doesn´t-pay-12k.66693/

You: My account is blocked since yesterday an I wanted to know if there are some news to this case. In them morning i´ve been told that I should get informations during the day
S: May I please have your username?
-----
S: As far as I see your winnings were confiscated due to a breach of the bonus's terms and conditions

Timeline:

- Senfpott withdraws. His background data is send for review to the department and people responsible for background check, and gameplay data is send for review to the department and people responsible for reviewing gameplay data.

- 2 hours later his account is locked by the department responsible for background checks. He contacted live chat and he was informed of the reasons for locking.

- Gameplay department completes it's review before the next live chat session. They could have completed their review even during the first live chat session.

- On the next day, he contacts live chat again, and is informed of in addition to being self excluded, of his bonus violation.

Note that it was not the gameplay department contacting him of his bonus violation, but him contacting the live chat and being informed of his bonus violation. The gameplay department could have completed their job anytime between his first and second live chat, they could have completed their job even during the first live chat session. So background department could have been just less than hour faster than gameplay department in completing their job.

Someone might argue that if both departments had completed their job at the same time, that would be even more suspicious and sign of the casino making stuff up.

But in reality, neither of those scenarios is in anyway truly suspicious.

 

[Mouche12]

I responded to the casino rep's message that the SE was an extra issue. However, the way this case was presented showed that the SE issue was at the core of the OP's problem to get paid. Also, I inderstand that the OP did comply with the T&Cs until he had met WR (i.e. he started wagering in excess of the maximum bet size after having met WR). And the latter has, IMO, not been evidenced to the contrary - then again, the OP seems to have left this discussion and did not submit a PAB. Too bad.

 

[Senfpott]

Hi Guys,

I´m still here of course. I already did the PAB and thats the reason why I´m not writing here...

Greets Senfpott

 

[ugaboga]

If the casino can't proactively police the clause of SE accounts at other casinos operating under the same license, then they shouldn't police it retroactively. Like others have stated, it's an ethical issue. If a player loses, he doesn't get his deposit refunded - yet a winning player will have his winnings voided and a refund issued. It clearly provides an enormous advantage to the casino.

 

[CasinoCruiseRep]

If the casino can't proactively police the clause of SE accounts at other casinos operating under the same license, then they shouldn't police it retroactively. Like others have stated, it's an ethical issue. If a player loses, he doesn't get his deposit refunded - yet a winning player will have his winnings voided and a refund issued. It clearly provides an enormous advantage to the casino.

With respect to the SE issue, this is the official statement from eCogra for EM:

The basic procedure for any account opened or accessed during a self-exclusion period is that neither the player nor the operator should benefit from play by a vulnerable person.

Therefore the player should be returned the position they were in before play commenced – i.e. refund the deposits and void any winnings.

 

[CasinoCruiseRep]

Hi there,

the PAB is already done, so I don´t want to say much more here in this thread. Casinocruise did send me the whole gamelog an Friday in a detailed pdf-document and I´m still in contact with LloydApter in this case. So nothing to complain about the communication so far.

Senfpott

This is just to confirm that the player has had for a while now the full game log.

Also, I know that the player is aware that he broke the bonus terms by wagering too much with his bonus money.

It is an unfortunate thing, because a breach of the bonus terms is a breach of the bonus terms however small or large the consequences.

 

[asadzareef89]

This is just to confirm that the player has had for a while now the full game log.

Also, I know that the player is aware that he broke the bonus terms by wagering too much with his bonus money.

It is an unfortunate thing, because a breach of the bonus terms is a breach of the bonus terms however small or large the consequences.

I think this thread should be closed as almost all gamblers know EM casinos and they still pull the trick of joining another em casino after SE to get deposits back in case they lose n try n get all the money if they win

I don't think you should explain any further as u have been more than co-operative as responsibility also falls on the gambler to know certain things i-e if u have a gambling problem dont gamble

 

[LOOKAWAY]

Does anyone know all 64 Every Matrix casinos, don't wont to get caught out on this one.

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[asadzareef89]

Does anyone know all 64 Every Matrix casinos, don't wont to get caught out on this one.

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when you join a casino, at the bottom of every site next to the certificates n stuff it tells u if its a everymatrix casino

from main page, clearly visible

''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/CL1/497/2010
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.''

every EM casino does n must display the above