CasinoCruise refused to pay my £1700 winnings after making withdrawal.

So if excluded from one of over 60 everymatrix casinos is gambling problem then how all rest everymatrix casinos can allowed same players to open acconts and collect deposits without problem ... Only in some day player win then got voided winings with reason - excluded in one of 60 everymatrix brands in past.


In one of your previous posts figured even Slotobank casino ( poor quality brands using often roqe practice) So if somone make excluded from roqe everymatrix brand Slotobank Then from this moment dont recived any money from his winnings in all rest everymatrix brands.

But can still play open new acconts and make deposits - just cant make withdrawal......

And one more things if somone make self excluded in roqe Slotobank - Self excluded always automatic is called gambling problem? - Or if somone just dont like casino / dont wonna recived no more spam to emails and after reading a lot complains in web decided close acconts so make self excluded.

Somone can say - You shoud go to live chat and ask to close acconts or send email with asking to close acconts - Mayby yes but in poor quality / roqe casinos like example slotobank - support team often just ignoring request like this and only way is make selfexcluded .

This is not only this person issue this is topic importand to all players who have in past any self exclude in one of all 60 everymatrix brands becose in this case all of them allowed to open acconts and colect deposits but not allowed to pay winnings

You can't self exclude as an alternative for closing your account. If a casino refuses to close your account you can complain on the forums and if that doesn't work you can approach their regulator.

Self exclusion only relates to gambling issues and legally a player that self excludes needs to be treated by the casino licensee as someone with a self confessed gambling problem.
 
I'm sorry you feel the way you do but legally once you have SE the licensee must return your deposit and close your account, which was what happened.

So why did CasinoCruise not do the above and allow multiple deposits from the user? They only decided to close the account and not pay when a large withdrawal happened after multiple deposits?

How come other (much more reputable than CasinoCruise) everymatrix sites continue to take the OP's action and have not done such things to him?

How come Casino Cruise refuse to provide details of anything to the OP and everymatrix themselves ignores him?

This whole things stinks in my opinion, it looks to me like the OP is telling the truth here and I am not trusting casinocruise anymore if I am honest.
 
So why did CasinoCruise not do the above and allow multiple deposits from the user? They only decided to close the account and not pay when a large withdrawal happened after multiple deposits?

How come other (much more reputable than CasinoCruise) everymatrix sites continue to take the OP's action and have not done such things to him?

How come Casino Cruise refuse to provide details of anything to the OP and everymatrix themselves ignores him?

This whole things stinks in my opinion, it looks to me like the OP is telling the truth here and I am not trusting casinocruise anymore if I am honest.

Like many casinos the verification happens when a player wants to withdraw. That said we know we need to improve the process and close SE player accounts as quick as possible so they do not have to waste their time gambling for free as their deposit needs to be refunded regardless.
 
You can't self exclude as an alternative for closing your account. If a casino refuses to close your account you can complain on the forums and if that doesn't work you can approach their regulator.

Self exclusion only relates to gambling issues and legally a player that self excludes needs to be treated by the casino licensee as someone with a self confessed gambling problem.

I've not read the English version of your rule, just the Swedish.
There it says nothing about self exclusion mean the same as having a gambling problem. It actually just say ''If you feel you need to take a break from gambling, you can do that from 7 days and up to a year.
It also says it's not the same as closing an account, but it doesn't say what the difference is.

Since I'm Swedish I know that casinos also use different words in Swedish to translate self exclusion but there aren't any in Swedish that means the same as those words.

How in the world do you expect any player to know what you mean if you don't say it? I would never understand what consequenses there could be by choosing the wrong option. It is a trap. I think you at least need to take a closer look at the Swedish rules. The English ones I let someone else check.
 
Lloyd as a Co - Owner of CasinoCruise you can't make statements like that above and not honour them.

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I have been sent no evidence of any self exlusion from either you or EveryMatrix. As long as forum members see what type of casino this is my job is done. They can make their own minds up if they want to trust you with thier deposits. I have made a formal complaint to the UKGC in relation to you having no adequate complaint process or arbitration third party procedure or if you do I have not been offered it. I will also be sending a letter of notification to EveryMatrix London office this week. I would send one to you as well seeing as CasinoCruise took my deposits and I hold your casino responsible for sending me the email to my private email inviting me to open an account but seeing as you are in Israel that is not a practical option. I will never make an online deposit to any casino ever again after this fiasco. If a casino ever refuses to pay and honour a genuine wager it is time to leave.
...

I think you are getting too wound up over this. Obviously, the whole situation is regrettable, but you are making some bold claims. What evidence to you have that the casino sent you an email inviting you to open an account? You have not produced this email - yet you have referred to this at least once or twice. I am making an educated guess that the email was from an affiliate - not the casino. How is an affiliate supposed to know that you quit? And if you did quit - why did you open an account there?

I agree that this is a disappointing outcome, but please don't twist the facts around.
 
Valid point Tirilej! VWM asked earlier whether the OP's SE is indeed an SE or merely a "cool off period". I am anxious to know how this will proceed. Lloyd, you and the CEO can surely come up with something better than just returning the OP's deposits - the way it stands now is IMO damaging to your casino's reputation.
 
I feel vindicated now. I did start a thread recently and reported it to Bryan/Mods, along the lines of "As a part of their accreditation, can't the casinos be required to do a simple edit of a few lines of html in their T&Cs whereby ALL casinos/skins in their group which can affect another casino in that group are listed."

As I pointed out then, this would save Max from unnecessary PABs regarding bonus duplicity and refused winnings due to that, as well as refusing winnings for the SE reason, as is the case here.....:rolleyes: So we have another lengthy thread, a disgruntled customer refused winnings and the rep then has to take time out also to put his side of the story.

To ALL casinos - For pity's sake start updating your terms with a list of linked sites that can affect either bonus takers or SE players when they attempt to withdraw from your sites. Everyone wins, less work for Max/CM and the reps and less disappointed customers. How hard can it be???
 
I have had accounts with Guts, Thrills etc which are all part of the EveryMatrix Group in the last nine months and deposited 4 figure sums and never made a withdrawal. No one from these casinos or EveryMatrix has contacted me saying I am self excluded from one casino in their group and offered to return my deposits. Surely this basis of not paying me my winnings must work both ways if you are applying this rule not honour a wager which was played in good faith.

Guts Casino not longer a part of EveryMatrix Group for a couple of months.
 
Before we start beating up the casino rep, let's keep in mind that the OP and casino rep have been in communication with one another about the whole thing.

Further, if you are self excluding, then you should not be playing at all. Self exclusion is not a tool to close an account - it's saying you have a gambling problem and need to quit. It is not something anyone should take lightly to include the player.

I also don't feel that anyone should be pointing fingers at the casino for "enticing" the player with an email. This is obviously an affiliate tactic and the OP probably was either spammed, or signed up to someone's spam list somehow.

I'll check to see if the casino rep wants to join in to this fracas. I'm not even sure he knows that this thread exists - it's up to the OP to contact the casino rep to let him know that there is a thread to be monitored. Please put the torches and pitchforks down until we hear from LLoyd.

Sorry to jump in my friend, But the bit highlighted is abit wrong :) Just because people exclude does not mean they have a problem or need to quit,

I agree its not a tool to use to stop playing at certain sites, And we have found out it brings alot of problems, I believe dunover admitted today that he excluded from such a site as he was pi$$ed of with wrong terms,

Its a bad idea really as if someone ask to just shut them of for a while than next thing they on another site and win to be told sorry you are excluded from other site? We not paying you, Its been said and done many of times, People have not excluded just a shut of but words has been took for an exclude,

All sites should have an auto do it your self, 1hr 24hr, 1 wek, 1 month, if use this than no reason to be denied winnings from other sites, I will add an example but will not mention the site, There is no exclusion there but at least its there, I no all U.K regs state they have to have this, But some ask whats the reason & my saying is ask no questions I tell no lies,

Any way hope all had a good weekend & no hang overs :)
Edit::: There is a self exclude, Eye sight is on the blink

1..JPG
 
You can't self exclude as an alternative for closing your account. If a casino refuses to close your account you can complain on the forums and if that doesn't work you can approach their regulator.

Self exclusion only relates to gambling issues and legally a player that self excludes needs to be treated by the casino licensee as someone with a self confessed gambling problem.


I repeat,

You can't self exclude as an alternative for closing your account Agreed and if people do its there own doing, But they should be signs saying you will not be able to play xyz,

If a casino refuses to close your account you can complain on the forums and if that doesn't work you can approach their regulator.

Any decent casino will close an account, Not all people come on to forums, Also speaking to the regulator is falling on deaf ears, Useless
 
Guts Casino not longer a part of EveryMatrix Group for a couple of months.


According to the EveryMatrix website as of today they are. I attach a link.

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Does anyone actually know what casino brands are in the entire EveryMatrix Group? There is the standard list on the company's website but when you do a quick search on the internet they seem to be partners with a lot of casinos that are not on their list. It may be helpful to avoid these situations if someone can show a complete list of EveryMatrix casino partners and make it a permanent fixture on the forum so members do not walk into this trap again and again.

Mark
 
I think you are getting too wound up over this. Obviously, the whole situation is regrettable, but you are making some bold claims. What evidence to you have that the casino sent you an email inviting you to open an account? You have not produced this email - yet you have referred to this at least once or twice. I am making an educated guess that the email was from an affiliate - not the casino. How is an affiliate supposed to know that you quit? And if you did quit - why did you open an account there?

I agree that this is a disappointing outcome, but please don't twist the facts around.


Fully respect your position CM but I am more than happy to forward you a copy of the email. The email had the email address Cruise. Being a simple layman I assume CasinoCruise would know if people were using their name to send emails. I have received another one since, even though CasinoCruise customer service stated last week they would sort this out and stop me getting these emails.

I have stated nothing that I can't back up.

Warmest wishes
Mark
 
According to the EveryMatrix website as of today they are. I attach a link.

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Does anyone actually know what casino brands are in the entire EveryMatrix Group? There is the standard list on the company's website but when you do a quick search on the internet they seem to be partners with a lot of casinos that are not on their list. It may be helpful to avoid these situations if someone can show a complete list of EveryMatrix casino partners and make it a permanent fixture on the forum so members do not walk into this trap again and again.

Mark

Its verry hard, Especially that the U.K website for gabling commission is wish wash (back to front)
I have came across sites I nether heard of and pigy backing of other sites, Alot is for getting a U.K licence, This is for a number of reasons, Either to sh%t to get one, Running of rubbish sites which they still do, Just pinching a licence of EM,

I am no ecpert but the amount of complaints about EM in recent times and there sites is enough to put any person of, Should not be aloud and if the U.K had the right people on board I bet alot more sites will be closed,

This is my opion only and I am open to any debate
 
Unfortunately I don't Barrasboy. Is it worth the money and effort (besides your other actions) to have a lawyer look at this and see if you can somehow retrieve your winnings?
 
i think EM put themselves and their clients in a vulnerable position for not putting a SE system in place that block certain players from further registrations. if someone now wants to strike a casino/EM, they can easily SE at one of their sites, then deposit multiple times at the one they aim to trash until they hit and the shitstorm is guaranteed when withdrawal will not be processed. player will get deposits back and EM/casino image will suffer. what is worse in this business than not paying winnings? OP is genuine, not saying this about him! is just a scenario that can simple happen.

a SE system also must deal with players that are already registered to multiple casinos of EM network. if for example im regular at Jetbull but also at Next and Casinoluck and i SE at the first, it should automatically stop me to play the laters. with the current state its a loss-loss situation for all involved. i boycotted EM by stopping playing their clients since that awful lag/balance bouncing that lasted too much i could handle. now i would do it again. amateurs
 
I must say I don't hold this against Casino Cruise and I know Lloyd is doing what he can. I blame Every Matrix all the way because they are the ones who create issues both for the players but also for the casinos that are using their license.

When it comes to what casinos it is about, the list the rep posted should be the ones. Only them becuse other casinos are just using software from them, and they have their own licence. I saw Super Lenny was on that list and since they are a sister casino to Thrills they shouldn't be there. They have their own license so that's confusing. Did you get that list from EM then please check with them? We need a list we can trust completely!
Could we then make all those casinos to put them in their T&C's and as a list sent to a player that self exclude also, we've come a long way.

If it states in the bottom or about us on a casinos website that it's run by Every Matrix then it is. You can always check the licence number yourself.

The op said he had played at Guts and Thrills. They both have their own licence now so they have nothing to do with his SE. He must have SE'ed from another one on that list and he should of course know which one it is, or be told.

If he as he said have made deposits at several of them after his SE then he will get those deposits back too, but his winnings he won't get if they can prove that he had self excluded. It stinks but they don't have much choice as it seems.
 
IMHO, there should be an "internet-wide" self exclude list. If a player self-excludes themselves (not a "cooling off period",) they should be barred from all online casinos, not just the one. Think about it - if they're self excluding themselves from a casino, then they're admitting they have a problem and shouldn't be allowed to gamble anywhere.
 
While the rep listed a handful of casinos, it is my understanding there are many more than just those under the Everymatrix licence. Perhaps they are just the UKGC licenced ones.

Guts WAS Everymatrix until recently. If his deposits were under the EM licence, then they should be refunded I would hope. I would check with the Guts rep about that, and if he is still permitted to play.

It's a mess from start to finish,

As for self-excluding: It was recently suggested to me by a CSR at an accredited casino that I self-exclude, as I could not permanently close my account. My issue was not gambling related, but in relation to a problem with my Visa Card and their system. I said I did not want to do that, it could open up a whole can of worms. They assured me it would not.

I have been a CM member and read many of these threads, the average joe probably would not have.
 
IMHO, there should be an "internet-wide" self exclude list. If a player self-excludes themselves (not a "cooling off period",) they should be barred from all online casinos, not just the one. Think about it - if they're self excluding themselves from a casino, then they're admitting they have a problem and shouldn't be allowed to gamble anywhere.

The whole problem tho is to many people that don't have a problem self exclude.

Ive never got why people close accounts and self exclude at casinos every week for various reasons from losing to not getting a bonus etc. etc.

But sadly many people instead of just not playing at a casino they don't like self exclude. They have no gambling problem yet think self excluding from casinos is best thing to do. Now we are seeing all the problems this is causing.

Theres even a trial going on in Glasgow now where people can self exclude from all bookies in area by making a phone call. How the hell that's going to work I don't know. Just waiting now for people to start saying they had self excluded from all bookies yet a member of staff let them walk in and blow their wages.
 
IMHO, there should be an "internet-wide" self exclude list. If a player self-excludes themselves (not a "cooling off period",) they should be barred from all online casinos, not just the one. Think about it - if they're self excluding themselves from a casino, then they're admitting they have a problem and shouldn't be allowed to gamble anywhere.

Sorry that would be a disaster. If many casinos don't distinguish as Spintee says between SE and 'taking a break' then a player could unintentionally ruin their future chance to play, and only the rogues would take their money. The rogues would cash-in - and well!

I have used the SE button myself, and have never had a problem gambling issue, but when pissed-off with a bad service have used it as the quickest way to divorce myself from the casino.

If there was ever to be a central register of problem gamblers online, then it would have to be by carefully administered application and in detail via a specific site independent of any casino, i.e. GA.
 
Well, as long as there was a central database that players could join for self exclusion, I don't see it being a problem. As long as it was explained to them thoroughly before joining the list that they would not be able to play at any online casino after exclusion, and offer them the option of a "cooling off" period instead of this permanent option.

I know for Pennsylvania, they offer a 1 or 5 year SE option as well as a lifetime ban from statewide casinos. Caesars Entertainment group takes it one step further by barring play at any of their properties in the WORLD from any patron that is on any state's SE list.
 
As for self-excluding: It was recently suggested to me by a CSR at an accredited casino that I self-exclude, as I could not permanently close my account. My issue was not gambling related, but in relation to a problem with my Visa Card and their system. I said I did not want to do that, it could open up a whole can of worms. They assured me it would not.
.

Yeah I was told that once too. If some casinos don't take self-exclusion seriously, how can players.
 
The big problem with the position of EveryMatrix is that they expect their players to understand corporate law, as who is related to whom is anything but clear in layman's terms. The average player see an internet filled with different casinos, all run by different people. The way licensing works is different everywhere, and is often obfuscation by design in order to hide the true owners behind a web of shell companies. It is STILL unclear who owns what in this case, as the position of EveryMatrix is ambiguous, it appears to be a subcontractor that operates the casino on behalf of the owners, so it should be the owners, not EveryMatrix, making the important operating decisions.

The responsible gambling provisions are NOT meant to be a means for casino operators to screw over their players, so it's simply not good enough for the internal communications to be so lax that players are able to play through numerous deposits with no possibility of winning, and not know this until they DO win and withdraw. This method of implementation may also put EveryMatrix in breach of the UKGC provisions as they may not be refunding the deposits of losing players who have self excluded as they are reliant on checks at the time of withdrawal.

The email from an affiliate can't just be dismissed out of hand, as in law the company is still ultimately responsible for the actions of it's contractors and promoters, and if the email itself is in breach of the rules on marketing, the UKGC will be going after the casino, not the affiliate.

EveryMatrix seems to be saying that they have to abide by the UKGC rules exactly, without any leeway for specific circumstances, yet when it's EveryMatrix that hasn't "played by the book", they are arguing that they should be allowed some leeway themselves because they can't effectively police their affiliates, and don't have a completely foolproof self exclusion system operating across the EveryMatrix brands.

The "same license number" argument is dead in the water really, as whilst the casino is relying on it here to prove a connection beyond doubt between sites, we have in other threads reps vigorously arguing that the same license number CANNOT be taken as evidence of a connection between sites, and this tends to crop up when one or two sites operating under such a license have gone rogue, and others are trying to disassociate their own brands from the rogue label. We have even seen this same argument put forward by other EveryMatrix casino reps where a couple of notorious rogues have damaged the reputation of the brand as a whole.


In essence, the rep for casino Cruise is arguing that we should treat them as though they are a sister site to Slotobank in this situation, but if so, we should apply this consistently, and this would explain why this issue has had a couple of players saying that EveryMatrix as a whole should be considered a brand to avoid. The argument presented here also means that it's EveryMatrix that has screwed over those Slotobank players who have not been paid, so they are not getting paid on the say so of EveryMatrix, not the rogue operators of Slotobank. Since EveryMatrix call the shots on who should be paid, why haven't they just overruled Slotobank and paid those players, and then seized the money to cover it from what they would otherwise have distributed back to the owners of Slotobank in net share of the profits.
 

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