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

[Jory]

By not refunding your deposit when you had excluded from an EM site means that they are breaching the licensing rules of the UKGC - how many times has it been posted when someone has won that the reason the winnings cant be paid is because it states in the UKGC terms that an excluded player must be returned to the position he was in prior to depositing??? So Casino Cruise are feeding you a lot of BS, its not an EM policy its the UKGC terms for issuing a license and I would love to see what the rep has to say about this.

Yes, I find it funny how they use their license as an excuse not to pay winners, but when it comes to refunds then it's all about EM policy.

The rep was aware of my situation because after being told by Live Chat that I could play there while self-excluded at two other casinos using the same license, I contacted him for a second opinion. Like Tirilej says it took a very long time to get an answer even after many reminders. He seemed very hesitant to say anything on the matter and eventually I was simply told that it's "not a good idea" to play there while excluded. My account was still left open though so I had to go back on live chat and explain that my account needs to be closed because I shouldn't be allowed to play here. What a ridiculous situation to find yourself in.

 

[syntynyt]

the last several posts written here are unacceptable for an accredited casino, highlighting the lying part. but upon checking the rep(co-founder) on google it's explainable as to why the OP is not paid to this hour and the casino acts roguish.

i'm not the type that forget the bad, like many did with Betfair case, stopping the no-touch-at-all boycott because of new staff, providers, payouts... with 'past is past' argument. now in or X years from now i will not forget this thread if i ever have the will to sign up at casino cruise.

 

[vorcirion]

What do suggest other than link the UK GC logo to the page that shows the casinos we share the license with? A SE player should ad least want to check this, no?



We don't close the player accounts as we have no way of even knowing that the player is already SE at another casino on the same license. I will get some stats for you from EM - good question.

I don't understand why you have no way of knowing if player is already SE at another casino. You have all his details already when he signs up. Documentation during withdrawal process is just a confirmation to what he told you during signing up. So you should have enough info to know if he has self-excluded or not before any kind of documents...provided that he gave the correct information of course. You have his name...address...birthdate. What else do you require before you KNOW that he has self-excluded? Or you just don't bother checking your SE list before player tries to make a withdrawal?

 

[pmhcfc]

Wow...what a thread

I feel very sorry for the OP, it's another case of a casino setting the rules to please itself. They do whatever they can to put themselves in a 'Heads they win, Tails you lose' scenario.

God knows how many tens of thousands they have raked in from people who are SE from another casino somewhere, knowing full well the depositor will nevr be paid.

Anyway...Power to the People here, I too have closed all my EM accounts, including Casino Cruise.

 

[ugaboga]

I don't understand why you have no way of knowing if player is already SE at another casino. You have all his details already when he signs up. Documentation during withdrawal process is just a confirmation to what he told you during signing up. So you should have enough info to know if he has self-excluded or not before any kind of documents...provided that he gave the correct information of course. You have his name...address...birthdate. What else do you require before you KNOW that he has self-excluded? Or you just don't bother checking your SE list before player tries to make a withdrawal?

Exactly. All EM casinos share the same framework. It would take very little for EM to cross-check new registrations if they've self-excluded at another EM casino and deny their registration.

Like others have said, It is clearly lucrative to accept deposits from people where the casino has zero risk exposure. If they lose, everything continues as normal, if they win - deny their payout for being self excluded at another EM casino.

 

[CasinoCruiseRep]

According to our EM account manager - it works like this at the moment:

1. Initial SE is processed in 24h after a player requested it.
2. After the initial SE (1 above) all accounts will be blocked in 5 days (by EM)
3. The Super ID is in documentation phases meaning that we need to identify unique identifiers for tagging players' accounts. Eg: e-mail. More on this when I am updated.

My comments to the above:

2. Want this period radically shortened and a confirmation that all deposits are returned once the account is blocked.
3. We will discuss this with EM management to get this prioritised

 

[quber]

According to our EM account manager - it works like this at the moment:

1. Initial SE is processed in 24h after a player requested it.
2. After the initial SE (1 above) all accounts will be blocked in 5 days (by EM)
3. The Super ID is in documentation phases meaning that we need to identify unique identifiers for tagging players' accounts. Eg: e-mail. More on this when I am updated.

My comments to the above:

2. Want this period radically shortened and a confirmation that all deposits are returned once the account is blocked.
3. We will discuss this with EM management to get this prioritised

You were saying before that you don't want to mention other casinos within the group on your site, which I can understand.

To add to the above proposals why don't all EM casinos have a standard email sent to all players that do SE, this could state very clearly what EM's policy is on SE and also list all casinos that are in the group and that the player is in effect banned from.

One of the main issues at the moment is the lack of accountability and the lack of information given to the customer even suggesting that a player should know that self exclusion applies to all EM casinos and that the player should be doing internet searches to check his eligibility, a vast proportion of players are blissfully unaware of any of this.

When this Super ID is in place will all players that have had accounts in the past where they never had a chance of being paid get their deposits back?

 

[3jokers]

This is just despicable. That's all I have to say.

 

[asparkes15]

Are you saying that if I am on another EM Casino and I have put £80 into casino cruise, I can claim it back because I was supposed to be banned?

 

[CasinoCruiseRep]

To add to the above proposals why don't all EM casinos have a standard email sent to all players that do SE, this could state very clearly what EM's policy is on SE and also list all casinos that are in the group and that the player is in effect banned from.

Great proposal! Thank you! Yesterday in our directors meeting this whole SE issue was discussed and I believe we now have sufficient attention to get things properly in place. I have just asked for your proposal to be considered as it would be a very effective and should be relatively simple to implement, but let's see.

When this Super ID is in place will all players that have had accounts in the past where they never had a chance of being paid get their deposits back?

I am checking about all deposits being paid back on all SE players and will post once I know what is the current policy and process.

 

[homerbert]

11 pages thread with blaming casino(for good reason, no problem).
1700 pounds original complaint. Hey, casino cruise, do you have a feeling that you did something wrong? What if you not acting like this, and from begin explain everything and pay 1700 to player as it is not his mistake and not his trouble? Now for this 1700 pounds you got 11 pages against you, lot of negative experience. I am myself get only one thing from this thread - i will never play at casino cruise, and will try to stay away from EM(with exception for few casinos like casinoluck and nextcasino).
11 pages and not paying 1700 to play who did not abuser, did not cheat you, did not do anything wrong. 1700 pounds to destroy reputation...Not clever and also not honest.

 

[Tirilej]

Great proposal! Thank you! Yesterday in our directors meeting this whole SE issue was discussed and I believe we now have sufficient attention to get things properly in place. I have just asked for your proposal to be considered as it would be a very effective and should be relatively simple to implement, but let's see.

I am checking about all deposits being paid back on all SE players and will post once I know what is the current policy and process.

Sending an email is not a new suggestion. It has been brought up many times before, but I'm happy you finally listen.
It will solve so many problems. Please hurry

All deposits back will be a huge job for EM but it's the right thing to do. Right now I have no faith in them at all. To keep them I see as stealing.
You could start with Jory who posted in this thread.

I also hope you will change the wording in your rules so that it will be clear to those who read them what they really mean.

 

[spintee]

I am checking about all deposits being paid back on all SE players and will post once I know what is the current policy and process.

I do not think you will have much choice, If going by U.K regs than somebody is going to take this further and they will make you pay all players back, I said this will happen and not only will it cost you and other casino alot of money but also alot of time, I gave fair warning about this, E.M is going to be in a right state of affairs,

11 pages thread with blaming casino(for good reason, no problem).
1700 pounds original complaint. Hey, casino cruise, do you have a feeling that you did something wrong? What if you not acting like this, and from begin explain everything and pay 1700 to player as it is not his mistake and not his trouble? Now for this 1700 pounds you got 11 pages against you, lot of negative experience. I am myself get only one thing from this thread - i will never play at casino cruise, and will try to stay away from EM(with exception for few casinos like casinoluck and nextcasino).
11 pages and not paying 1700 to play who did not abuser, did not cheat you, did not do anything wrong. 1700 pounds to destroy reputation...Not clever and also not honest.

I agree but I belive there holding back for a reason, If pay one person than it did go to a court it will not look good from there side, I blame E.M for this mess but casino's knew the score and should have done there own checks when people signed up and deposited, I belive its there own greed, I certainly would of done checks If owned a casino, As this could turn real bad & can see E.V being sold off very soon, Believe me,

 

[FavoPlayer]

Problem with EM exist many months and many times was discussed on CM already. And seems like EM have now official SCAM scheme, as when it comes to deposits - they accept them, but when comes to withdrawals - they simply not paying because of regulations.

EM should refund all deposits to all affected players, otherwise they will stay rogue for all the times. And all casinos that working under EM licence now are part of this SCAM scheme too and should be not recommended to play. I don't know why CM keeps those casinos as "Accredited Casinos".

And to CasinoCruise:

1. Your account verifications means anything, because if you had stated that customer verified, but then you just closing his account when it comes to withdrawal.
2. I don't know how other CM members look at this, but to me now clear that Mr. Lloyd words don't have "power" too. As he had promised here on CM that customer will be paid and then just took his words back.

Conclusion.

CasinoCruise and other EM casinos should be avoided and not recommended till:
1. EM provide information/report of customers that has been affected by regulations.
2. Process all refunds to affected customers.
3. Implement new instant verification system.

P.S. Sorry for my terrible English.

Probably no one.

I was excluded at both Next and Lucky casino when I joined Casino Cruise and I didn't get my deposit refunded even after asking. They said it's because "I lost" and at the time I had deposited back in March, EMs policy was to not refund deposits of players who were self excluded and lost. Basically I deposited $100 and the best possible outcome was having my deposit refunded only if I managed to reach the withdrawal stage.

They seem to be trying to blame the player for not doing their homework before joining a new casino, but in my case I contacted them directly and told them that I was excluded at two of their casinos, but they said it "should not be a problem".

 

[flyingguy]

Hey guys, just to say firstly I'm not connected with EM in any way shape or form. I registered with jetbull casino a few days ago, not realising they were part of EM, or probably not remembering I'd self excluded from casino cruise. Anyway, to cut a long story short, deposited £100 and withdrew £1100, happy days. The next next day I had a ton of SE emails from casino cruise, jetbull and one other I can't remember, telling me as an excluded player my accounts are closed etc etc, my deposits would be voided and any winnings cancelled. I did a Google search, found this forum and after reading this post expected the worst. Sent EM an email, explained my mistake of joining, and they said they'd get back to me. Got an email later telling me my withdrawal had been released and my account blocked, and I received the money today. So in all honesty, I'm not sure how my circumstance differs from the OP, it actually left me confused because after reading this post I was really gutted and assumed I'd get nothing. I certainly don't disagree with all the other comments, they shouldn't have allowed me to join in the first place and given that all the sites are on the same platform they should have checks in place. I self exclude when I've had a good win so as not to join another casino of the same group and invariably lose what I won elsewhere.

In answer to an earlier question, the betway group did refund my deposits when I joined a site in the group, lost and didn't contact them, they were very helpful. I hope the OP gets his withdrawal on a good will basis from EM.

 

[spintee]

Hey guys, just to say firstly I'm not connected with EM in any way shape or form. I registered with jetbull casino a few days ago, not realising they were part of EM, or probably not remembering I'd self excluded from casino cruise. Anyway, to cut a long story short, deposited £100 and withdrew £1100, happy days. The next next day I had a ton of SE emails from casino cruise, jetbull and one other I can't remember, telling me as an excluded player my accounts are closed etc etc, my deposits would be voided and any winnings cancelled. I did a Google search, found this forum and after reading this post expected the worst. Sent EM an email, explained my mistake of joining, and they said they'd get back to me. Got an email later telling me my withdrawal had been released and my account blocked, and I received the money today. So in all honesty, I'm not sure how my circumstance differs from the OP, it actually left me confused because after reading this post I was really gutted and assumed I'd get nothing. I certainly don't disagree with all the other comments, they shouldn't have allowed me to join in the first place and given that all the sites are on the same platform they should have checks in place. I self exclude when I've had a good win so as not to join another casino of the same group and invariably lose what I won elsewhere.

In answer to an earlier question, the betway group did refund my deposits when I joined a site in the group, lost and didn't contact them, they were very helpful. I hope the OP gets his withdrawal on a good will basis from EM.

Count your lucky stars, Glad you was paid, You see people that do not come to palace like this have not got a clue about all this SE business,

So it looks like they are picking and choosing who to pay? Makes the situation even worse
Any way glad you was paid and I bet you will not make that mistake again

 

[dunover]

So the Casino Cruise rep agrees with the suggestion that was made meaning they (EM) will send a SE e-mail reminding the player not to join other EM sites and provide them with a list. OK, we're getting somewhere, but it's like shutting the stable door after the horse has bolted.

If they are supportive of providing the SE'd player with a list via e-mail, why not have the bloody list on all their sites and prevent most instances of this BS in the first place??

E-mails are deleted, forgotten. FULL terms and information at all the EM casinos is permanent. So why the hell not??

 

[Tirilej]

Whatever I said I take it back.

 

[vinylweatherman]

On our site if you click on the UKGC license logo in our footer you will arrive here:

You do not have permission to view link Log in or register now.

Search for Casino Cruise and you will find EveryMatrix Software Limited > click on that and you will arrive here:

You do not have permission to view link Log in or register now.

You will see the list of white labels there. However, Thrills and Super Lenny now have their own UK GC license. You can check this on the UKGC site and on Super Lenny footer.

Furthermore, our footer clearly says that we are operating under EM license.

We aren't going to start listing other casinos on our site.

I will fix the UK GC logo link to go straight here:

You do not have permission to view link Log in or register now.

Fair enough.

Status: White Label

www.BeanBagSports.com

www.CasinoLuck.com

www.NoxWin.com

www.PlayHippo.com

www.Slotobank.com

www.Superlenny.com

www.casinocruise.com

www.casinofloor.com

www.favourit.com

www.m.casinocruise.com

www.nextcasino.com

You lie with dogs,
You get fleas.

 

[OceanBear]

Casino Cruise blocking account and refusing to pay winnings

Hi all. My first post so apologies if I step on any toes or indeed if I have posted in the wrong place. ! I have had EXACTLY the same issue and for exactly the same amount of winnings £1700 won from one deposit of £150. Took a break from play (does that sound like a problem gambler?) tried to log in, actually to withdraw and set deposit limits, but found my account locked. I eventually received an email saying I had 'self excluded from another site - which they have not specified and so they had closed my account and I would be refunded my deposit. I wrote explaining that if I self excluded from another site this was simply to close account and prevent any inactive fees or bombardments of promotional materials. Their support email stated that complaints should go to Every Matrix. I did this and when I didn't get a reply I went to their live chat. The person refused to talk with me and, basically, cut me off (I have the log if anyone is interested). I sent support at casino cruise another couple of emails and their reply was very brief :-




We hope this email finds you well.

If you have any complaints, please send an email directly to EveryMatrix: [email protected].

Unfortunately we are unable to make any changes on your account in this case.

Feel free to contact us at any time for any question that you might have. Our Casino Hosts will be more than glad to assist.

Sincerely,


Hardly! I am very upset that this is going on. Like the original post, I accept when I lose but it seems more than unfair that funds wonfair and square should be withheld.

Here is the log of Every Matrix.


21:49 Your Question: I would like to know what is being done with regards my complaint
21:49 Please wait, an operator will be with you shortly.
21:50 Gabriel Popoiu: Hello! How can I help you ?
21:50 You are now chatting with Gabriel Popoiu - OddsMatrix Support
21:50 [email protected]: I made a complaint because casino cruise blocked my account and refuse to pay out my winnings. I would like to know how this is progressing please
21:51 Gabriel Popoiu: you will have to get this info from their support
21:51 Gabriel Popoiu: as you do not have any relation with EveryMatrix
21:51 [email protected]: But they told me to contact you. They say it is because I excluded from another casino under your group
21:52 Gabriel Popoiu: They shouldn't have advised you in this way
21:52 [email protected]: two things. There was no way of me knowing what other sites are in every matrix group and also I self excluded not because of a 'problem' with gambling but simply to close account
21:52 [email protected]: so what does this site do?
21:53 Gabriel Popoiu: if the self exclusion was made before you played with them
21:54 Gabriel Popoiu: from what i know the you will receive your deposit, not really aware as you reached the sports section
21:55 [email protected]: They have not told me what 'other' site they are referring to. I deposited £150 and won £1700. At which point they blocked my account. This can't be right
21:55 Gabriel Popoiu: So for further details please contact the casino on which you are registered, and once they receive any update from us
21:55 Gabriel Popoiu: then surely you will be notified
21:56 Gabriel Popoiu: and you had indeed self excluded from other websites
21:56 Gabriel Popoiu: have
21:56 [email protected]: Does every matrix manage casino cruise?
21:56 Gabriel Popoiu: Yes
21:56 [email protected]: I have closed other accounts by self exclusion because I did not like the sites not because of a problem
21:57 [email protected]: So surely you have jurisdiction on whether they should pay me my winnings and not simply refund initial deposit
21:58 Gabriel Popoiu: When this case will be solved you will receive an answer from them, not us
21:58 Gabriel Popoiu: you have no relation with us EveryMatrix
21:58 Gabriel Popoiu: so for further questions please contact them
21:58 Gabriel Popoiu: i will close the chat now
21:59 [email protected]: But you are their complaints department. I have logged a complaint that they say they will not pay my winnings if £1700
21:59 Gabriel Popoiu: have a pleasant evening
21:59 Gabriel Popoiu: yes but our clients make complaints
21:59 [email protected]: I am a client am I not? Please help me understand this
22:01 Gabriel Popoiu: You are a client of Casino Cruise
22:02 Gabriel Popoiu: I wish you a pleasant weekend and evening
22:02 [email protected]: I forwarded an email to you which clearly states from this that I should contact you if I have a complaint
22:02 [email protected]: Why do you refuse to even talk with me?
22:03 Gabriel Popoiu: we are not allowed to talk to our clients users
22:03 Gabriel Popoiu: you have agreed with their T&C
22:03 Gabriel Popoiu: you have no agreement with us
22:03 Gabriel Popoiu: have a pleasant evening
22:03 Gabriel Popoiu: Bye
22:03 Gabriel Popoiu has left the conversation. Click here to leave a message.


One last thing Casinomeister, will this be seen by EveryMatrix rep and or Casino Cruise rep? Not sure how to do that. Thanks for your patience.

 

[Mouche12]

Well, players are only sent from pillar to post - Casino Cruise refers the player to EM; EM claims that they cannot have contact with the casino's clients. What a terrible mess. You may want to PAB, wishing you the best of luck.

 

[spintee]

Thats total bullcrap, First trying to flog you of by saying you hit the sport department Than saying they have no control speak to the casino ? Than telling you to have a good evening ? How on earth can any body enjoy there self when there just been riped 1700 big ones,

Its a complete joke, Something needs to be done about all this SE business sharpish, I must admit I personally do not SE but I no what can happen but alot of people do not, & you explained very well that you have no problem but wanted to close so no more barrage of emails etc,

I wish you luck and please keep us updated

Hi all. My first post so apologies if I step on any toes or indeed if I have posted in the wrong place. ! I have had EXACTLY the same issue and for exactly the same amount of winnings £1700 won from one deposit of £150. Took a break from play (does that sound like a problem gambler?) tried to log in, actually to withdraw and set deposit limits, but found my account locked. I eventually received an email saying I had 'self excluded from another site - which they have not specified and so they had closed my account and I would be refunded my deposit. I wrote explaining that if I self excluded from another site this was simply to close account and prevent any inactive fees or bombardments of promotional materials. Their support email stated that complaints should go to Every Matrix. I did this and when I didn't get a reply I went to their live chat. The person refused to talk with me and, basically, cut me off (I have the log if anyone is interested). I sent support at casino cruise another couple of emails and their reply was very brief :-




We hope this email finds you well.

If you have any complaints, please send an email directly to EveryMatrix: [email protected].

Unfortunately we are unable to make any changes on your account in this case.

Feel free to contact us at any time for any question that you might have. Our Casino Hosts will be more than glad to assist.

Sincerely,


Hardly! I am very upset that this is going on. Like the original post, I accept when I lose but it seems more than unfair that funds wonfair and square should be withheld.

Here is the log of Every Matrix.


21:49 Your Question: I would like to know what is being done with regards my complaint
21:49 Please wait, an operator will be with you shortly.
21:50 Gabriel Popoiu: Hello! How can I help you ?
21:50 You are now chatting with Gabriel Popoiu - OddsMatrix Support
21:50 [email protected]: I made a complaint because casino cruise blocked my account and refuse to pay out my winnings. I would like to know how this is progressing please
21:51 Gabriel Popoiu: you will have to get this info from their support
21:51 Gabriel Popoiu: as you do not have any relation with EveryMatrix
21:51 [email protected]: But they told me to contact you. They say it is because I excluded from another casino under your group
21:52 Gabriel Popoiu: They shouldn't have advised you in this way
21:52 [email protected]: two things. There was no way of me knowing what other sites are in every matrix group and also I self excluded not because of a 'problem' with gambling but simply to close account
21:52 [email protected]: so what does this site do?
21:53 Gabriel Popoiu: if the self exclusion was made before you played with them
21:54 Gabriel Popoiu: from what i know the you will receive your deposit, not really aware as you reached the sports section
21:55 [email protected]: They have not told me what 'other' site they are referring to. I deposited £150 and won £1700. At which point they blocked my account. This can't be right
21:55 Gabriel Popoiu: So for further details please contact the casino on which you are registered, and once they receive any update from us
21:55 Gabriel Popoiu: then surely you will be notified
21:56 Gabriel Popoiu: and you had indeed self excluded from other websites
21:56 Gabriel Popoiu: have
21:56 [email protected]: Does every matrix manage casino cruise?
21:56 Gabriel Popoiu: Yes
21:56 [email protected]: I have closed other accounts by self exclusion because I did not like the sites not because of a problem
21:57 [email protected]: So surely you have jurisdiction on whether they should pay me my winnings and not simply refund initial deposit
21:58 Gabriel Popoiu: When this case will be solved you will receive an answer from them, not us
21:58 Gabriel Popoiu: you have no relation with us EveryMatrix
21:58 Gabriel Popoiu: so for further questions please contact them
21:58 Gabriel Popoiu: i will close the chat now
21:59 [email protected]: But you are their complaints department. I have logged a complaint that they say they will not pay my winnings if £1700
21:59 Gabriel Popoiu: have a pleasant evening
21:59 Gabriel Popoiu: yes but our clients make complaints
21:59 [email protected]: I am a client am I not? Please help me understand this
22:01 Gabriel Popoiu: You are a client of Casino Cruise
22:02 Gabriel Popoiu: I wish you a pleasant weekend and evening
22:02 [email protected]: I forwarded an email to you which clearly states from this that I should contact you if I have a complaint
22:02 [email protected]: Why do you refuse to even talk with me?
22:03 Gabriel Popoiu: we are not allowed to talk to our clients users
22:03 Gabriel Popoiu: you have agreed with their T&C
22:03 Gabriel Popoiu: you have no agreement with us
22:03 Gabriel Popoiu: have a pleasant evening
22:03 Gabriel Popoiu: Bye
22:03 Gabriel Popoiu has left the conversation. Click here to leave a message.


One last thing Casinomeister, will this be seen by EveryMatrix rep and or Casino Cruise rep? Not sure how to do that. Thanks for your patience.

 

[dunover]

It's clear that this issue is widespread and affecting players negatively. I do think it's time that terms for accreditation here require that the EM sites or others that use this type of FU to winning players, are forced to disclose openly in their terms which other sites can affect their players' bonuses or withdrawals if SE'd.

This is a totally avoidable scenario - that is what's so frustrating here.

Ideally an EM-sourced data system will prevent sign-ups at one EM site if SE'd at another, but in the absence of this and until in place there MUST be some covering information in the T&Cs.

And can any CM member add to this thread who LOST at a new EM site and is SE'd at another a true version of event whereby they were e-mailed later and refunded deposits on the basis that they wouldn't have been paid had they won??

 

[OceanBear]

Doing the right thing?

Hi Mark,

You should receive your win.

I will take care of this personally.

Let's exchange contact details via PM and take it from there.

Best wishes,
Lloyd

Will you take care of my issue personally? I haven't even had an automated reply from my last email to casinoCruise support. I run a small business and do so successfully because I always put my customers first and any issues are dealt with without hesitation or argument. That is why I have a successful business and a growing business. I am not trying to cheat the system nor am I being unreasonable. I simply would like what is owing to me. I'm sure if CasinoCruise did the same they would reap longer term benefits. Forums like Casinomeister do hold weight with gamers. Don't you realise that good practices and favourable comments bring you more customers? Failure to address these complaints and failure to allow players to draw their winnings for what, I feel sure, adds up to a relatively small amount of revenue, loses Casino Cruise far far more in returning and new customers.

 

[spintee]

Will you take care of my issue personally? I haven't even had an automated reply from my last email to casinoCruise support. I run a small business and do so successfully because I always put my customers first and any issues are dealt with without hesitation or argument. That is why I have a successful business and a growing business. I am not trying to cheat the system nor am I being unreasonable. I simply would like what is owing to me. I'm sure if CasinoCruise did the same they would reap longer term benefits. Forums like Casinomeister do hold weight with gamers. Don't you realise that good practices and favourable comments bring you more customers? Failure to address these complaints and failure to allow players to draw their winnings for what, I feel sure, adds up to a relatively small amount of revenue, loses Casino Cruise far far more in returning and new customers.

casino's work of a diffrent ball game, Glad that your business is going strong but when talking about casino its a complete different game, They not care less, I admit there is some bloddy good reps kicking about and casino that pay, but there is many that will not,

Customers always come first in my book, I sell alot on ebay but sometimes I been out on the lash (drink) I always mail them to let them no I busy but not to panic, Many of times I refund some money back to keep them sweet, Even if I am out of pocket which is the norm now days with there fees and postage price a post office

 

[homerbert]

It's just terrible, we have two players here on CM, imagine how MANY there is others who just did not get paid legit winnings. I want to say only one thing - FU EM. Really
Guts already show other operators what they do with EM.

 

[OceanBear]

It's just terrible, we have two players here on CM, imagine how MANY there is others who just did not get paid legit winnings. I want to say only one thing - FU EM. Really
Guts already show other operators what they do with EM.

It would be in every parties interests if CruiseCasino stopped this practice or at the very least listed their other sites in T & C's. It is just childish and a sorry excuse for them to refer to terms and conditions which are so ambiguous they are misleading. Although I did SE from other sites, as I've stated this was simply to end relationship with that Casino (not knowing it was an Every Matrix) I think many people do this - it also states in their T & C's that any account simply left 'inactive' will be charged a £5 per month 'admin' fee!

PS I'm a newbie here and can't find how to 'thank' or acknowledge replies to posts but .... Thanks.

 

[hoff1985]

just that inget this right, this problems with self exclusion/everymatrix is a problem in ALL everymatrix casinos, so there is no need toattaxk casinocruise but mroe everymatrix, otherwise we need to talk sbout other accredited em casinos (nextcasino, etc) as well.

the term is shit, and EM could do more about this, no doubt, but i don't think we really need to blame individual casinos no, or if we need to blame every single em casino!

 

[Mouche12]

just that inget this right, this problems with self exclusion/everymatrix is a problem in ALL everymatrix casinos, so there is no need toattaxk casinocruise but mroe everymatrix, otherwise we need to talk sbout other accredited em casinos (nextcasino, etc) as well.

the term is shit, and EM could do more about this, no doubt, but i don't think we really need to blame individual casinos no, or if we need to blame every single em casino!

I can't recall the casino in question but there was a similar discussion in this forum where an EM casino DID pay the player's winnings and subsequently closed his account. So, why doesn't Casino Cruise? The rep did at one point more or less promise that he would put his best efforts to this end (as quoted above), but apparently casino management decided otherwise. Very poor decision IMO; pay the player and close the account - and take all the required measures to prevent this from happening again.

 

[homerbert]

just that inget this right, this problems with self exclusion/everymatrix is a problem in ALL everymatrix casinos, so there is no need toattaxk casinocruise but mroe everymatrix, otherwise we need to talk sbout other accredited em casinos (nextcasino, etc) as well.

the term is shit, and EM could do more about this, no doubt, but i don't think we really need to blame individual casinos no, or if we need to blame every single em casino!

Ok, stop complaining and being a bit rude to casino cruise, it is EM problem.

Casino cruise welcome bonus term(and all bonusese):
All Bonuses (unless otherwise specified) need to be wagered 40 (forty) times the Bonus amount before the Bonus Balance can be converted to your real money balance.

ten guys from Russian forum get this bonus, and WR was x 80. Because i think they count whole bonus balance(since you made deposit + bonus = all balance is bonus = wr to all). First thing. Live chat tell me WR is still 40x , deposit not counted. Experience of 10 people saying other.

====
Cruise don't want to pay legit winnings, because of EM blablablablabalbal EM not made BLABLABLA it is not casino cruise problem blablablalala.

====
If we(community) will not react accordingly to all sh*t like this - nothing good will happen. We should react, should complaint, and vote with our money. Thats all, simple.

 

[OceanBear]

just that inget this right, this problems with self exclusion/everymatrix is a problem in ALL everymatrix casinos, so there is no need toattaxk casinocruise but mroe everymatrix, otherwise we need to talk sbout other accredited em casinos (nextcasino, etc) as well.

the term is shit, and EM could do more about this, no doubt, but i don't think we really need to blame individual casinos no, or if we need to blame every single em casino!

I take your point. The problem is, unless I want to actively search out who all the EveryMatrix casinos are (and I have no desire to spend my time doing that) then I can only make reference to the casino I have issues with. Furthermore, EveryMatrix (as per my conversation log with them identifies) say they cannot deal with their casino clients so it seems even more of a closed door to even attempt to reason with them.

 

[homerbert]

Why all parties in this business can't be good enough? Why EM can't react accordingly and make any tool for its operator to check cases like this(with SE)? Why EM can't take this 1700 pounds and other cases like this on itself just to pay legit winnings, take a not about this fact, and imrpove itself? Why casino cruise just decide to sell it's reputation for 1.700 GBP(even if it is will be 17.000 GBP, why ?). What's wrong? I can continue with the guys who give licenses to all this 'businessmans' lol, but i am a speaking with a wall.

No, thanks. I have about 10 outstanding places with outstanding reputation, with outstanding people who know how to run this business, and it is enough. All others - good luck in next couple of years.

Ah, i am also forget bad affiliates who promote bad casinos Everyone getting money from just a players. I hope everyone in future will be able to check good affiliate website or CM forum - just to be sure that he playing in right place.

 

[vinylweatherman]

It would be in every parties interests if CruiseCasino stopped this practice or at the very least listed their other sites in T & C's. It is just childish and a sorry excuse for them to refer to terms and conditions which are so ambiguous they are misleading. Although I did SE from other sites, as I've stated this was simply to end relationship with that Casino (not knowing it was an Every Matrix) I think many people do this - it also states in their T & C's that any account simply left 'inactive' will be charged a £5 per month 'admin' fee!

PS I'm a newbie here and can't find how to 'thank' or acknowledge replies to posts but .... Thanks.

The list I posted is from the UKGC site, and is the definitive list that should be posted in the terms and conditions at every site. The reluctance to do so may well be down to Slotobank being on the same licence, and it being so obviously dodgy, even to the extent that an Everymatrix rep signed up here and said they needed to investigate the issue.

The common theme seems to be a claim from the casino via an EveryMatrix database that the player has previously self excluded from one of the other sites in the UKGC list, but they don't know which one. However, it has to be one of those on this list, rather than "one of a large number of EveryMatrix casinos".

The problem seems to be down to how players close their accounts. It has been a common complaint that if players simply close their account, the casinos often make this as hard as possible, and often bombard the player with offers, promotional emails, even phone calls, in an effort to make them reconsider. It's hardly surprising therefore that some players feel that a "strong closure" is needed, rather than a regular one that is often ignored by the marketing department. It seems that using the self exclusion process to effect a "strong closure" of an individual account such that there is no retention effort from marketing has been a useful tool, but one that now has unintended consequences due to a significant tightening of responsible gambling regulations.

On top of this, we seem to have a web of deceit being operated by EveryMatrix and their client casinos. We get one explanation from Casino Cruise that they are prepared to pay the OP in full and then block their account, but that EveryMatrix have the absolute power to block even the OWNER of Casino Cruise from doing this. Now we have another player being told that EveryMatrix have no power whatsoever to interfere between player and casino, and that said player needs to complain to the casino who can decide the fate.

So in which of these two cases has a lie been told to the player? If EveryMatrix DO have the final say, then it's the second player that was lied to when they were told EveryMatrix has no power to resolve the complaint. However, if the second player was told the truth, then we have been mislead by the rep as to the real reason why it wasn't possible to honour the original promise made to the OP to pay in full and then shut the account.

If Casino Cruise wants to rely on the "sister casino" argument for self exclusion, then they are a "sister casino" of the notorious Slotobank.

For players, the UKGC list is probably more reliable than anything they have in their terms covering sister casinos, mainly because the UKGC list is an up to date one pertaining to licencing, and so any change MUST be recorded with the UKGC, who will update their list much faster than casinos tend to update their terms pages.

For UK players having trouble, a Subject Access Request directed at EveryMatrix trading as Jetbull should dig out the information that EveryMatrix seem unable to disclose. If there has been a genuine self exclusion, the SAR should get the details out of EveryMatrix, and players can then see whether the whole thing is a "stitch up" whereby ordinary account closures are automatically being recorded as "permanent self exclusion due to gambling problem" where there is no justification for this from the closure request itself.

We have already had other players finding that their ordinary request to close an account because they are dissatisfied with the service, the software, promotions, etc recorded as a "gambling problem" due to arrogant casino staff not accepting that anyone could be dissatisfied with their "No 1 casino" yet not have a gambling problem.

Hopefully, the UKGC incentive to take this out of the hands of individual casinos, and make them all use a system covering ALL UK licenced casinos, should afford better protection to those who have excluded due to a gambling problem, and make it harder for casinos to selectively apply the principle to winning players. I would expect the UKGC system to impose a requirement for all casinos covered to make a check against the self exclusion database irrespective of whether a new player has won, lost, or even got as far as making their first deposit. It's pretty obvious that with EveryMatrix, the check for self exclusion is only made when a player wins and withdraws, which in terms of the protection of a genuine pathological gambler, is too late - it's like checking your car's brakes only AFTER you have had a situation where they didn't work properly.

 

[Jasminebed]

I do not think it sufficient to have the list available by clicking the regulation logo. It was pretty recently that I became aware that this would reveal sites under the same licence.

I don't want to beat up Casino Cruise in particular, I appreciate the rep hanging in and participating in this thread.

But we have at least one player with Jetbull that got a different result under EM licence.

After all these years, I'm still not clear on the difference between a white label and a sister casino.

Maybe the best solution is require every casino to have it's own licence? The UKGC could offer a reduced rate for multi-site licences, just as software providers provide site licences for multiple computers.

 

[shapesy]

I do not think it sufficient to have the list available by clicking the regulation logo. It was pretty recently that I became aware that this would reveal sites under the same licence.

I don't want to beat up Casino Cruise in particular, I appreciate the rep hanging in and participating in this thread.

But we have at least one player with Jetbull that got a different result under EM licence.

After all these years, I'm still not clear on the difference between a white label and a sister casino.

Maybe the best solution is require every casino to have it's own licence? The UKGC could offer a reduced rate for multi-site licences, just as software providers provide site licences for multiple computers.

great post jasminebed

 

[vinylweatherman]

I do not think it sufficient to have the list available by clicking the regulation logo. It was pretty recently that I became aware that this would reveal sites under the same licence.

I don't want to beat up Casino Cruise in particular, I appreciate the rep hanging in and participating in this thread.

But we have at least one player with Jetbull that got a different result under EM licence.

After all these years, I'm still not clear on the difference between a white label and a sister casino.

Maybe the best solution is require every casino to have it's own licence? The UKGC could offer a reduced rate for multi-site licences, just as software providers provide site licences for multiple computers.

It isn't, but it's all the casino is prepared to offer it's players. It should be a simple matter to add this list to any terms that relate to "other casinos in the group", but they won't. I am pretty sure it's all down to wanting to create the (false) impression with players that each white label is a "proper and independent casino in it's own right", so a story is woven that presents EveryMatrix as the "software supplier" in the same way that Microgaming and 32Red are related to each other. Where players believe this impression to be true, they fall into all these "sister site" related traps. It is accepted among players that self exclusion only works for related sub groups of casinos that have the same owner, so many players use self exclusion wrongly, they clearly do not intend to self exclude themselves completely from all online casinos. Self exclusion also works differently for different groups, some will cut short a self exclusion if the player simply indemnifies the casino by sending in an email stating that they are no longer having problems controlling their habit, and want back in. This is NOT how self exclusion is supposed to work, and where it does work as intended, players can be caught out. It's also likely that players are not receiving the correct advice from CS when requesting other types of cooling off or account closure. Many players will use a short self exclusion to counter the temptation caused by the deliberate ploy of tempting players with long pending periods and reversal offers. The ONLY self exclusion that should be preventing players from playing again over the long term are permanent and several months exclusions. Basic account closures and short 7 day exclusions should not be preventing players from playing elsewhere over the longer term.

What is missing in these cases is clear evidence that the players opted for a very long term or permanent self exclusion that has been lodged with EveryMatrix for enforcement across the platform. It seems odd that EveryMatrix say they can't release the information to players as to what site, when, and for how long, their self exclusion was, but hide behind "the player knows very well.........". This would NOT be true though if the self exclusion was wrongly recorded for a different type of request, such as closure of an account due to poor promotions, poor RTP, a bad experience with the service, etc. By refusing to reveal to players the information regarding their original request they are preventing any of their own mistakes from being revealed, and thus challenged. If it turns out that the self exclusion was wrongly recorded as such, then the players SHOULD be paid, and should NOT be getting their deposits back from sites where they have lost.

 

[quber]

just that inget this right, this problems with self exclusion/everymatrix is a problem in ALL everymatrix casinos, so there is no need toattaxk casinocruise but mroe everymatrix, otherwise we need to talk sbout other accredited em casinos (nextcasino, etc) as well.

the term is shit, and EM could do more about this, no doubt, but i don't think we really need to blame individual casinos no, or if we need to blame every single em casino!

This is 100% a problem with Casino Cruise.

Two people in this thread have the same issue with Casino Cruise, that is who they signed up with and who EM say they have the relationship with.

The T's and C's at Casino Cruise do not explain anything about Self Excluding that may lead a player to think that it will be an issue in the future, in fact the first line of the terms, as I posted before, say 'Take a Break' that makes it sound like you may want to have a rest. They even let you self exclude for '7 days'. If you have a gambling problem it is not going to sort itself out in a week!!. Most sites are 6 months minimum.

Casino Cruise are the ones not paying out, they are the ones that are holding winnings, they are the ones that should be rogued, along with all EM casinos' until they make EM sort this mess out. They can exert pressure, we can't.

Along with others in this thread I have closed all EM accounts, this is costing them money because of the rogue behaviour of only returning deposits of winning players and keeping deposits from players that had no chance of winning. This is downright criminal theft and no-one should be supporting them.



29.3 Self-exclusion - Should you need to take a break from gambling, we provide a self-exclusion facility which can be activated by the customer within 'My Account' or by contacting Support. Self-exclusion means that your account will remain closed for a minimum period of 7 days to a maximum period of 1 year, and will not be reactivated under any circumstances during the exclusion period. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting Support at [email protected] stating your reasons and you will be permanently blocked with immediate effect.


EDIT to add:-

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the UKGC State that minimum Self Exclude has to be 6 months so the Terms above are not covering UK players and are therefore void, If the two players in this thread are UK players and self excluded at the other casino for a period of less than 6 months then that SE is void and you are entitled to your winnings.


More results here -

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[ugaboga]

Well everymatrix, what you've basically done is rendered your white labels as a no-go zone. How can any outfit that considers themselves to be a professional enterprise conjure up policies in an ad-hoc and on the go manner?

Why are some individuals obtaining different results in this scenario? Why was the Jetbull client paid out his winnings? Why weren't these two Casinocruise clients paid out their winnings? Why are some white label clients being told that EM won't deal with them directly while EM is dealing with others directly?

Talk about amateur hour. Do you actually have any structure/policies in place like any respectable operation?

 

[CasinoCruiseRep]

Hi, sorry for not replying.

I had been on a few days vacation with the family but should be fully back into things on Thursday as I get back only tomorrow.

I am checking how we can improve the system with EM and also regarding the refund of all deposits of the relevant SE players and hope to have an update before the end of the week.

 

[Mouche12]

Hi, sorry for not replying.

I had been on a few days vacation with the family but should be fully back into things on Thursday as I get back only tomorrow.

I am checking how we can improve the system with EM and also regarding the refund of all deposits of the relevant SE players and hope to have an update before the end of the week.

So, all deposits have not even been refunded? In fact, what I was (and most of us were) expecting is payment of all the OP's winnings.

 

[CasinoCruiseRep]

Here at CC we see player transparency and protection as top priority, therefore we have done our best to get EM to improve the SE procedure to the level that was suggested by the forum. Still, we are chasing EM to push for the new development to sort it out once and for all but with no response. You can be rest assured that we will not stop until we will get a positive reply.
In meanwhile we have submitted an application for our own license with the LGA which will not force us to follow the EM limitation to block all players that are using the same license as we will have a separate license.
We have nothing to add at this point but we will keep you updated

 

[asparkes15]

Here at CC we see player transparency and protection as top priority, therefore we have done our best to get EM to improve the SE procedure to the level that was suggested by the forum. Still, we are chasing EM to push for the new development to sort it out once and for all but with no response. You can be rest assured that we will not stop until we will get a positive reply.
In meanwhile we have submitted an application for our own license with the LGA which will not force us to follow the EM limitation to block all players that are using the same license as we will have a separate license.
We have nothing to add at this point but we will keep you updated

Or just pay him is winnings? Greed is a choice.

 

[CasinoCruiseRep]

Or just pay him is winnings? Greed is a choice.

We don't confiscate the winnings because we have no idea if the player is or isn't self excluded at another EM licensed casino in the UK. The confiscation is done by EM and they refund the player with their deposit. Hope that is clearer.

 

[Jory]

I was contacted by a few members of this site who advised me to submit a complaint directly to Every Matrix to request a refund on my deposit from way back in March. Posts number 97 & 101 in this thread will explain my situation.

I have just received the following reply from EM.

---------------------

I am contacting you on behalf of EveryMatrix and CasinoCruise.com in order to confirm that we returned you the amount of 100 USD. Please check your Neteller account.

If you require further information please get back to us.

Best Regards,

EveryMatrix Complaints Team

--------------------

I would just like to thank the members who contacted me and advised me to submit a complaint .

I'm a little disappointed that Casino Cruise did not step forward and offer to help in any way when clearly they were wrong to have told me I could play there while self excluded at two other casinos using the same license. They also told me I would not get a refund.

Since my complaint has been resolved and I've had my money returned, I won't be making any further comments here. I would suggest though that anyone in a similar situation should contact [email protected] .

 

[Tirilej]

Great that you took the step to ask for it

Congratulations
Not that huge amount but the final justice must feel good.

 

[spader123]

We don't confiscate the winnings because we have no idea if the player is or isn't self excluded at another EM licensed casino in the UK. The confiscation is done by EM and they refund the player with their deposit. Hope that is clearer.

Those this SE problem only affect players from the UK or does the UK regulations affect players from all over Europe?

How long does it take for the LGA processing, weeks, months, half a year?

Thanks for the help

 

[CasinoCruiseRep]

Those this SE problem only affect players from the UK or does the UK regulations affect players from all over Europe?

How long does it take for the LGA processing, weeks, months, half a year?

Thanks for the help

Hi, only UK player are effected.

The LGA/MGA process will take several months - hopefully less than half a year.

Thanks for asking!

 

[spader123]

Hi, only UK player are effected.

The LGA/MGA process will take several months - hopefully less than half a year.

Thanks for asking!

All right so a player from Sweden can play and make a withdrawal from Casino Cruise while still self excluded from another Everymatrix sister casino? That's great news! Then this problem affects much fewer people than I thought!

 

[spintee]

All right so a player from Sweden can play and make a withdrawal from Casino Cruise while still self excluded from another Everymatrix sister casino? That's great news! Then this problem affects much fewer people than I thought!

I think the self exclude is for all country's, Only money returned to U.K players ?

 

[spader123]

I think the self exclude is for all country's, Only money returned to U.K players ?

Oh that's to bad that wasn't my interpretation. But since it's the UKGC license that says that you can't play at another casino on the same license shouldn't that affect only UK players?