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:
complaints@everymatrix.com.
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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: Does every matrix manage casino cruise?
21:56 Gabriel Popoiu: Yes
21:56
auldsuzie@gmail.com: I have closed other accounts by self exclusion because I did not like the sites not because of a problem
21:57
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: 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
auldsuzie@gmail.com: I forwarded an email to you which clearly states from this that I should contact you if I have a complaint
22:02
auldsuzie@gmail.com: 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.