- Joined
- Jun 5, 2012
- Location
- UK, England
(The casino reps are not available on casinomeister).
After sustaining some quite big losses on online gambling recently I have cut up my credit cards and making sure I am self excluded from all my casino accounts. The losses are my fault but I am amazed and the conduct of some casino groups who claim to have player protection as a cornerstone principal.
Everymatrix..... I opened an account with PlayFrank and lost a few hundred £. on 05/10/16 I emailed PlayFrank casino support to self exclude citing a gambling problem as the reason. I recived no reply, I emailed support again on the 10/10/16 and 01/11/16 but got no reply. I opened an account with Casino Luck in early Nov and lost £800. I emailed casino Luck to self exclude and was told I had to email their licencer Everymatrix to do complete the exclusion.
After informing Everymatrix they emailed me confirmation that I had now self excluded from Casino Luck and they had detected an account with PlayFrank which was now also excluded.
I asked Everymatrix why had I been alowed to open an account with Casino Luck given I had requested self exclusion 3 times to PlayFrank, its sister casino. Everymatrix confirmed that PlayFrank had received my self exclusion request but the self exclusion was not actioned.... Instead PlayFrank had emailed me informing me to contact Everymatrix to complete the exclusion. The problem is I never received the email, I assume that it went to junk mail.
1) Playfrank must have realised I had not recived the email as I emailed not once but 3 times requesting self exclusion, the second and third emails I sent ask why they had not replied. They had my phone number and home address they could have made more effort to contact me to inform me of the need to contact Everymatrix to self exclude.
2) Why could PlayFrank had not self excluded me the moment I emailed them requesting the exclusion. Also why did they not inform their licencer Everymatrix of the self exclusion request?
IP&S..... I requested self exclusion on 21.co.uk the account was closed and I was told I was excluded on the IP&S network.
On 24/11/16 I opened an account with SlotBoss* not realising it was a IP&S casino and lost £700. I went onto chat to request self exclusion.* The casino rep told me the account was now self excluded and I would not be permitted to open any accounts on the IP&S network.
I asked why the Slotboss account had been permitted to be opened given I had self excluded with IP&S. The rep told me I had used a different name to register the account.* This is something I would never knowingly*do, for a start if I had won how could I have passed any verification? It turns out that I made a one letter typing error on my surname, my surname ends in 'K' but i mistakenly typed 'L' as I was using a smartphone.* All other info used was exactly the same as used on the self excluded account, same email address, same phone number, same dob and same home address.
On verification the casino would never have paid out, but they are only too happy to receive the deposits.
How can a casino claim to take player protection seriously when they allow a self excluded player to open another account using the same email address.
Reputable casinos would automatically self excluded a player on request and pass on the info to their license holder.* A reputable casino would also block the email address from being used by a self excluded player to open accounts from sister sites, not to mention card details and ip addresses.
I do not see how Everymatrix and IP&S can hold UK gambling licenses given their practices.
I wonder how many millions are received each year from problem gamblers to Casinos who do not fulfill the responsabilities set by Licencing bodies.
Rant over. Thanks for reading. J
After sustaining some quite big losses on online gambling recently I have cut up my credit cards and making sure I am self excluded from all my casino accounts. The losses are my fault but I am amazed and the conduct of some casino groups who claim to have player protection as a cornerstone principal.
Everymatrix..... I opened an account with PlayFrank and lost a few hundred £. on 05/10/16 I emailed PlayFrank casino support to self exclude citing a gambling problem as the reason. I recived no reply, I emailed support again on the 10/10/16 and 01/11/16 but got no reply. I opened an account with Casino Luck in early Nov and lost £800. I emailed casino Luck to self exclude and was told I had to email their licencer Everymatrix to do complete the exclusion.
After informing Everymatrix they emailed me confirmation that I had now self excluded from Casino Luck and they had detected an account with PlayFrank which was now also excluded.
I asked Everymatrix why had I been alowed to open an account with Casino Luck given I had requested self exclusion 3 times to PlayFrank, its sister casino. Everymatrix confirmed that PlayFrank had received my self exclusion request but the self exclusion was not actioned.... Instead PlayFrank had emailed me informing me to contact Everymatrix to complete the exclusion. The problem is I never received the email, I assume that it went to junk mail.
1) Playfrank must have realised I had not recived the email as I emailed not once but 3 times requesting self exclusion, the second and third emails I sent ask why they had not replied. They had my phone number and home address they could have made more effort to contact me to inform me of the need to contact Everymatrix to self exclude.
2) Why could PlayFrank had not self excluded me the moment I emailed them requesting the exclusion. Also why did they not inform their licencer Everymatrix of the self exclusion request?
IP&S..... I requested self exclusion on 21.co.uk the account was closed and I was told I was excluded on the IP&S network.
On 24/11/16 I opened an account with SlotBoss* not realising it was a IP&S casino and lost £700. I went onto chat to request self exclusion.* The casino rep told me the account was now self excluded and I would not be permitted to open any accounts on the IP&S network.
I asked why the Slotboss account had been permitted to be opened given I had self excluded with IP&S. The rep told me I had used a different name to register the account.* This is something I would never knowingly*do, for a start if I had won how could I have passed any verification? It turns out that I made a one letter typing error on my surname, my surname ends in 'K' but i mistakenly typed 'L' as I was using a smartphone.* All other info used was exactly the same as used on the self excluded account, same email address, same phone number, same dob and same home address.
On verification the casino would never have paid out, but they are only too happy to receive the deposits.
How can a casino claim to take player protection seriously when they allow a self excluded player to open another account using the same email address.
Reputable casinos would automatically self excluded a player on request and pass on the info to their license holder.* A reputable casino would also block the email address from being used by a self excluded player to open accounts from sister sites, not to mention card details and ip addresses.
I do not see how Everymatrix and IP&S can hold UK gambling licenses given their practices.
I wonder how many millions are received each year from problem gamblers to Casinos who do not fulfill the responsabilities set by Licencing bodies.
Rant over. Thanks for reading. J