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EveryMatrix Self Exclusion - Need Help

Discussion in 'Casino Complaints - Non-Bonus Issues' started by dontknowtobet, May 14, 2015.

    May 14, 2015
  1. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    I've been in this forum for quite a while, mostly as a reader of posts here. I've seen some shady people post here threads about being self-excluded and having their "brothers" or "sisters" depositing from their card with no permission and things like that - so I understand it's very easy to judge a new thread - but I can assure you I would try to be as much transparent as I can providing all details and answering any questions you have in regards to this case - and I am doing so 100% genuinely. I am not posting here necessarily to claim deposits back but just want a fair and honest opinion about my incident.

    Here are the full details:

    1. On the 6th of May 2015, I have registered with EvryBet.com - This website is using EveryMatrix platform.
    2. I have registered using the same email that I've registered with other EveryMatrix websites (e.g. BetAdonis), same name, same email, same DOB, same details - nothing's different.
    3. I have made a deposit of £100, played with it, got £150 and requested to withdraw it, and I got this withdrawal back to my Skrill as well.
    4. I have later on deposited another £1,000 and lost it - I have then chosen in the website to self-exclude myself from the website for 1 year.
    5. I have then regretted that I've self-excluded myself from the site so I sent them a ticket with the following question as quoted "Is it possible to reconsider self-exclusion or once it's done it cannot be cancelled?" - I asked if it's possible to change it to 1 week instead.
    The website replied to me as follows:

    In these types of cases, we have safety procedures in place. Before we proceed with changing the self-exclusion duration, we need you to answer these questions, please.

    1. What do you understand by self exclusion?
    2. Why do you think you mistakenly self-excluded?
    3. Do you currently feel, or have you ever felt, that the amusement of gambling has taken precedence over important parts of your life as, for example, work or family obligations?
    4. Have you ever felt you lost control while gambling?
    5. Do you understand that by self-excluding on one website managed and operated by EveryMatrix, you will automatically be excluded from all other websites controlled by the Company?
    6. Do you accept full responsibility of the answers provided during this conversation, you are solely and fully responsible for your action to remove self-exclusion, you agree to renounce any claim on EveryMatrix and/or its operator arising out of or related to your action to remove self-exclusion?


    Please note clause #5 - "by self-excluding on one website managed and operated by EveryMatrix, you will automatically be excluded from all other websites controlled by the Company".

    I've answered these questions expressing that I wasn't aware of clause #5 - the website replied that the self-exclusion would remain for 1 year and won't be cancelled - which is fine.

    What I'm concerned with is what the website told me in clause #5 - so I sent in the same ticket the following question:

    Thanks for the reply. Can you please clarify what you said earlier "by self-excluding on one website managed and operated by EveryMatrix, you will automatically be excluded from all other websites controlled by the Company" ?

    They replied:

    Everymatrix provide software for several sites, so the exclusion would be for all of those.
    Some of them are listed here: You must register/login in order to see the link.


    I've replied back as follows - 4 days ago:

    Yes, I understand that, however I was self-excluded before I registered with this site with other EveryMatrix sites (e.g. BetAdonis) - so I'm wondering in that case why I wasn't self excluded here neither? Unless if what you told me is wrong and that each site takes care of his own?
    Otherwise, if what you told me is true - then how was I allowed to register and place bets?


    And very early morning (UK time around 5am) I wrote again:

    Hello,
    It has been 3 days with no response whatsoever.
    I am simply asking for your honesty, for a honest answer about this as I don't want to be in a situation where I deposit money in an EveryMatrix website and then if I win I get my deposit back and if I lose I lose the deposit as well ... can you please clarify this?


    Based on all of the above, I understand the meaning of self-exclusion but my understanding was that each EveryMatrix website is separate from each other. However, according to EvryBet, they said that "by self-excluding on one website managed and operated by EveryMatrix, you will automatically be excluded from all other websites controlled by the Company".
    Hence, I'm trying to understand if this applies to me or not?

    Again, I understand I lost money and I'm not here to attack the website but I'm simply asking for a fair & unbiased response - how would you treat such incident?

    PS As you can see I haven't heard back from the site for 4 days, my assumption is that they prefer not to speak about this incident any longer so please advise what's your opinion about this, and how would you approach it?

    Thanks!
     
  2. May 14, 2015
  3. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    It is true that evrybet.com should have flagged your account when you signed up and denied you membership.Your account may have fallen through the cracks, I have no clue how they police this across Everymatrix sites. You lost on a session and then self excluded. We only have your word that you did not know about the Everymatrix exclusion policy prior to this (not attacking you just stating). You have your own blog so it seems to me that you have or least should have quite a lot of gambling knowledge. Therefore this whole self exclusion should not be news to you.

    Good casinos do not allow you to change the terms of a self exclusion. So I think since you have stated that you are not interested in getting your deposits back you should let it go and not open anymore accounts with Everymatrix casino's at the least. When I am no longer interested in playing I close the account or just stop depositing.

    Self Exclusion (not cooling off periods btw) in my opinion is a tool for problem gamblers. I am not in any way calling you a problem gambler since I do not know you. I am just stating my opinion in this matter.
     
    1 person likes this.
  4. May 14, 2015
  5. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    I was advised by someone not to comment any further here and PAB instead ....
     
  6. May 14, 2015
  7. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Ok. Good luck with your PAB:)
     
    1 person likes this.
  8. May 14, 2015
  9. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    This thread is really showing what mess Every Matrix have put both themselves and the casinos in that get service from them.

    How in the world are players suppose to know what Every Matrix are and the fact that they hold the licence for the casino in question?

    Why are Every Matrix claiming to have 64 clients but are just showing 29? Of those 29 several are having their own licence and players will not be affected at them if they have self excluded at another casino. How are they suppose to know, and as in this case the player was sent a link to Every Matrix website to check which casinos he couldn't play in. That means that the staff at EM's casinos don't know either. Does the staff at EM know?

    Of those 64 clients I maybe know about 45. I tried to make a list to post here, but since I can't find all their casinos I haven't.

    This player was self excluded from another of Every Matrix casinos so he shouldn't have been allowed to play and lose money from the start.
    If he hadn't self excluded from this place too and then tried to reopen the account he would still believe he could play at other Every Matrix casinos.

    In this case it was a good thing because now he knows that he can't, and why. I do think that he shouldn't play at all but since he does anyway he should at least be safe when he play knowing he wouldn't lose his money with no chance of ever winning.

    I've been told that Every Matrix are working together with MGA and UKGC now to try and solve this mess, but still it's there.

    Good luck with the pab OP and I hope you at least will get something back :)
     
    7 people like this.
  10. May 14, 2015
  11. barbara12

    barbara12 Senior Member

    Occupation:
    Retired
    Location:
    Canada
    Well in fair defense to this person, I must acknowledge that I have self excluded myself from a few sites not knowing what the consequences were. I would get pissed off at the casino because I had absolutely no winnings and wanted nothing to do with them, not knowing it meant it could affect playing on other casinos. Had I not joined Casinomeister, I would still be ignorant. This site has been a wealth of knowledge -- a bit too late I'm afraid. So, some of us people that are not experienced do make a lot of stupid mistakes but I think these casinos are using everything to their advantage and I truly feel sorry for this player as I know that could be me.
     
    2 people like this.
  12. May 14, 2015
  13. bigodz

    bigodz Newbie member

    Occupation:
    Work
    Location:
    World
    I have sent a few emails to This email is not visible to you. during the past week.
    Not a single reply whatsoever.

    This whole case is a big mess.
     
    1 person likes this.
  14. May 14, 2015
  15. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    This whole scenario has gone on too long. Their reluctance to clarify linked sites and selectively take deposits, often only refunding them if the unfortunate player wins is unethical. If consistency applied in line with eCogra rules whereby all bets are void whether winning or losing then at least that would be a start. This behaviour is exactly what the notorious NCD-Listed Cassava sites exhibit.
    Missing information in the terms which can be used to FU depositors.
    If the casinos can't be assed to provide a simple EM list then it's either negligent or a deliberate way to suck money from the unwary. Either way it needs to be stopped.
    I am thinking of drafting a complaint to the UKGC about this, as clearly there is a loophole here which the player cannot reasonably be expected to spot.
     
    6 people like this.
  16. May 14, 2015
  17. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Hi,

    Unfortunately it seems that you haven't read the Pitch-A-Bitch FAQ as you were requested to do, and you confirmed that you had done. Your PAB is incomplete and I cannot proceed until you file a valid PAB per the details given in the FAQ. Please check your Gmail account for details.

    Regards,
    Max Drayman, Complaints (Pitch-A-Bitch) Manager, Casinomeister.com
     
    1 person likes this.
  18. May 14, 2015
  19. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    Hi Max,
    I'm pretty sure I read all the FAQ and have gone through all the requirements but if something is missing I have no problem to (re-)complete it.
    I just haven't received anything by Gmail from you ...
     
  20. May 14, 2015
  21. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    As stated in the email I've just sent you sections 3.4 and 3.7 of the FAQ were pretty much ignored in the PAB form you submitted. It would seem a closer reading of the FAQ is in order.
     
  22. May 14, 2015
  23. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    I've received your email, apologies, I failed to notice these sections, no problems, I have sent a new PAB to you.
     
    1 person likes this.
  24. May 15, 2015
  25. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium
    I did the same, no answers so far.. :(
     
    1 person likes this.
  26. May 18, 2015
  27. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    Hello,

    Just letting you all know I'm still waiting for max to confirm he received the 2nd PAB and that it is okay this time.
    In addition, the casino sent me the following email after 1 week of no response with the following:

    I have talked to our technical staff regarding this. The other sites have a software solution that is provided in full by Everymatrix. However, Everymatrix provide only a part of Evrybet's software platform, and thus some of the automated functionality is not part of our system. This is the reason you were not blocked from registering. Good luck in the future, Xxxx, and welcome back when the self exclusion period expires.

    Not sure if the casino is saying it just to back itself up or not, I will let Max handle it but still awaiting his confirmation that the PAB is received and is going to be processed.
     
    1 person likes this.
  28. May 21, 2015
  29. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium
    Any news/updates yet?
     
    1 person likes this.
  30. May 21, 2015
  31. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    Unfortunately I haven't heard back from Max yet, I haven't heard anything at all ... so I'm still waiting to hear back ... thanks for asking though.
     
  32. May 21, 2015
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Max might be a little slow at the moment. He's moving form one town to another.
     
    1 person likes this.
  34. Jun 10, 2015
  35. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    Yes, no problem with that, I've messaged him again today for an update. Thanks.
     
  36. Jun 10, 2015
  37. The Blue Anchor

    The Blue Anchor Non-Gambler

    Occupation:
    IT
    Location:
    UK
    I guess this is well meaning, but casinos should not be encouraging people back who have self excluded.
     
    1 person likes this.
  38. Jun 11, 2015
  39. dontknowtobet

    dontknowtobet Dormant account PABnononaccred

    Occupation:
    Nada
    Location:
    Planet Earth
    I've opened this thread about 1 month ago, but unfortunately I haven't received much of any update.
    I understand Max was moving home and I tried to not interfere but after the move he told me it's all okay now (with the move) and that I would be hearing from him "shortly" but that was 10 days ago (1st of June).

    Now,
    I've been told now by 2 different users who one contacted Malta Gaming Authority and another contacted EveryMatrix directly that they got a full refund of their deposit... it seems like that their path was much quicker than myself waiting and waiting (and it's not that I'm waiting for an update, I think just no one has really looked into this so far).

    Should I turn to the other avenues or can I rely on my PAB to be treated with just a little bit more priority due to the negligence so far? I'm not trying to be too critical but after a couple of users are telling me they got it sorted out I'm starting to feel that I'm just not in the right direction with this PAB not being treated at all.

    Can anyone from CasinoMeister please advise if I can still rely on this PAB to be treated properly or should I look into other avenues of sorting this out?
     

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