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hello there - self exclusion misery at Codeta

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Roderick1702, Feb 12, 2017.

    Feb 12, 2017
  1. Roderick1702

    Roderick1702 Newbie member PABnoaccred

    Location:
    UK
    to be honest I am somewhat depressed. I cannot believe that a casino can legitimately withhold winnings of 2888 because I self excluded from one of their other casinos. I am genuinely depressed, gee cheated and violated. I have raised a PAB but I feel alone and isolated.
     
  2. Feb 13, 2017
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Roderick, and welcome to the forum.

    Sorry to hear of your woes at Codeta, but self exclusion is a really serious issue. If you had self excluded from one casino - that's pretty much it. You admitted to having a gambling problem and you should not have been playing. I've noticed you've submitted a PAB on his - we'll take a look at this, but I can't promise anything.
     
  4. Feb 13, 2017
  5. kanajorma

    kanajorma Experienced Member

    Location:
    Finland
    I think it depends why you use SE. I have same thing, but codeta havent denied any of my withdraws (over 2k amounts)
    And i think its because my SE reason for another platform was lousy support and non-working games, not gambling problems.
     
  6. Feb 13, 2017
  7. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    In the OP's defence.
    There isn't any mention of a UKGC license on their website.
    So how would anyone even know to check which other sites share their license??

    the only info is.....

    The website is operated and managed by EveryMatrix Ltd, a company bearing registration number C44411, and having its registered address at Suite 10, Level 4, Portomaso Business Tower, Vjal Portomaso, St.Julians, STJ 4011, Malta. EveryMatrix Ltd. is licensed and regulated by the Malta Gaming Authority (You must register/login in order to see the link.) in virtue of a Class 1 license numbered MGA/CL1/497/2010. The Casino games are provided by EveryMatrix N.V. a limited liability company incorporated under the laws of Curacao, bearing company registration number 108354 and having its registered address at Dr. Hugenholtzweg Z/N, Curacao and is licensed and regulated in virtue of license number No. 8048/JAZ granted by the Government of Curacao. NetEnt casino games are provided by Net Entertainment (Malta) Ltd, The Marina Business Centre, Abate Rigord Street, Ta' Xbiex, XBX 1120, Malta.
     
    1 person likes this.
  8. Feb 13, 2017
  9. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    EM bites again :rolleyes:

    When in doubt about a UKGC license or to look for sister sites you can always check here: You must register/login in order to see the link.

    To the OP: The UKGC regulations are such that if you exclude from a site within a group (in your case EveryMatrix) then you are to be excluded from all sister sites. Unfortunately, EM has still no procedure in place to pick this up when you register. It only happens when you try to withdraw.

    Withholding winnings is according to the UKGC regulations but they should return your deposits.
     
  10. Feb 13, 2017
  11. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    BUT.... They haven't even bothered to update their website to say they even have a UKGC license now. So why would anyone even think of doing that ??
     
  12. Feb 13, 2017
  13. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Very sloppy indeed Brian. CM's review mentions the UKGC license, you can find in the UKGC search but nothing, nada on the site itself. Very misleading!
     
  14. Feb 13, 2017
  15. worldlad

    worldlad Crybaby McCryface

    Location:
    Who gives a shit
    Once again certain users on here come running to defend and protect these casino's. For goodness sake the Casino in question also has a huge responsibility to protect and safeguard the player who in some cases maybe seriously ill if he is suffering from compulsive behaviour towards gambling, having proper identification software in place like what the majority of responsible casino owners have. They are more than happy to take his or her deposits but oh when it's payout time they start playing there sick little mind games, this really does need to stop because the only guilty party around here is the casino management.

    If the user has tried to deceive the casino by giving false information I understand and that's wrong in this case you should not receive winnings nor deposits refunded.

    If this company are unwilling to invest properly into safeguarding software and identity checking then I suggest they should allow him to withdraw his winnings and move on.

    If you don't get your winnings contact your bank and do a chargeback on all deposits and explain that any safeguarding checks had not taken place and they should not have approved your deposits or allowed you to open your account and that you was not aware the site in question was owned by a group of sites. While your at it make a formal complaint to whoever the licensing authority or gambling commission they are linked with.

    Alternatively take court proceedings and allow the judge to decide who should take responsibility here. At the end of the day you have self excluded which means you are vulnerable and at risk from mental self harming through no fault of your own, if you are on any medication or receiving any support under mental health services put all this to the judge as well.

    Good luck and don't let them get away with it.
     
  16. Feb 13, 2017
  17. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Sorry, but that is fraud. And advising people to do so is violating our forum rules. Please do not do that in the future.

    Doing so, you can find yourself in court. Their terms and conditions cover most of all of these situations.
     
  18. Feb 13, 2017
  19. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    I recently signed up to Codeta without realising they were EM. I was a few K down when I realised, so I stopped and contacted them as I had SE'd at more than one EM casino before. I asked them to contact EM and clarify that I wouldn't have problems when I came to cash out. They then asked for ID and came back to me saying I was good to play so I think EM may have finally changed their policy. Worth checking.
     
  20. Feb 13, 2017
  21. Roderick1702

    Roderick1702 Newbie member PABnoaccred

    Location:
    UK
    Witholding Funds is acceptable is it?

    Within the terms of their self -exclusion??? what utter nonsense.

    They own sophisticated software but they are unable to prevent me from registering with their casino. Why because they cannot be bothered. It seems a lot of people on the side of the casino rather than taking a neutral stance, I find that interesting, no intriguing.

    They accepted the bets by allowing me to play. In terms of fair play I expect the bets to be honoured win or lose.

    No lose and casino wins or win and casino wins.

    Given the thousands they are generating they cannot return winnings fairly won at their tables? They willingly took my thousands at Jet Bull!

    Do any other members have examples of this casino returning their losses. If I had lost my original stake would t have been returned? Of course not.

    Have Codeta subsequently installed software to prevent this from happening again? Of course not.

    How can it be legitimate to withhold 2888 pounds sterling and colleagues on here think that is acceptable? Please what has happened to the notion of fair play.
     
  22. Feb 13, 2017
  23. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Are they even allowed to change their policy since you are in uk and it is about their license.
    Doesn't it depend on what reason you give for doing it, and did you really SE and not just closed your account?
    It sounds strange to me.
     
  24. Feb 13, 2017
  25. Roderick1702

    Roderick1702 Newbie member PABnoaccred

    Location:
    UK
    mark twain

    perhaps a more apt quotation from mark twain might be: " to a man with a hammer, everything looks like a nail".... It all seems somewhat one sided coach!
     
  26. Feb 13, 2017
  27. Roderick1702

    Roderick1702 Newbie member PABnoaccred

    Location:
    UK
    Really Helpful

    It is interesting that they seem to be inconsistent in their approach!
     
  28. Feb 13, 2017
  29. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    I always ask for "my account to be closed". I wonder if that is the difference then. Thrills and SuperLenny say "Your account is inactive" while CasinoFloor says "Your account has been blocked" fwiw. I'll dig around and see if I have any emails.
     
  30. Feb 13, 2017
  31. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Then it's a totally different thing. You have closed your account, not SE'd.
    Don't ever do it automaticly because then it's automaticly an SE if it doesn't say TAB for a shorter time.

    Also there are some who consider a closed account if you mention a time limit as a Self exclusion.
    It's simply a mess ;)
     
  32. Feb 13, 2017
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Admin warning

    Dis me one more time and see what happens. I said we would look into this - one more out of line remark and your PAB will hit the bin.

    Self exclusion cases are rife with fraud; there have been bucket loads of issues concerning fraud and SE. Some ADRs will not touch SE cases, we on the other hand will.

    My advice to you is to stop commenting on your complaint (as per the PAB instructions), and let us look into this. Thank you.
     
  34. Feb 13, 2017
  35. miso

    miso Meister Member MM

    Occupation:
    accountant
    Location:
    Ireland
    From Next casino terms.

    32.3 Self-exclusion - Should you need to take a break from gambling, we provide a self-exclusion facility by contacting Support on This email is not visible to you.. 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 This email is not visible to you. stating your reasons and you will be permanently blocked with immediate effect.

    To the OP, if you have self-excluded yourself for a certain period at a different casino and started playing at Codeta after that period of time has passed, then I think you should be paid. If you have self-excluded permanently, then I'm afraid the casino is acting accordingly.
     
  36. Feb 13, 2017
  37. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    The UKGC is actually pretty clear on this --> If a player has SE'ed on a sister site but he manages to open a new account at one of the sites then his account at the new site should be blocked asap, bets voided and the balance returned to the original amount as if the bets never happened. No if's or but's.

    However, the UKGC is not clear --> on whether the funds have to be returned to the player as in their view it is encouraging a problem player to open more accounts as it will be risk free gambling, although he can't win but he could then always claim his deposits back.

    Hence, why this SE business has become a total mess full of fraudsters and abusers. Deposit and lose, claim the deposits back citing the SE. Deposit and win, get the winnings denied and then go on a rampage through online forums trying to twist the arms of the casino managers to pay the winnings. In the utmost cases the deposits are returned, nothing more.

    In essence, free gambling and a lot of trouble for everyone involved. We had stories here in the past few years, you wouldn't believe it! Doing the "i didn't know they were related" stunt has been used gazillions of times. You won't stand a chance unless you can clearly prove that you did not have any knowledge.

    Since the UKGC has an easy, accessible-to-everyone search page for licenses it is simple for everyone with a little gambling experience to find out who the related sites are. It took me 5 seconds! And you come across as a very experienced gambler, hence, you should have done your due diligence before committing your hard or not hard earned money to the site, especially when you have previously SE'ed.
     
  38. Feb 13, 2017
  39. worldlad

    worldlad Crybaby McCryface

    Location:
    Who gives a shit
    It's not fraud! A charge means they will investigate both sides of the argument and will follow Visa or Mastercard's chargeback rules, relevant banking regulations and applicable banking laws. It's not for you or me to simply say it's fraud it's for the bank to conduct a full and proper investigation and if the bank decides to take customers side he will be refunded in full.

    The casino might back down the minute the investigation starts.

    If however the bank refuses to take the customers side and instead takes the casinos side, he can then file a case with the banking ombudsman.

    I'm putting money down he will will and in most cases banks tend to take the customers side.
     

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