Casino Complaint Self exclude winnings/ every matrix / jetbull

[Sheridan30]

Hello, I'm after some assistance please. I self excluded from a site earlier this year after loosing some money. It was casino cruise. I then registered on a new site on Friday called jetbull casino, I had no idea they wee linked. I was down by £1400 but managed to pull things around and walked with £3300. I "took a break" for 7 days so my withdrawal would process and had the usual email about id requirements requested. I sent them to the casino, then I had a random email from every matrix saying that I self excluded with last year and they were part of the new casino and in the terms I forfeit winnings etc. I'm completely shocked by this. I've never used self exclude as a reason to get money back from a casino, I play , if I win, I win, if I lose, I lose. I'm shocked this wasn't picked up when I registered, deposited money ( same bank card) or registered email. I've not try to cheat anyone but feel I have been really harshly treated. Jetbull is UK regulated, does anyone know of any regulations that might help me with my case. At a very minimum I expect my £1400 back as I was effectively playing without any chance to win. Thanks, Ian

 

[Harry_BKK]

Hello, I'm after some assistance please. I self excluded from a site earlier this year after loosing some money. I then registered on a site on Friday, I was down by £1400 but managed to pull things around and walked with £3300. I "took a break" for 7 days so my withdrawal would process and had the usual email about id requirements requested. I sent them to the casino, then I had a random email from the casino I self excluded with last year saying they were part of the new casino and in the terms I forfeit winnings etc. I'm completely shocked by this. I've never used self exclude as a reason to get money back from a casino, I play it I in I win, if I lose, I lose. I'm shocked this wasn't picked up when I registered, deposited money ( same bank card) or registered email. I've not try to cheat anyone but feel I have been really harshly treated. Casino is UK regulated, does anyone know of any regulations that might help me with my case. At a very minimum I expect my £1400 back as I was effectively playing without any chance to win. Thanks, Ian

Plenty of threads here about this.

If the casino is UKGC licensed then you will receive at least your deposits back.

Some casinos have been generous and paid the winnings as well as it is actually their fault that they did not detect your SE at the sister site.

 

[Sheridan30]

Thanks, I'm reading up on the other posts and it doesn't look good jetbull / every matrix are then owners, this company seems to be coming up a lot on these threads

 

[Harry_BKK]

Thanks, I'm reading up on the other posts and it doesn't look good jetbull / every matrix are then owners, this company seems to be coming up a lot on these threads

Yeah, plenty of complaints and heartache with Everymatrix. But you can rest assured, they will return your deposits, although that is just a consolation considering you were nearly 2K ahead.

Make sure you check next time who else is sharing the license to avoid any disappointment in the future.

 

[Adriana B]

Good luck! Way too many of these cases. I'm sure you will get your deposit back at least. Here's hoping you get your winnings too!

 

[Harry_BKK]

Just for the record, Everymatrix and quite a few of their casinos announced a few times that an instant crosscheck will be introduced to block players from registering if they have SE'ed at a sister site.

However, until today that is nowhere to be seen or heard of. Makes me wonder if they were serious about it.

 

[Sheridan30]

This could actually work out okay for me, I'm going to spend the night working out exactly how muchoneybinhave lost from every matrix casinos since I SE and make a claim for that back as well, I'm pretty sure it's more than £3k. What absolute shysters

 

[Harry_BKK]

This could actually work out okay for me, I'm going to spend the night working out exactly how muchoneybinhave lost from every matrix casinos since I SE and make a claim for that back as well, I'm pretty sure it's more than £3k. What absolute shysters

Yes, you should do that. Any deposit you made at other Everymatrix casinos after the date you SE'ed at that one Everymatrix site has to be returned to the player and the account closed. This is part of their UKGC license criteria!!!

However, i don't know how it works out if you withdrawn as well and are ahead on the casino. I wouldn't ask deposits back from them

All this Everymatrix sites have a really poor procedure to prevent registrations from SE'ed players. They only do their checks when you request a withdrawal!!!

 

[Casino2014man]

I am sure I read somewhere recently that everymatrix will not be refunding deposits in this situation anymore as a recent update in their terms..

Edit - Yep - in their terms:

'Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.'

 

[dunover]

Unfortunately I believe EM are being deliberately obtuse about this SE bullcrap. I have repeated asked on here than in the interests of fair gaming and prevention of unhappy players and breaches of UKGC guidelines that sites should list linked sites in their T&C's.

One rep actually came on and openly said they'd refuse to do this.

Now the casinos have a no-risk revenue stream from SE'd players. Win, you get deposits back (well you should as it's their systems lacking) and lose - well you lose.

FYI here is a post in which I listed the UKGC sites sharing the Jetbull/EM licence.

https://www.casinomeister.com/forums/threads/anyone-else-tried-kaboo-casino-yet.69338/

READ IT PEOPLE!

 

[Harry_BKK]

I am sure I read somewhere recently that everymatrix will not be refunding deposits in this situation anymore as a recent update in their terms..

Edit - Yep

Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.

Wow, that is a big surprise. Didn't know that one.

TBH, to me that is plain and simple cheating. They are not capable or willing to do their due diligence when a player is registering and penalize the player for that.

Even more important now to be careful with SE.

 

[Casino2014man]

Its disgraceful, and EM are awful to deal with anyway, I do not envy anybody who falls foul of them.

 

[The Blue Anchor]

I am sure I read somewhere recently that everymatrix will not be refunding deposits in this situation anymore as a recent update in their terms..

Edit - Yep - in their terms:

'Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.'

That really is a disgrace - and surely is against the UKGC terms.

 

[Casino2014man]

I believe it is a recent change, I saw a casino rep mention it somewhere either here or on ask gamblers, but it sucks and is a pee take.

 

[aceking123]

if this is what they're offering then clearly they should lose there licence , no casino should ever ever be able to clearly bend the system , its a eye opener, It should be clearly put onto a warning thread at least by maybe brian , this isnt just about uk players its about all players .this need addressing very quickly .

 

[Sheridan30]

They have a registered office in England so I'm going to take them to the small claims court. Could be a landmark victory if I win. Worth the £105. What they are doing is just not right. Will keep all posted

 

[zebedy]

Does anybody know if the UKGC are aware of what the casino's under Everymatrix are doing ?. Just because they have those rules in the T&Cs no casino should be in a win win position.

Edit - Yep - in their terms:

'Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.

 

[Nicola]

Avoid EveryMatrix... plenty of other casinos to play that won't screw you over.

Not refunding deposits after having an account closed is disgusting, and feel sorry for the OP.

 

[chris87]

Just for the record, Everymatrix and quite a few of their casinos announced a few times that an instant crosscheck will be introduced to block players from registering if they have SE'ed at a sister site.

However, until today that is nowhere to be seen or heard of. Makes me wonder if they were serious about it.

I wouldn't hold your breath Harry. I was refused a withdrawal of over £2k over 3 years ago due to me breaching the min bet on a bonus rule at an Everymatrix casino. It was my fault and I've never done the same since (always read the T&C's) but I was told then that software was to be introduced to stop a player betting more than the max allowed when on a bonus. I don't believe any casino has adopted this yet!

Similar with the SE issue the technology is there to stop a player opening an account or depositing should they be SE from a member casino, but the incentive is not there as discussed.

Chris

 

[quber]

I am sure I read somewhere recently that everymatrix will not be refunding deposits in this situation anymore as a recent update in their terms..

Edit - Yep - in their terms:

'Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.'

That would never ever stand up in court. For one reason they do not tell you which other casinos they are and agreeing to waive all claims holds no weight when the term is unfair and against their license.

@Sheridan30, if you are taking it to the small claims I would also report it to the UKGC, Page 49 paragraph 5 and 6 of this Doc

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explain their responsibilities which negates the term quoted above.

" 5 Licensees must close any customer accounts of an individual who has entered a selfexclusion
agreement and return any funds held in the customer account. It is not sufficient
merely to prevent an individual from withdrawing funds from their customer account whilst still
accepting wagers from them. Where the giving of credit is permitted, the licensee may retain
details of the amount owed to them by the individual, although the account must not be
active.
6 Licensees must put into effect procedures designed to ensure that an individual who
has self-excluded cannot gain access to gambling. These procedures must include:
a a register of those excluded with appropriate records (name, address, other details,
and any membership or account details that may be held by the operator);
b a record of the card numbers to be excluded;
c staff training to ensure that staff are able to administer effectively the systems; and
d the removal of access from those persons"


Just noticed this as well (page59):

"
2 Where licensees allow customers to hold more than one account with them, the licensee
must have and put into effect procedures which enable them to relate each of a customer’s
such accounts to each of the others and ensure that:
a if a customer opts to self-exclude they are effectively excluded from all gambling with
the licensee unless they make it clear that their request relates only to some forms of
gambling or gambling using only some of the accounts they hold with the licensee;
b all of a customer’s accounts are monitored and decisions that trigger customer
interaction are based on the observed behaviour and transactions across all the
accounts;"

So it seems that as long as you make it clear that you only want to SE from certain accounts then you should be able to carry on using the others, so it looks even more like they are just stealing winnings when they could allow play on other accounts.

 

[Deeplay]

If they do follow the line of not refunding deposits for those that have Se along with keeping winnings this should be taken to the UKGC and could be a real test of what power the UKGC actually holds!

I for one when ever I see EMatrix on a casino I simply move on. Really stinks this whole thing and is very much a predatory term in my view if this is actually the case!

 

[Casino2014man]

I avoid EM now too.

I have noticed a real tend in poor casinos coming out with their name on.

Slow pays, useless CS and laggy games are but a few things I have noticed with the newer EM.

I still go to thrills etc every so often, but the new ones won't see a penny from me anymore

 

[Casino2014man]

Somehow reposted. Ignore this.

 

[JetbullCasino]

Jetbull.com / SE / T&C

Jetbull.com added those provisions to the T&Cs in order to protect against abusers who knowingly attempt to circumvent EveryMatrix Self Exclusion policy, however, despite the fact that we have reserved the right to take the respective action, as a matter of good faith to our customers, till now, Jetbull.com never decided to block the user initial deposit when we encountered a Self Exclusion situation similar with the one mentioned in this thread (when a user won after playing on our website, even If he previously self-excluded from another EveryMatrix white label website).
In case somebody finds himself in a situation similar with the one mentioned in this thread, Jetbull.com official advice is to contact eCOGRA and report his situation by filling the ADR form (

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) in order to be 100% sure that each particular case is fairly treated.

 

[Tirilej]

Jetbull.com added those provisions to the T&Cs in order to protect against abusers who knowingly attempt to circumvent EveryMatrix Self Exclusion policy, however, despite the fact that we have reserved the right to take the respective action, as a matter of good faith to our customers, till now, Jetbull.com never decided to block the user initial deposit when we encountered a Self Exclusion situation similar with the one mentioned in this thread (when a user won after playing on our website, even If he previously self-excluded from another EveryMatrix white label website).
In case somebody finds himself in a situation similar with the one mentioned in this thread, Jetbull.com official advice is to contact eCOGRA and report his situation by filling the ADR form (

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

) in order to be 100% sure that each particular case is fairly treated.

Sorry, but I just have to ask why they should clean up your mess?
Why are you not preventing people from signing up everywhere without knowing they won't be able to cash out, and why aren't the rules for people who SE clear enough when someone do. It could be so easy.

Edit: I also see that you are telling people to turn to MGA in your T&C's, and you also need to update your Responsible Gambling page because there is some difference than in the T&C's.