Declined - As Alternative Dispute Resolution services are prevented from managing complaints against UKGC licensed operators that involve Self-Exclusion issues, we have to decline this complaint.
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Due to difficulties to manage gambling, I have self-excluded from several Everymatrix casinos late 2014. In September 2014, I contacted Everymatrix directly by email and expressed to them my wish to be excluded from all their casinos, not being allowed to create any new account or make any deposit.
In March 2015, I however was attracted back to gambling and opened an account on casino cruise, using the same email address (and other details) as used to ask Everymatrix to ban me from their casinos. At this time, I however did not play or make any deposits.
From March to December 2015, my account remained open and I was regularly marketed on the very same email address. This led me to deposit and play £1100 between the 4th and 5th December 2015.
After complaining and asked for a refund to Everymatrix, they denied my claim, as per updated and obscure terms and conditions that I supposedly accepted.
I then referred the issue to the Ecogra, and they reached the same conclusion that the deposits should not be refunded, based notably on the fact that I "used a different email address, which is the reason why the operator was not able to block the account faster".
It sound ridiculous to me as I used the same email address used to ask Everymatrix to ban me permanently from their network and the account remained open for 9 months before my first deposit was made, which I think was a reasonable delay for them to block my account.
I am not too sure what to do at this stage, so your assistance is welcome.
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Casino Cruise - Self-exclusion issue
Posted by auraucaria
March 2, 2016
auraucaria consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
March 2, 2016