Codeta - Accepted deposits although known gambling addiction

"B2C licensees shall make readily available to players, at all times, a procedure whereby a player may exclude himself from playing for a definite or indefinite period of time. Throughout this period, B2C licensees shall have procedures designed to ensure that a player who has opted for a definite or indefinite self-exclusion period cannot gain access to gaming services."

And also Point 11 (4) (b)

"Provided further that, in the event that a player has been excluded by the B2C licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee."

Even if the rules from 2018 weren't valid then, there are still older regulations to refer to, for example Remote Gaming Regulations 438.04 43 (5):

"A licensee shall not accept a wager from a player contrary to a limit or exclusion set by the player under this regulation"

With this said, of course I have my own responsibility to myself to really stop gambling in which I failed, but clearly EM didn't follow the rules and let me wager on Codeta.com very much aware of my gambling issues.

Another aspect of this is that Codeta.com also had a VIP-manager assigned to me who was very aggressive, texting me back and forth with new offers during times I specifically wrote I was worried because I just lost 500 000 SEK. His direct answer was "But you will be able to turn that around in one night with some luck? :p". Part of that SMS-conversation mailed to The POGG as well.

Also, right before that VIP-manager was assigned to me, I asked for a bonus in their live chat. I said that I've just lost a big amount of money and hence requested a bonus. The reply I got: "I was just in contact with my closest team and they suggested that we send your inquiry to the highest responsible team as we see your deposits and we appreciate them very much. It can take some time but our best team will have a check, is that ok with you?" (also attached).

With this said, as the license owner EM shouldn't have let me open an account with Codeta.com nor accept any wager since I already let them know about my gambling issues. Also, they were way too aggressive as well. In the end, I would like to think that this is all a mistake from the beginning, since my account closure at Guts.com got the wrong "BlockedReason" in the Excel sheet. Instead of "UserRequest", I believe it should have been marked with something that relates to gambling issues really.

I'm expecting a full refund of the net deposits to Codeta.com. This complaint has also been raised directly to EM but haven't got any answer yet (sent it two days ago so that's totally understandable). Thanks in advance

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3 Responses

ThePOGG

June 14, 2020

Hi mame14 - welcome to ThePOGG.com!

Sadly there is nothing that we can do to help you in this instance. Under the MGA license self-exclusions only carry over to other properties on the license if you specifically request that this happens. Unless you have asked for this to happen your Guts self-exclusion would not have prevented you playing with Codeta.

Sorry we cannot be of further help.

ThePOGG

mame14

June 15, 2020

Hi ThePOGG,

Many thanks for reviewing this case. I have read through other complaints which relates to EveryMatrix, for example https://thepogg.com/complaint/casino-cruise-lacks-responsible-gaming-policy/ whereby the comment you made on 7th of Sep 2017 makes me wondering what is correct really.

Quote:

"I've spoken with the MGA about the multiple licensees aspect of this case. I was in error. In fact the MGA do expect multi-property license holders to extend a self-exclusion at one property to others under their license. It should be noted that this does not apply if the player has changed their details between account in such a manner that automated detection systems would not catch the account."

Please note that I have sent this further to MGA who has requested information from EveryMatrix so I don't know if it's right to proceed with this when I already contacted MGA really, what do you think? Many thanks

Many thanks in advance ThePOGG. Really appreciate your service

ThePOGG

June 16, 2020

Hi mame14,

The MGA have subsequently corrected us on this practice. Self-exclusions only carry over where there is a direct request from the player that this happens.

Thanks,

ThePOGG