Codeta - Accepted deposits although known gambling addiction
Found for the Casino - Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.
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A little background to my complaint to EveryMatrix. In 2014, I registered myself at a casino named Guts.com, in which I made a few deposits, I lost the money and I had a chat with them letting them know I have problems with controlling my gambling hence requesting self exclusion due to this fact. That wasn't any problem at all and they confirmed my closure which I got mail of, dated 2015-03-05.
In 2018, I got a relapse. I registered myself at a site named Codeta.com (licensed by EveryMatrix) and lost a net of 540 216 SEK during May-August before I stopped gambling on their site. In April 2020, I navigated to Codeta.com in order to retrieve my data according to the GDPR regulation. As I was informed already back in 2018 by EveryMatrix, Codeta would close and my account would migrate to Jetbull.com. So, Codeta.com redirects nowadays to Jetbull. I wrote a request to the live chat to retrieve my personal data according to GDPR, which I later got. This has been forwarded to The POGG by mail.
In the Excel file, I got a bit surprised when I saw my account at Guts.com. It was shown with BlockedReason having the value "UserRequest". I asked JetBull team how they were able to retrieve data from Guts.com, and they, after checking with EveryMatrix, answered that the sites "were white-label clients that operated under the Everymatrix license. Thus EveryMatrix was the data controller and held the data about players. All the data processed on our platform and by our partners was directly provided by players upon registration, or recorded by us during players' activity on our platform."
"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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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.