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Codeta - Confusion with self exclusion

Ruling

Resolved - After reviewing this issue EveryMatrix have chosen to refund this player. The player is non-responsive so we assume they've received their funds.

Read our Codeta Casino Review.

Player's Complaint

I self excluded with Codeta in 2015 because of gambling problems. I opened an account with playcosmo and deposited £560 before my account was closed.

I did not realise the two companies belonged to the same license. Every Matrix. I was told be email I should have contacted Every matrix to self exclude from Codeta. No other site works this way they make it difficult to self exclude. On 11th Jan i received an email saying I ciyld have self excluded directly from my profile which I did.

I should not have been able to open an account with playcosmo, I deposited £560 before my account was closed.

I would like thjs money returned to me

Read the casino review

10 Responses

User icon
ThePOGG
February 1, 2019

Hi lyngod57 - welcome to ThePOGG.com!

Can you clarify - did you self-exclude using the in account tool at Codeta, or did you do this via a request to support?

Thanks,

ThePOGG

User icon
LynGod57
February 1, 2019

Hi there I self excluded from Codeta using the account tool. I logged onto playcosmo as I did not realise they were a sister site of Codeta. I have been suffering with depression and anxiety. I realised i was spending too much time and money which is why I self excluded from Codeta. Regards [EDIT]

User icon
ThePOGG
March 1, 2019

Hi lyngod57,

I've discussed this issue with the license holder who have decided to uphold your claim and refund all deposits made to Codeta (£533). They need you to provide the following information:

Payee

IBAN

account number

sort code

branch

Swift code

Thanks,

ThePOGG

User icon
ThePOGG
March 8, 2019

Hi lyngod57,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
LynGod57
March 12, 2019

Hi there, Many thanks, i have already sent the information, but maybe it did not go through Account number [EDIT] Sort code [EDIT] Sorry do not know my swift code. Regards, [EDIT]

User icon
ThePOGG
March 15, 2019

Hi LynGod57,

While we're happy to forward on your details on your behalf to ensure that the operator receive them, we do need ALL the above information. So please provide the following:

Payee

IBAN

account number

sort code

branch

Swift code

With regard to your Swift/BIC code and IBAN number, you should be able to find these on your statement, but if you are struggling contact your bank and they will provide this information.

Thanks,

ThePOGG

User icon
ThePOGG
March 22, 2019

Hi LynGod57,

Thank you for your email. However, I still need the name as it appears on the account and the address of your branch before the operator will be able to perform a bank transfer.

Thanks,

ThePOGG

User icon
ThePOGG
March 29, 2019

Hi LynGod57,

EveryMatrix have informed us that this payment has been sent. Can you confirm receipt?

Thanks,

ThePOGG

User icon
ThePOGG
April 5, 2019

Hi LynGod57,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
April 15, 2019

Hi LynGod57,

If we haven't heard from you by Friday the 26th of April I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

LynGod57 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:

  • Codeta
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • EveryMatrix Software Ltd

February 1, 2019

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