MENU
Forum

Get up to 11

exclusive bonuses

What's so special about

our bonus reviews?


  • only recommended casinos
  • full wagering requirements
  • terms & conditions analysis
  • bonus value calculation
We respect your privacy and won't share your email address.
[X] Close this form and return to site

Codeta – EveryMatrix Responsible Gambling

Ruling

Found for the Casino - EveryMatrix have demonstrated that their self-exclusion procedures have been reviewed by the UKGC.

Read our Codeta Casino Review.

Player's Complaint

Hi ThePogg

I believe this to be a straight forward (if there is such a thing) case of a casino not honouring a self exclusion request.

I will post below my email to EveryMatrix detailing my issues.

Hello

My name is [EDIT], and I am a problem gambler. As such, I have requested self exclusion from several casino websites over the last 18 months.

Two of these casino's were:

Casiona Cruise

&

PlayFrank

As both of these casino's are operations the umbrella of the 'everymatrix' umbrella, I believe upon excluding from one, it is a legal requirement to exclude me from them all? I have not been.

As this was not the case, tonight I have registered with, and deposited around £250 pounds to, the online casino 'Codetta' (also operating under the everymatrix umbrella) and also deposited £20 to Boylesports, again an everymatrix associate.

I believe I am due a refund for any deposits made tonight, as I should have been barred in the first place. When in a recent, similar situation with another online casino chain this was the case.

Please refund me and block me from all Everymatrix sites.

[EDIT]

In their response, Codetta (the casino in question here) told me that in order to self exclude for the whole EveryMatrix platform, I had to contact a special email address, as self exclusion requests made on individual sites did not automatically carry over.

I don’t believe this is correctly following their social responsibility rules?

Dancul30skye

Read the casino review

3 Responses

ThePOGG
Jun 27, 2018

Hi dancul30skye - welcome back!

Your issue ties into some broader issues related to the management of self-exclusion that we are currently discussing with the UKGC. Until we have received clarification on the policies of the UKGC we won't be able to offer further comment on your case. Please bear with us while we obtain that.

Thanks,

ThePOGG

dancul30skye
Jun 28, 2018

Thanks for your help as always

Dancul30

ThePOGG
Nov 19, 2018

Hi dancul30skye,

We have now concluded our discussions with all parties involved in this issue.

When you requested your self-exclusion you were sent a communication asking you to contact an EveryMatrix email address to implement the requested self-exclusion. EveryMatrix have managed to provide sufficient evidence to demonstrate that this communication was sent to your address.

That being the case the question here becomes about whether having sent an email explicitly requesting a self-exclusion on your account, there was any need for you to have to engage further steps to activate the requested self-exclusion.

This is the question we've been attempting to get clear answers to. What I can tell you is that the UKGC have expressed some potential concerns about requiring you to email a 3rd party after making a request but have not committed to a position. On the other side of this, we have been provided documentation by EveryMatrix showing that they have discussed this policy with the regulator and it has been deemed acceptable.

In short we have been unable to get an entirely clear answer regarding whether the UKGC feel this policy is compliant with the LCCP, but the strongest information we've managed to gather is that given by EveryMatrix and this does clearly appear to indicate that the regulator are aware of the system in place and view it as compliant.

Given that the license holder have demonstrated that their self-exclusion system has previously been discussed and approved by the regulator and your experience is consistent with what was discussed, we cannot uphold your claim. However I would suggest that you should consider taking your complaint direct to the Gambling Commission in case further review results in a change of position.

Sorry we could not be of further help.

ThePOGG

Leave a Reply

You must be logged in to post a comment.