unclaimed offers
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site

Codeta – failing to honour self exclusion

Ruling

Resolved - Action was not taken quickly enough by Codeta Casino to restrict this account. As such all deposits made more than 24 hours after the request have been refunded.

Read our Codeta Casino Review.

Player's Complaint

Hello im new to the site and was looking for some help. I requested self exclusion from Codeta casino, i requested via email, live chat and facebook page. I however heard no response. I then went on to deposit more funds as a result of my account remaining open. I submitted a complaint via ASKGAMBLERS which had no response. I then submitted a complaint via Resolver, i finally recived a reply which stated my account was closed and i would be contacted in due course regarding deposit refund. I have however heard absolutely nothing despite several emails i have sent which have been ignored. This casino doesnt seen to follow the rules in line with the gambling commission guidance. I would like to request that all my deposits are refunded due to complete failure to protect vulnerable customers.

Read the casino review

27 Responses

ThePOGG
Dec 06, 2018

Hi feelinginvisable - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Feelinginvisable
Dec 09, 2018

Hi ThePOGG any update yet regarding escalation of the account?

Kind Regards Hayley Horsman

Feelinginvisable
Dec 12, 2018

Hi sorry to message again, was just wondering if there was any communication yet? This Casino never replys to emails, live chat is permanently unavailable and there facebook page is unresponsive.

Feelinginvisable
Jan 03, 2019

Hi any update yet regarding Codeta account.

ThePOGG
Mar 01, 2019

Hi Feelinginvisable,

Apologies for he delays - there have been some communication issues with this license holder that we have had to work through before we could review your case appropriately.

I need you to provide all email, live chat and facebook messages you have exchanged with the operator regarding this issue. Please forward them on to [email protected].

Thanks,

ThePOGG

Feelinginvisable
Mar 01, 2019

Thank you so much for working hard to help my case. I have emailed emails etc to complaints @thepogg.com

Kind Regards
Hayley

ThePOGG
Mar 11, 2019

Hi Feelinginvisable,

I've reviewed this issue with Everymatrix. You sent your first exclusion request via email on the 8th of November at 3:53am server time. Under UKGC guidance the license holder are allowed a reasonable time to respond to this type of request (i.e. they are not expected to act on it instantly) and it is generally accepted that a 'reasonable time' would be 24 hours. This did not happen in your case. Everymatrix has identified two deposits that were made after the 24 hour window that amount to £200 and are due to be refunded. As Codeta has closed in the interim period Everymatrix requires you to provide your bank information to make this refund.

Thanks,

ThePOGG

Feelinginvisable
Mar 11, 2019

Thank you so much for your help. Shall i send account details directly to everymatrix?

ThePOGG
Mar 15, 2019

Hi Feelinginvisable,

Yes that would be correct. I would appreciate it if you could let me know when you receive your funds.

Thanks,

ThePOGG

Feelinginvisable
Mar 19, 2019

Thank you for the information. I have emailed everymatrix on the 15th March and had no response as of yet.

Feelinginvisable
Mar 25, 2019

Still no response or refund yet.

ThePOGG
Apr 05, 2019

Hi Feelinginvisable,

I've spoken to the operator again. They inform me that the bank information you sent in was for local UK transfers and that they need you to provide international transfer details to allow them to make the payment (IBAN/BIC).

Thanks,

ThePOGG

Feelinginvisable
Apr 05, 2019

I have sent them my Starling account details hopefully this will be okay. Thanks for the help the POGG its been brilliant.

Feelinginvisable
Apr 10, 2019

Hi im hitting a brick wall with everymatrix they are saying they have no record of refund.

ThePOGG
Apr 11, 2019

Hi Feelinginvisable,

Please forward on your account details to us and I'll contact EveryMatrix and get this refund processed.

Thanks,

ThePOGG

Feelinginvisable
Apr 11, 2019

Thanks will do now.

ThePOGG
Apr 15, 2019

Hi Feelinginvisible,

Thank you for your email, but as said above it is your international payment details you need to provide. We need your IBAN number and BIC/Swift codes alongside the address of your bank.

Thanks,

ThePOGG

Feelinginvisable
Apr 29, 2019

Hi i sent Iban BIC and address, still no payment received.

Feelinginvisable
May 08, 2019

Still no response or refund yet from every matrix. This whole process has been exhausting and stressful. The only real communication im recieveing is from The Pogg but i understand you guys are busy enough. I feel massively let down by Codeta casino and now Every Matrix also. I wish to seek full refund for all deposits made to Codeta as not once in the lifetime of my account was any communication available. Please help as this is nearly six months now. Kind regards Feelinginvisable

Feelinginvisable
May 09, 2019

Please may i have an update with regards to refund.
Thanks

Feelinginvisable
May 09, 2019

Im struggling financially and my mental health is suffering as a result.

ThePOGG
May 10, 2019

Hi Feelinginvisible,

As stated at the bottom of this page in the red box, we only provide updates when we have new information on your complaint. At the present time we do not have any new information to give you.

Thanks,

ThePOGG

Feelinginvisable
May 15, 2019

Nothing received yet. Despite an email stating i would recived payment 16days ago.

ThePOGG
May 21, 2019

Hi Feelinginvisable,

Firstly, apologies for the delay. We've been having some communication issues with the EveryMatrix license that has brought several conversations to a standstill.

Apparently the issue is that EveryMatrix believe there is an error in the IBAN/Swift codes you provided. What I need you to do is email EveryMatrix and ourselves a screenshot or photo of either a bank statement or your online banking showing your IBAN and Swift codes.

Thanks,

ThePOGG

Feelinginvisable
May 21, 2019

Done now thanks.

Feelinginvisable
May 22, 2019

Good afternoon i have positive news! £200 recieved into my account. Did you manage to discuss refund of all deposits due to a complete communication faliure from casino and also Everymatrix. Also promoting new casino to me even though i was self excluded.

ThePOGG
May 24, 2019

Hi Feelinginvisable,

The operator has confirmed sending a payment. Thanks very much for confirming receipt of your funds (finally!).

With regard to the other issues you raise, firstly, there is no ground for further refund of funds. The operator were late in acting on your request, but have refunded all deposits outside of the 24 hour window that is accepted to be allowed under the UKGC license. Secondly, gambling firms are prohibited from sending promotional material to excluded players. This is not a complete prohibition on any communications and allows for communication of reasonable information about your account. In this instance the email was informing you that as Codeta Casino had closed your account (alongside all other Codeta accounts) had been transferred to Jetbull Casino, in case you needed to locate it. It was an informational email and not subject to the restrictions.

Thanks,

ThePOGG

Leave a Reply

You must be logged in to post a comment.

Agreement

feelinginvisable 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

December 5, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.