Codeta - failing to honour self exclusion

Hi feelinginvisable - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

Hi ThePOGG any update yet regarding escalation of the account?

Kind Regards Hayley Horsman

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.

Hi any update yet regarding Codeta account.

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

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

Kind Regards

Hayley

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

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

Hi Feelinginvisable,

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

Thanks,

ThePOGG

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

Still no response or refund yet.

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

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

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

Hi Feelinginvisable,

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

Thanks,

ThePOGG

Thanks will do now.

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

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

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

Please may i have an update with regards to refund.

Thanks

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

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

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

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

Done now thanks.

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.

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