Found for the Player - Flamantis casino failed to detect a self-excluded player and failed to provide relevant information to allow the player to know the exclusion applied then refused to pay winnings to that player.
Read our Flamantis Casino Review.
THIS COMPLAINT IS ABOUT FLAMANTIS.COM, ITS NOT IN THE SELECTION ABOVE
www.flamantis.com owned by everymatrix
date of incident: 14th september 2015
I opened an account with Flamantis casino on 14th September 2015 and deposited $50 aud. Within 2 or 3 hours of playing I had won $6000 (I'm sorry I dont remember the exact figure as I can't login to my account). When I went to withdraw this I opened a "live chat" and asked for the email address where I could send my proof of address and ID into, which I got and emailed through. I then went to login to my account the next day and was unable to. I was told:
You probably had yourself excluded from other EveryMatrix casinos and self exclusion automatically applies to all everymatrix casinos.
According to UKGC terms as you have been self excluded your winnings are void and you are only eligible to receive back your original deposit.
(which incidently was never sent)
I asked for proof that I had blocked myself from their site as I don't believe I did and this was not sent to me. I was also under the impression that, if I did, self exclude from their site I shouldn't have been allowed to set up an account, deposit, in good faith, play and win?
When I was told I was not getting my money sent to me I registered a complaint to eCOGRA on 15th September2015 and received an email saying:
I appreciate the effort you have made to contact eCOGRA and explain your predicament. I will contact the customer service team at Flamantis to follow up on your query today.
and I mailed everymatrix.com asking them to show me proof of my self exclusion and got a reply form them saying:
I am contacting you on behalf of EveryMatrix in regards to your email. We have received your formal complaint from Ecogra and are now communicating with them to resolve your issue. As such, I'm afraid there can be no further correspondence with you regarding this matter. I have attached our Complaints procedure for your reference.
Please await the response from Ecogra.
EveryMatrix Complaints Team
this was on 17th September.
I have mailed Ecogra four times since asking for an update and/or is anything happening but have received no response.Its been 2.5 weeks since I have had any correspondence from anyone so I would like to see if you can do anything with it for me?
I have explained this as best as I can, and hope you can advise me further, if there's any more info you need please let me know.
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hdegan 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:
October 5, 2015