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Flipperflip – ignoring self exclusion

Ruling

Found for the Casino - Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.

Read our FlipperFlip Casino Review.

Player's Complaint

Flipperflip is a casino which is part of Everymatrix.

I have had a serious row with this group in the past and am self excluded permanently for gambling issues across the entire network. Unfortunately in a weak moment I signed up at Flipperflip and lost 1500€. Later on I discovered that this was a Everymatrix site and I also read in forums that it happens periodically that Everymatrix casinos deliberately and adverse to their MGA license accept self excluded players and try to keep the money if they lose and in the case of winnings refuse to payout, so everything but a fair game for the players in question. I do not deem this fair practice, they shouldnt profit of the back of people who have gambling issues. I demand that Flipperflip returns the lost funds and Everymatrix honours their responsability towards responsible gambling in the future.

Read the casino review

6 Responses

ThePOGG
Oct 12, 2020

Hi jblchr - welcome to ThePOGG.com!

Do you have a record of the communication where you asked to self-exclude? Did you request that your self-exclusion carry over to other properties on the license?

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

jblchr
Oct 12, 2020

I will go through the emails of the last years but I can confirm that I am self excluded on multiple sites of Everymatrix which are not in operation anymore but also such which are in operation such as Jetbull or Fantasino.
What I can however prove is that I asked live chat prior to signing up about this and they gave me misleading information as they basically said I should sign up without checking my details and knowing that Everymatrix has the following policy with self excluded players. If you sign up and are excluded on a property and lose they try to keep your money, if you win they refuse to payout.
Here is the chat:
(01:16:08): hello
(01:16:10): Hello, thank you for contacting FlipperFlip customer service. How may I help you today?
(01:16:21): I have an enquiry please
(01:17:13): Over the years I have played at some everymatrix sites and also closed the accounts. Am I allowed to signup here or not. I prefer to ask upfront to avoid issues just to be on the safe side.
(01:18:10): Have you already created any other accounts on our site?
(01:18:38): I have never played here before, but I have played on sister sites such as fantasino or jetbull several years ago.
(01:19:38): We have no connections with other casinos. What was the reason for the closure of your account there?
(01:20:00): When I am dissatisfied I self exclude the account and move on.
(01:20:48): So is Flipperflip basically an autonomous site? In that case I could sign up as I have never held an account here before.
(01:21:26): I just saw on your mga seal that other sites were listed and you belong to everymatrix. Again, I am just asking up front if I am allowed to use your service.
(01:22:54): I do not see any reason why you can not create an account with us.
(01:23:14): ok then, thanks for the asisstance, will give you a try.
(01:23:19): have a good night
(01:23:25): You too!

jblchr
Oct 12, 2020

The agent states they have no connection to other sites which is incorrect, Flipperflip is an Everymatrix brand.

jblchr
Oct 14, 2020

i wanted to add that I had contacted everymatrix and they have confirmed multiple selfexclusions with dates and brands. Upon request I shall submit the information.

ThePOGG
Oct 16, 2020

Hi jblchr,

Sadly that's not the case. Under the MGA license the operator are only required to carry a self-exclusion over to other properties on the license where the player explicitly requests this happen. Without this request the self-exclusion only applies to the property it is requested at.

Did you make such a request?

Beyond this, in the above chat you have given the agent conflicting information. In the first instance you have stated that you 'closed' accounts. An account closure is not a responsible gambling issue. Many players close their accounts for a variety or reasons that are not related to gambling addiction. A closure would not preclude your ability to open accounts with other operators on the license and in fact wouldn't even stop you re-opening your account at the operator in question. Later in the chat you do use the term 'self-exclude' but explicitly state that you do this when 'dissatisfied', effectively contradicting any potential gambling addiction interpretation of the term. In short, you've omitted or undermined this agent understanding that you have been self-excluding due to gambling addiction.

And finally, FlipperFlip are just a whitelabel. They are unlikely to be owned by the same people as other EveryMatrix properties. So the agent was simply conveying that there isn't a sub-set of EveryMatrix casinos that they operate that could impact your ability to play (i.e. you would not be barred from all operators owned by affiliate program XYZ).

Thanks,

ThePOGG

jblchr
Oct 16, 2020

I understand your point. In this case you can close the complaint. I will also here have to seek legal assisstance.

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Agreement

jblchr 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:

  • FlipperFlip
  • Malta Gaming Authority
  • EveryMatrix Software Ltd

October 12, 2020

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.

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