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Hi jianting - welcome to ThePOGG.com!

I'd be happy to speak to Guts about this issue for you but before I can do so you need to provide me with your username and the email address you use at Guts casino.

I would highlight something before we go on. EveryMatrix/OddsMatrix are what's known as a 'white label provider'. This means that they provide the software and sometimes customer service infrastructure for a lot of different casinos but do not actually own these casinos. 

Guts were working with EveryMatrix until earlier this year. However their ownership is entirely separate from EveryMatrix and the other casinos that operate on the EveryMatrix platform.

While I would have to check the specifics of how EveryMatrix manage problem gambling closures (i.e. whether there's a pooled database of problem gambling players that all EveryMatrix operators use or whether each maintains their own) I can say with certainty that the various EveryMatrix casinos will NOT share their player databases. They are directly competing against each other so doing so would be a very poor business decision. 

Where exactly did you exclude yourself from on the 18th of February this year?

Thanks,

ThePOGG

Hi jianting,

Thank you for forwarding those emails.

It certainly appears that EveryMatrix distribute a database of problem gamblers to their licensees and in this instance may have failed to do so.

I still need your username and email address at Guts casino.

It would also be useful to know how much you deposited to Guts casino after 18/02/2015.

Thanks,

ThePOGG

P.S. to see your post you need to be logged into your account with the site

Hi jianting,

I believe you should have already received the following response from Guts:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">Hi again [EDIT],

I can confirm that Guts was under the Everymatrix license when you created the account, however once the self exclusion was made on one of the Everymatrix license sites like you stated, we were already operating under our own license. Should the exclusion have happened while we were under the Everymatrix license, the case would of course have been viewed differently. 

As mentioned before, we do not share any customer information between other license holders unfortunately.

Due to this we are unfortunately not able to carry out a refund in your case, and you are of course more than welcome to take this forward with the MGA, where we will then also present our case from our side.

Kindest regards,</blockquote>

In case you're unclear about the above, Guts have moved away from EveryMatrix over the last 12+ months. During 2014, in preparation for the shift, they gained their own MGA license. While they did continue to operate on the EveryMatrix software, they no longer shared a license with EveryMatrix and as such would not be privy to any player information distributed to the EveryMatrix licensees.

As such Guts themselves would not have known about your self-restriction and could not have taken action against it.

The only question that remains is why PlayFrank support told you that you would not be able to access EveryMatrix games. I've discussed this with Guts and as far as they are aware from their time working with EveryMatrix, no such restrictions could be put in place. Logically this makes sense - PlayFrank would not be sharing their player database with EveryMatrix, so how would the software know to restrict you?

I'm going to try and discuss this issue with EveryMatrix, but my suspicion is that PlayFrank gave out incorrect information.

I'll let you know when I know more.

Thanks,

ThePOGG

Hi jianting,

I will be meeting with a former EveryMatrix employee later this week. My hope is that they can put me in contact with someone at EveryMatrix to discuss this issue further.

I'll let you know when I have new information.

Thanks,

ThePOGG

Hi jianting,

I'm currently waiting on EveryMatrix offering a response. I'll get back to you when I have more information.

Thanks,

ThePOGG

Hi jianting,

Unfortunately my contact has not been successful in getting a response from EveryMatrix. I'm now trying to contact EveryMatrix directly. Please be patient as I expect this process to take some time.

Thanks,

ThePOGG

Hi jianting,

I've managed to get contact details for the right person at EveryMatrix to discuss this issue and hope to have more information for you in the near future.

Thanks,

ThePOGG

Hi jianting,

I've now had a lengthy discussion with EveryMatrix about this issue which has confirmed several pieces of information:

1) Guts were running on their own, not the EveryMatrix, license at the time of your self-restriction. As such there would be no sharing of this type of information between the 2 parties.

2) While PlayFrank did use EveryMatrix software at the time of the issue, they were also running on their own license and as such no player information would have been shared between the 2 parties.

3) EveryMatrix software platform does not restrict user access based on self-restrictions at other EveryMatrix providers where the operator is not running on the same license as EveryMatrix. As there's no sharing of player information between different licensing they would have no physical information upon which to enact a restriction.

This basically leads us to the end of the road as far as this issue is concerned. There is a question as to why PlayFrank gave this explanation in the first place, but that's likely to come down to failure to understand the EM platform or even basic CS rep error.

I realise this will be a frustrating outcome for you and I'm sorry this couldn't have ended more positively, but there really isn't anything further for us to challenge on this issue.

ThePOGG

Guts casino were operating on a separate license to EveryMatrix at the time of the player&#039;s self-exclusion and as such wouldn&#039;t be aware of it.

Hi
 
 I joined in Guts casino since 2014. The Guts casino service run by everymatrix ltd. 18.02.2015 I was first time self-excluded from everymatrix ltd, but the Guts casino did not block account and let made deposits until at the end of May 2015.
 
 Now in guts casino terms and conditions shows that 2.1 The Casino Services are provided by MT SecureTrade Limited, a company bearing registration number C56545, and having its registered address at GB Buldings, Penthouse, Level 4, Watar street, Ta´Xbiex, XBX 1301, Malta.   
 
 This terms and conditions were update  26th June 2015 after my account was blocked.
 
 I did not save the terms and conditions version when i was in the casino. But i searched on internet for the old version whichs shows that 2.1. The Casino Services are provided by OddsMatrix Ltd, a company bearing registration
 number C44411, and having its registered address at Suite 4, Num. 62/63 Morina Court,
 George Borg Olivier Street, St.Julians, STJ 1081, Malta. OddsMatrix Ltd. is licensed and
 regulated by the Lotteries and Gaming Authority of Malta (www.lga.org.mt) in virtue of a
 Class 1 license numbered LGA/CL1/497/2010 issued on the 2nd of May 2012 and by
 EveryMatrix N.V. a limited liability company incorporated under the laws of Curacao,
 bearing company registration number 108354 and having its registered address at Ecommerce
 Park Vredenberg, Curacao and is licensed and regulated in virtue of license number
 No.1668/JAZ granted by the Government of Curacao.. The website is owned by Guts Gaming
 Limited, a company bearing registration number C56545 and having its registered address at
 GB Buildings, Penthouse, Level 4, Watar Street, Ta’ Xbiex, XBX 1301, Malta.
 
 In Everymatrix LTD page also shows Guts casino is their client. And in this site also shows the Guts casino service run by everymatrix Ltd. I believe the Guts casino should take my gambling problem seriously  block my account  and not allow me go on playing ,but they did allow me go on making deposits and playing. I sent email to guts casino and ask deposits refunds which i made after i was self-excluded in everymatrix ltd. But i have not gotten any reply from Guts casino.
 
 I wish this party would give me some help about this.
 
 Kind regards

Guts - probelm with guts casino

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