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Viks – Self exclusion not upheld


Found for the Casino - This player has repeatedly signed-up to EveryMatrix casinos after self-excluding despite being provided info to avoid this. While operators are responsible to take action to help you control your gambling, given that this player had changed information to prevent their account being automatically detected by the prevention methods alongside the repeated previous refunds, unfortunately their claim cannot be upheld in this case.

Player's Complaint

Dear ThePogg,

I hope you are able to assist.

I have previously and recently self-excluded from various Everymatrix sites. Due to my gambling addiction. Although have I been able to open and deposit on this which is an Everymatrix owned site. All my details (name, username, address, email address, DOB, etc) are the same as those used on the sites I've self-excluded from yet I have been able to deposit over £15,000.

Please can you offer assistance in how I can address this issue as EveryMatrix have not upheld their responsibly.


Read the casino review

2 Responses

May 08, 2017

Hi mikeyowen - welcome to!

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



Jun 12, 2017

Hi mikeyowen,

I've now discussed this issue fully with EveryMatrix, the license holder for Viks casino.

On Wednesday the 19th of October EveryMatrix emailed you when you registered with PlayFrank casino to inform you that your self-exclusion with Jetbull casino (another EveryMatrix brand) applies to all EveryMatrix casinos. At this time they made arrangements to return your deposits and directed you to review terms before registering with new casinos to ensure they were not operated by EveryMatrix.

On Friday the 20th of January you were again contacted by EveryMatrix, this time due to your registration with Codeta. Again deposits were returned and you were directed to ensure that you read the terms and conditions at any new casinos you registered with to ensure they were not operated by EveryMatrix.

This makes 2 historic occasions where you've received refunds on deposits and been explicitly told how to identify whether or not your previous self-exclusions apply to new operators.

Alongside the above EveryMatrix have provided enough information to establish that while a human could determine that the details you used at registration matched across the multiple accounts, due to significant changes to the way said information was formatted automated systems would struggle to do so.

It is our opinion that in this case EveryMatrix have met their responsible gaming requirements, repeatedly returning deposits and providing information to prevent further mistakes and the automated system failed to pick up your activity only because of changes you've made to the way you entered your registration details.

I'm sorry, but in this case all we can suggest is that in future you ensure to read the terms and conditions associated with an operator at registration and not sign-up with any operator managed by EveryMatrix.


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