Noxwin Casino - Not honouring self exclusion

RESOLVED
jazzi1 United Kingdom
posted on December 26, 2015.

I recently joined noxwin but was not immediately aware that they were part of the Everymatrix group which I have self excluded from. As soon as I noticed I contacted them and asked how I could be allowed to join when they should have already had my details on their self exclusion database. My query has not been answered and I have not received my deposits back. I fail to see how I was not picked up on registering when I was using exactly the same details and email address. I am forever receiving marketing emails from this group which I believe they should not send once self exclusion is in place. I wish to have my deposits returned and confirmation that procedures are put in place to stop self excluded players registering on one of their many many sites.

AskGamblers
posted on December 31, 2015.

Dear @jazzi1,

Any updates regarding your complaint? Thank you.

jazzi1 United Kingdom
posted on December 31, 2015.

I have received nothing at all from Noxwin casino but have had a reply from Everymatrix stating that due to the size of their organisation it takes anything from minutes to hours to pick up on a self excluded player that has registered on another site. I pointed out that they did NOT at any time discover that I was self excluded and close my account. My account with Noxwin was closed at my request. I asked them to look at my Casino floor account that had been open quite some time before I noticed that they were part of the Everymatrix group that I had previously SE from. The response to this was that I had self excluded from Casino Floor - the wording was "Your self exclusion at CasinoFloor was handled directly with the operator." They are telling me that I should have contacted the license holder directly.
This has been extracted from a previous email
"For your own protection, kindly note that during the period of self-exclusion it will not be possible to activate your account. Also, it will not be possible for you to open any other accounts and gamble with any sites managed and operated by EveryMatrix."
This seems to be directly contradictory.
I have self excluded directly with many of the EveryMatrix sites individually over time and they have demonstrated that they have no procedures in place to highlight SE players and protect them. I have had no comment from Everymatrix regarding the fact that they regularly send me invites by email to new casinos under the Everymatrix license.

AskGamblers
posted on March 4, 2016.

The AskGamblers Complaints Team has been provided with evidence regarding this case that casino management acted upon its Terms and Conditions https:­//n­oxw­in.c­om­/Te­rms­Con­dit­ion­s/G­ene­ral­For­UKL­icense
# 29.3 We will use our reasonable endeavours to ensure compliance with your self-exclusion. However you acknowledge that the primary responsibility for controlling your behaviour lies with you and accept that we will not be liable if you continue gambling and/or seek to use the Website and we fail to recognise or determine that. Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts. We also recommend that consideration is given to the installation of software that will allow you to block access to internet gambling websites. See Filtering Systems at the bottom of this page.

Based on the casino Term stated above we consider this case as resolved and officially closed.

We would like to remind player that in case of a disagreement with our decision, further assistance could be requested from the casino's licensing authority.