Ag Awards

Casino Cruise Refuses To Refund Deposits Despite My Self-Exclusion From EveryMatrix

Complaint Info
Disputed casino Casino Cruise
Reason Other
Amount $ 1700
Posted on December 17, 2014


I signed up at Casino Cruise recently and lost around $1,700 at their website. After I was done playing I was researching the casino and came across the information on AskGamblers that this site is part of the Every Matrix group where I have permanently disabled my accounts at 2 of their properties due to gambling issues.

I registered with my personal information the same as the other 2 sites and used the exact same deposit method (EcoPayz) to make the deposits, however was still allowed to play and lose on the site.

As you can see with the case reported on Casino Floor (http:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/ca­sin­o-f­loo­r-c­onf­isc­ate­d-m­y-w­inn­ing­s-c­4226) they have used being "excluded" on other casinos on the license as a reason not to pay people out but are not following this same policy if people lose, which is a huge double standard.

There is even an email from Every Matrix legal department on that complaint that reads:

"Kindly be advised that our system has detected that you have registered multiple accounts on our network and that you have opted to self-exclude on another account/s.

As per our commitment to endorse responsible gaming, it is our policy that if you have self-excluded on an account on our network, you will also be excluded on all other accounts within the same network for the same self-exclusion period".

As you can see this is specifically against their own policies however they are selecting to use these clauses only when it suits them not to pay out winners. I have contacted Casino Cruise but they are not responding to my emails.

I hope that AskGamblers can assist with this issue before I proceed to the Malta/UK Gambling commissions. In this day and age it's pretty unbelievable that a software provider can't detect excluded persons using the same information and payment accounts on different operators.

Thanks for your help AskGamblers.

Posted on December 6, 2014

Hello there,
CasinoCruise will do all in its power to ensure this case is reviewed carefully. We will communicate with the player and will keep the forum updated.

Posted on December 6, 2014

I have been contacted by a representative of the casino, however it was just to reiterate the above. I have proposed a solution to the casino and am awaiting a response.

Posted on December 6, 2014

currently this is been handled by our support and the player. we will inform on the progress of this case.

jpgoldie Canada
Posted on December 10, 2014

Still waiting on a response from Casino Cruise/Every Matrix

Posted on December 13, 2014

this is still been handled and hopefully to be resolved soon

jpgoldie Canada
Posted on December 15, 2014


This has been resolved, Every Matrix has refunded the deposits. The representative from Casino Cruise was very helpful escalating the issue to the relevant persons. Thank You.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy