Ag Awards

Casino Floor confiscated my winnings

Complaint Info
Disputed casino Casino Floor
Reason Other
Inactive user
Posted on May 16, 2014


I won £20000 and now casino floor are refusing to allow me to withdraw it. They have close the account as I apparently have a self excluded account with another company which there is nothing in the terms and conditions to restrict me from doing this. Casino floors view is our decision is final. They have taken my deposits allowed me to gamble fair and square and now say I can't have my winnings. Bet they wouldn't have minded if I lost all my money! What can I do to get this money I rightfully won back

Posted on April 14, 2014


This is Edvin Chief Operating Officer at This case has been brought to my attention over the weekend after you have had multiple email exchanges with our front line support who have been communicating with OddsMatrix legal department over several days.

Firstly let me reassure you that a regulated casino and is proud to be a fair online casino, with multiple recorded large wins which we proudly present in our Big winners section and on special cases as a feature on our homepage banners.

I have reviewed all your correspondence with our support team and I find your comments here on a bit unfair as you do not present the detail facts of your case.

As outlined in our initial email, attached here:

>Dear < name removed > ,


> This is to inform you that after a mandatory security check (KYC) - we

> have permanently closed your account with Casinofloor.


> The reason for this is due to the fact that we have detected that you

> have self-excluded yourself from other brands on the Everymatrix

> platform which Casinofloor is licensed on. For customers who have

> self-excluded for reasons that fall under our Responsible Gaming

> policy we are obligated to assist whenever possible. In this case

> since your self-exclusion from other EM* brands fall under this

> category, we have terminated your Casinofloor account and refunded

> your original deposit and confiscated any potential winnings as a

> result of this policy. We refer to Article 26 of the Gaming Act of

> 1998.


> In the future, we recommend that due to the fact that you are

> self-excluded from several brands on our platform, that you also cease

> opening accounts from other casinos on either our license or other

> licensed brands. Should you feel the need for further assistance on

> this matter, you are of course welcome to contact our support

> directly, but we can also recommend the following organisations that

> can assist you directly:


> * GamCare, the leading authority providing counselling, advice and

> practical help in addressing the social impact of gambling in the UK,

> can be visited at: [http:­//w­ww.g­am­car­e.o­]. Its

> confidential helpline is: 0845 6000 133. Non-UK residents can contact

> GamCare for details of International support organisations.


> * Gamblers Anonymous is a fellowship of men and women who have joined

> together to do something about their own gambling problem and help

> other compulsive gamblers do the same. There are regional fellowships

> around the world. The Gamblers Anonymous international service site is

> at:­mbl­ers­ano­nym­

> [http:­//w­ww.g­am­ble­rsa­non­ymo­us.o­].


> * Gambling Therapy provides support and counselling for anyone

> adversely affected by gambling. Members of the Gambling Therapy Team

> operates from locations both within the UK and internationally. Its

> site can be accessed at:­mbl­ing­the­rap­

> [http:­//w­ww.g­am­bli­ngt­her­]


> We also remind you that per our terms and conditions, Casinofloor's

> decision in this matter is final. We wish you all the best for the

> future.

We have then followed up with multiple other emails where you ask to see proof of the accounts which you have been excluded from which run on the same license, which we have provided to you. I think this might be classed as sensitive information to share here. However if you wish to disclose this with the public so that everyone may see that we have actually provided evidence of your activity then please do so.

Based on your comment I feel you are in breach with all writing guidelines where they stipulate:

1) Be more descriptive

2) Don't blame anybody without evidence

3) Always attach a screenshot as a documented proof

To take matters further I have the final letter from the OddsMatrix legal department saying the following:


The website is managed and operated by OddsMatrix Ltd (C44411), with registered address at Suite 4, Num. 62/63, Morina Court, Borg Olivier Street, St. Julians, STJ 1081, Malta.

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. You will not be able to login to your account for the duration of the self-exclusion period chosen by yourself, and any funds will be confiscated.

Kindly contact [email protected] should you have any additional queries.




Inactive user
Posted on April 14, 2014

Thanks for your reply. I am still not in agreement. I won fairly the money and there is no reference to oddsmatrix being your solution provider which means you can't use if you apparently have closed other accounts. I would like to know where in the t&cs does it give you a warning about other linked companies. I am not convinced I have self excluded from the list you gave me but my issue is you allowed me to play and am now saying your decision is final even though the money I won fair and square

Posted on April 15, 2014

< name removed >,

Please follow OddsMatrix instruction in contacting them directly regarding your case.

We have provided all relevant information you need per email exchange.



We would not have taken any action with out the legal side approving this. That is why I refer you to speak to the license holders direct.

Kind regards,


Inactive user
Posted on April 15, 2014

Ed thank you for taking the time to respond. Whilst I do not agree with your response or the sharing of personal data across companies who use the same software not sure I saw your data protection and sharing of personal details within your t&cs bug I may be mistaken. I will close this complaint here and refer it to the LGA to resolve as odds matrix confirm they are your software solutions provider but not why they allow sharing of personal data across companies.

Many thanks for your time on here

Posted on April 17, 2014

 Dear Ladyy123,

Please inform us, is this issue resolved? Can we close this complaint?

Inactive user
Posted on January 20, 2016

The complaint is closed the casino refunded my deposits which I accepted

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