This is Edvin Chief Operating Officer at Casinofloor.com. 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 Casinofloor.com 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 askgamblers.com 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
> 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: www.gamcare.org.uk [http://www.gamcare.org.uk]. 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: www.gamblersanonymous.org.uk
> * 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: www.gamblingtherapy.org
> 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
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 askgamblers.com 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 www.casinofloor.com 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.