Complaint #7 Casino Floor

Withholding winnings due to self exclusion, refusing to refund deposit

By bigworv

10 years ago

Message on forum

Hi, I recently made a deposit of £100 to casino floor and won £300 which I withdrew. They have now contacted me saying I have self excluded myself from the matrix platform therefore they are keeping my deposit and winnings. This is unfair. If this is the case i should not have been allowed to open an account. If they are willing to take my money they should pay out the winnings. I also deposited to another one of there sites the same night. This was also accepted. This is completely unfair and unethical. Basically they have just taken my money!!!

I have emailed them to try and get my withdraw paid but no response so far.

Thanks

Disputed Casino Casino Floor

Reason Refund declined

Amount £100

Discussion

AskGamblers

• Support Team

10 years ago

Dear @bigworv,
Any update regarding your complaint? Thank you.

Casino Floor Complaint Stats

Resolved 1 / 5

Avg. Amount $177

Avg. Complaint Duration 7 days

Avg. Response Time 6 days

Casino Floor Complaints

See all complaints for this casino

Ignored my gambling probelm

Hi, askgamblers. I have self excluded one year in jetbull casino 18/02/2015-18/02/2016. The jetbull casino is belong to Everymatrix LTD. Caisnofloor is belong to the same company, the casino did not block my account and has allowed me to make deposits. They are belong to same company and same register number, i had self exclude in jetbull casino, so they should block my account in casinofloor also. i want to ask my deposits back. Because they ignored my gambling problem. After 18/02/2015, i have made 400 euros deposits.

Unresolved

€400

Casino Floor violating its own self exclusion policy

Due to my compulsive gambling I requested recently to be self excluded from casinocruise.com owned by oddsmatrix , 2 weeks ago I opened an account with casinofloor.com (same company) & deposited £230. I realised what I had done was completly wrong & contacted the casino asking them why I was allowed to open another account. Their response was that as I'm only self excluded for one year they're unable to refund my deposits but have blocked my account, i wasn't given an option as to how long I want to be excluded for, even if I am excluded for 1 year I shouldn't beable to open additional accounts with this company.I feel that the company has a duty to protect customers from playing who are self excluded & I feel in this case they have violated their self exclusion agreement.

Unresolved

£230

Casino won't refund my deposits

In August 2014, Casino Floor allowed me to open an account when I am already self excluded from a number of brands on the Every Matrix platform which Casino Floor is licensed on. Even some that share the same registration number, such as Guts Casino.

Casino Floor are refusing to refund my deposits. However, I have been doing research and found this on the 'AskGamblers' page from them to a customer,

" 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"

So if your winning money they will close your account, refuse to pay you and refund your deposits. But if like me, you did not make any winnings but you opened an account and deposited, they will not refund you?

Doesn't make sense to me, very dodgy. How can they have one rule for some people and a different rule for others?

Unresolved

Casino Floor confiscated my winnings

Hi.

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

Resolved