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Casino Floor - Casino won't refund my deposits

UNRESOLVED
Complaint Info
Disputed casino Casino Floor
Reason Double charge/Refund
Inactive user
Posted on September 8, 2014

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?

AskGamblers
Posted on September 11, 2014

Dear @angie90,
Any update considering your complaint?

Inactive user
Posted on September 11, 2014

Nothing yet! :-/

Inactive user
Posted on September 11, 2014

They have emailed stating "We will not do any refunds as your account on the other domain has been set under set exclusion for one year on 24/04/2013, which eventually expried on 24/04/2014". This may be the case for ONE DOMAIN, but I have opened many other OddsMatrix websites since then, even ones with the same registration number as them.

Angela

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