I opened an account yesterday not realising I had self excluded from another sister site of casino cruise. When I realised I contacted casinocruise and explained my situation expecting a refund of my deposits and my account to be closed. I received a very hostile email back saying I wouldn't be getting refunded (although they could see I'd self excluded from a sisiter site) and they didn't even close my account with cruisecasino, how poor!!!
I've also noted via askgamblers the following complaint that was resolved and have mentioned this but was basically told you've had your answer and that's that. I also asked for the full complaints procedure and was told you've contacted support and that it!!!
After I was done and considering contacting Maltese LMA 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 self excluded
I registered with my personal information the same as the other site and used the exact same deposit card 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.