Flamantis Casino - Unfair Self exclusion Flamantis Casino/Everymatrix

Debsunat13 United Kingdom
posted on May 31, 2016.

Hi i registered with this casino a few days ago. I deposited approximately £500. I received an email from Everymatrix on 30th May, saying as I was already self excluded from Casinoluck.com which is one of their Casinos, this exclusion will end on13/08/2019 and that I had ATTEMPTED to register an account with Flamantis Casino we are obliged to exclude your newly registered account. Please see attached. I received this email AFTER I had been accepted by Flamantis Casino and allowed to deposit and play. I feel this has been very wrong and tactical. I am asking for
Your help to please have them
Refund the deposits I have made. I also want to make others aware of Everymatrix procedure on how they decide when to intervene with self exclusion and alerting their customers, once they have been able to register, play and lose. I have sent an email
To Flamantis Casino and Everymatrix am at the moment awaiting a response. I would like Ask Gambkers to help me please.

posted on June 4, 2016.

Hi Depsunat13,

Thank you for your comment!

Please note that self-exclusion applies among all UKGC registered casinos. Unfortunately this doesn’t always happen automatically.

As for any available deposits – we always credit them back to the self-excluded players!However after we checked your account, we found out that all of the deposits were already used by you, and your current balance is 0. You are not entitled to a refund of deposits, which you already spent.

Best regards,
Mario Flamantis

Debsunat13 United Kingdom
posted on June 4, 2016.

I am asking for ask gamblers to please help me with this. I was allowed to deposit the money, this is obviously the process needed to be able to play on the chosen game/roulette etc, that's what the deposit is made for. I made several deposits... Totalled just over £500... My original complaint made it clear I had deposited, played and lost. Only AFTER this did I then, receive the email from Everymatrix, informing me of the active self exclusion from a 'sister site' Casino Luck, as previously explained. I have researched many other cases, here on ask gamblers, people who are in or have been in the same situation, deposited, played and zero account left. But, Everymatrix Casinos have refunded the deposits made by the customer. I do not agree with your decision. I would like ask gamblers to please intervene or make a decision. Also, Flamantis, my username is actually Debsunat13.

posted on June 7, 2016.

AskGamblers Complaint Team considers that Flamantis casino acted accordingly UKGC self-exclusion policy. Upon UKGC guidelines: http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/FA­Qs/­Pro­ble­m-g­amb­lin­g/C­an-­I-g­et-­my-­mon­ey-­bac­k.aspx

"We are not able to help you to get back any money lost during a breach of a self-exclusion agreement.
The success of self-exclusion relies to a very large degree on the extent to which a problem gambler is committed to managing his or her behaviour. There would be a perverse incentive to gamble if those successfully breaching a self-exclusion agreement could expect to be refunded stakes they have lost.
This principle of the primary responsibility lying with the gambler, and not the operator, has been tested in successive court cases."

We consider this complaint Resolved and we recommend to the player seek further assistance from UKGC directly as they are the ones who can help officially on this matter.