Casino Cruise - Not honoring on responsible gaming policy

Dear Ask gamblers,

I am looking for some assistance. Firstly let me explain that I have a gambling problem that I am trying to seek help for however every so often fall off the wagon so to speak.

I joined a site called casino cruise a number of weeks ago. I deposited approx £1250 in just over a week. During that short time i had nothing but problems with games freezing and bonus rounds on slots just cutting out. Due to these problems I contacted support to make a complaint.

A day or so later I requested an update during which time I was told that the casino support had been informed by everymatrix that I had self excluded from other everymatrix sites due to my problems and that they would be closing my account.

After a little bit of work I discovered that casinocruise was operated by everymatrix and that they were fully aware of my gambling problems from the start. I used the exact same email address and nominal details so i should never have been allowed to register. Despite this I was allowed and it wasn't until I lost £1250 worth of deposits and made a complaint that my account was closed.

I asked for my deposits to be refunded as they had failed to act responsibly as a gaming provider, everymatrix and therefore casino cruise were well aware of my problem and there terms and conditions even state that if I had won and requested a withdrawal I would not have been paid as I self excluded from another site owned and operated by everymatrix due to my gambling addiction.

This is a casino operator taking advantage of a player with a problem that they were fully aware of.

All I request is a refund if my deposits made as I would not have been allowed any winnings should in have made such a withdrawal.

Very unprofessional company.