on friday night (3/3/17) i set up an account at viks.com. i deposited 700.00 gbp into my account in total. at the same time i had an account at playfrank which I came to discover a few days later that it is also run by everymatrix. i sent in a request to self - exclude from play frank but still had my account open at viks.com as i was waiting for my withdrawal to come to me which was for 1700.19 gbp.
on sunday morning (5/3/17) I got an email from everymatrix to say that my account with playfrank was now self excluded and the self exclusion period had now started. i got an email 2 minutes later to inform me that they rolled back my withdrawal request on my viks.com account and put 700.19 gbp back into my account so i could withdraw it. it did say that 1000.00 gbp withdrawal was a success but i have since been told by viks.com that they have confiscated this as i was self excluded. this is wrong as my self exclusion started on 5/3/2017 and in this case my winnings have unlawfully been confiscated.
whilst i am not a person who wants confrontation and an argument, I do expect to receive my winnings which i am rightfully entitled to. i was not self excluded at the time i made the deposits and made the withdrawals.
i have attached a copy of the screenshot which I took on the sunday showing the pending and so called successful withdrawals. what they have done is unlawful as the facts show that my self exclusion was active from 5/3/2017, 30 hours after my withdrawal request.
i am attaching a copy of the screenshot and emails to show the situation with regards to my withdrawals.
i look forward to your response.
this is the email chat...
From: EveryMatrix Selfexclusion Team
Subject: Re: Self exclude - azzurri26
Date: 5 March 2017 at 07:39:20 GMT
Reply-To: EveryMatrix Selfexclusion Team
We have added a special role to your account which will allow you to login and withdraw your deposit back from VIKS.COM . Please let us know once the withdrawal is set up so that we can process it immediately.
We recommend you always check the T&C for the license holder's name before registering on any new websites.
EveryMatrix Self-exclusion Team
On Sun, 5 Mar at 7:37 AM , EveryMatrix Selfexclusion Team wrote:
Your request to self-exclude has been acknowledged and now activated until 05/03/2022.
For your own protection, kindly note that during the period of self-exclusion it will not be possible to activate your account. Also, it will not be possible for you to open any other accounts and gamble with any sites managed and operated by EveryMatrix. Should you manage to register an account with one of our partners we will exclude any such account/s and potentially retain your winnings and return the deposits on any such account.
Kindly visit Terms and Conditions for more information about how we treat self-exclusions.
If you feel you might have a gambling problem, we advise you to consider seeking help from a professional organisation. Please visit our Responsible Gaming pages for more information on this subject.