Beschwerde #7 Viks Spielothek

Viks Casino - Unfairly confiscated withdrawal

Von Carl B.

vor 9 Jahren

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.

kind regards

carl

this is the email chat...

From: EveryMatrix Selfexclusion Team

Subject: Re: Self exclude - azzurri26

Date: 5 March 2017 at 07:39:20 GMT

To:******************@hotmail.com

Reply-To: EveryMatrix Selfexclusion Team

Dear ,

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.

Yours Sincerely,

EveryMatrix Self-exclusion Team

On Sun, 5 Mar at 7:37 AM , EveryMatrix Selfexclusion Team wrote:

Dear,

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.

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AskGamblers

• Support Team

vor 9 Jahren

AskGamblers Complaint Team considers that Viks casino acted accordingly to their responsible gambling policy.

For additional information about how we treat self-exclusion such as potential closure of other accounts on sites managed and operated by the license holder, please visit the Terms and Conditions. During the period of self-exclusion, it will in most instances NOT be possible to reopen the account and any request to do so will automatically be rejected.

We also want to remind a player that he is obliged to follow all casino terms and conditions. Please check all casinos operating under the same licence number - https://secure.gamblingcommission.gov.uk/PublicRegister/Search/Detail/39383

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Viks Casino.

azzurri26

• Vereinigtes Königreich • 1 Bewertungen

vor 9 Jahren

Good evening

I have finally received a response from EveryMatrix.

Firstly, I have to be fair and honest and say that Viks have been extremely co operative in the whole process and have kept me updated. In appears that it is their parent company EveryMatrix who are the ones that have been pulling the strings behind the scenes.

I have been informed by them that the winnings have been confiscated because I had already been self excluded from wildslots.com which is another one of their casinos. This was on February 14. I never knew that PlayFrank and Viks were part of their group. I managed to open an account on PlayFrank (and managed to make deposits and withdrawals in total giving me total withdrawals in excess of the deposits(about £400)) because apparently their system did not pick up the fact that I was self excluded when it ran through their checks. It took them until March 5 to realise this once i requested a withdrawal from Viks.

I have explained and admitted to them that it was my fault that I did not read through all the terms and conditions (but at the end of the day is there anyone who reads through all the terms and conditions?!). I always took it for granted that once you were self excluded and if you tried to open an account with the correct details (i.e. no fake account) that it would flag up. However, their system did not and the account at PlayFrank and Viks were created. Their answer was simple, no winnings will be paid out. Whilst I was honest and sensible and admitted that I should have possibly read all the terms and conditions, I did say that I would not have a list of all casinos and their parent and sister companies saved on my desktop or on a piece of paper that i would refer to. I did go on to say that it is only fair that they are partly to blame also (i.e shared blame) and I invited them to possibly make a goodwill gesture to at least offer me a partial amount of my winnings. They declined this as they said that I should not have attempted to open one if i was already self excluded and that decision would stand.

So that is the final decision. Unless AskGamblers would like to suggest anything further or comment, there is no more news from my end, and there is nothing else that I ask.

Thank you once again to Viks for their friendly service and co operation with updates :)

Kind regards

Carl

Viks Spielothek

• Representative

vor 9 Jahren

Hello Carl,

I have an update for you.

You will have according to Every Matrix an answer the latest tomorrow evening. That's the final deadline.

That's at least something. So you know what is going on.

Thanks again for your fast replies and I really hope this will mark the end of your waiting.

Sincerely VIKS

azzurri26

• Vereinigtes Königreich • 1 Bewertungen

vor 9 Jahren

Good morning

Unfortunately not. Still no reply. Still no update. Still no money. Still waiting. And it has been over 2 weeks now since I have heard anything.

Looking forward to some news

Kind regards

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