Casino Floor

Casino Floor - Ignored my gambling probelm

£100

Hi, askgamblers. I have self excluded one year in jetbull casino 18/02/2015-18/02/2016. The jetbull casino is belong to Everymatrix LTD. Caisnofloor is belong to the same company, the casino did not block my account and has allowed me to make deposits. They are belong to same company and same register number, i had self exclude in jetbull casino, so they should block my account in casinofloor also. i want to ask my deposits back. Because they ignored my gambling problem. After 18/02/2015, i have made 400 euros deposits.

Casino Floor violating its own self exclusion policy

€400

Due to my compulsive gambling I requested recently to be self excluded from casinocruise.com owned by oddsmatrix , 2 weeks ago I opened an account with casinofloor.com (same company) & deposited £230. I realised what I had done was completly wrong & contacted the casino asking them why I was allowed to open another account. Their response was that as I'm only self excluded for one year they're unable to refund my deposits but have blocked my account, i wasn't given an option as to how long I want to be excluded for, even if I am excluded for 1 year I shouldn't beable to open additional accounts with this company.I feel that the company has a duty to protect customers from playing who are self excluded & I feel in this case they have violated their self exclusion agreement.

Casino Floor - Casino won't refund my deposits

£230

In August 2014, Casino Floor allowed me to open an account when I am already self excluded from a number of brands on the Every Matrix platform which Casino Floor is licensed on. Even some that share the same registration number, such as Guts Casino.

Casino Floor are refusing to refund my deposits. However, I have been doing research and found this on the 'AskGamblers' page from them to a customer,

" The reason for this is due to the fact that we have detected that you have self-excluded yourself from other brands on the Everymatrix platform which Casinofloor is licensed on. For customers who have self-excluded for reasons that fall under our Responsible Gaming policy we are obligated to assist whenever possible. In this case since your self-exclusion from other EM* brands fall under this category, we have terminated your Casinofloor account and refunded your original deposit and confiscated any potential winnings as a result of this policy. We refer to Article 26 of the Gaming Act of 1998"

So if your winning money they will close your account, refuse to pay you and refund your deposits. But if like me, you did not make any winnings but you opened an account and deposited, they will not refund you?

Doesn't make sense to me, very dodgy. How can they have one rule for some people and a different rule for others?

Casino Floor confiscated my winnings

Hi.

I won £20000 and now casino floor are refusing to allow me to withdraw it. They have close the account as I apparently have a self excluded account with another company which there is nothing in the terms and conditions to restrict me from doing this. Casino floors view is our decision is final. They have taken my deposits allowed me to gamble fair and square and now say I can't have my winnings. Bet they wouldn't have minded if I lost all my money! What can I do to get this money I rightfully won back

Resolved

Complaint Statistics

Resolved 1

Avg. Amount $ 177

Avg. Complaint Duration 7 days

Avg. Response Time 6 days

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Player rating

7.4/10 ● 32 reviews

Top reviews from our players

caitlynstewart

9/10

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JK121212

8/10

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Def check out Casino Floor

blondie

8/10

Casino Floor is a Netent and few other softwares powered casino with a very good rank on askgamblers, which is very important for me. Last week I was going through list of askgamblers casinos and saw Casino Floor and was confused, why I still haven't signed up there. I saw that they have a standard 100% match up welcome bonus but it wasn't eligible for players from my country, so after I visited their page, the first thing I did was contacted their live support. I didn't have to wait at all to be connected to a nice chat lady, after a minute she gave me good news, saying I could play there.

I was in a mood to play Dead or Alive, so I made a little bigger deposit than usually, 60€ from my bank account, and within few minutes my account was credited. Before visiting the outlaws, I went to Jack and The Beanstalk, which is one of my current Netent favorites. I placed the minimum bets of 0.20€ and played 100 autoplay spins. I had absolutely no luck and when the autoplay ended, I had around 43€ in my balance. With that I went to DOA. I played only with the minimum bets of 0.09€. I played it for a couple of hours, but the upsetting thing was that my balance never reached above my deposit amount. I had ups and downs, but they were only within few euros. I did get lots of free spins, almost 1 time within 50 spins, but they never gave me 100x bet, never. Only 20x, 30x, few 50x and that's it. Then I went for a little break for about an hour, and when I came back the game was dead, I couldn't get any decent wins or free spins so eventually my balance reached 0.

I had a really exciting and also upsetting time at Casino Floor, but it was only because of my lack of luck. Other than that, everything was good. The support was easy to contact, fast and nice, the game selection was very pleasing too and flash play worked fast. I do recommend to play there.

LuckParker

9/10

I have been playing with CasinoFloor.com, since the time my friend recommended it to me in a party. I have found this online casino totally satisfying and safe for every online player. Highly Recommended!

ameliajessica

9/10

The reason why I chose CasinoFloor.com over a real casino as it provides an outstanding online gambling experience. Gambling online is not only a lot easier and less time consuming but, it also enhances your odds of winning as compared to virtual casinos.

DaleHaider

10/10

I had never imagined that one day the thought of playing casino games from the comfort of your home could ever be possible for me. The closest casino from my place is miles away. I thank CasinoFloor.com for making it convenient for me.

Ahmo6

6/10

Casino Floor is a casino that is powered by awesome software like NetEnt, Betsoft, Play'n GO and NextGen Gaming.
This is a good casino with good ranking plus a lot of good feedback that I saw. So I loaded the page which was amazing and then I immediately went to make my sign up. After that I was sent a link to my mail that went I clicked should have confirmed me, but after couple of minutes of clicking it and some error appearing I was finally verified.
So I wanted to log in but it said that I miss matched my id or pw which was definitely not the case , after three attempts I had to wait 15 minutes which was a bummer and then I could finally log on. They definitely need to fix this registration problem as soon as possible.
So after my log in I checked out their promotions which were nice and there was quite a few of them but i wasn't kinda interested in them it was more for informational purposes for the future if I decide to play here again.

So after my deposit I went straight to slots to finally play. Without much hesitation I chose to play Jack and the beanstalk since I have been wanting to play this game for a long time now. But after so much struggle to get here I only played this game for about 45 minutes since I had absolutely no luck in it and I lost my balance really quickly.
At that point I kinda wished that I just stopped trying to log in after all those errors and try another casino but it was too late. Overall the design of this casino is good they have a lot of games which is always nice, but otherwise they have a lot of things to fix, also I thought contacting their support about this but after all that I wasn't in the mood for it. 6/10

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