Codeta— player complaints: 10 in English

Hi ThePOGG, A little background to my complaint to EveryMatrix. In 2014, I registered myself at a casino named Guts.com, in which I made a few deposits, I lost the money and I had a chat with them letting them know I have problems with controlling my gambling hence requesting self exclusion due to this fact. That wasn't any problem at all and they confirmed my closure which I got mail of, dated 2015-03-05. In 2018, I got a relapse. I registered myself at a site named Codeta.com (licensed by EveryMatrix) and lost a net of 540 216 SEK during May-August before I stopped gambling on their site. In April 2020, I navigated to Codeta.com in order to retrieve my data according to the GDPR regulation. As I was informed already back in 2018 by EveryMatrix, Codeta would close and my account would migrate to Jetbull.com. So, Codeta.com redirects nowadays to Jetbull. I wrote a request to the live chat to retrieve my personal data according to GDPR, which I later got. This has been forwarded to The POGG by mail. In the Excel file, I got a bit surprised when I saw my account at Guts.com. It was shown with BlockedReason having the value "UserRequest". I asked JetBull team how they were able to retrieve data from Guts.com, and they, after checking with EveryMatrix, answered that the sites "were white-label clients that operated under the Everymatrix license. Thus EveryMatrix was the data controller and held the data about players. All the data processed on our platform and by our partners was directly provided by players upon registration, or recorded by us during players' activity on our platform." "B2C licensees shall make readily available to players, at all times, a procedure whereby a player may exclude himself from playing for a definite or indefinite period of time. Throughout this period, B2C licensees shall have procedures designed to ensure that a player who has opted for a definite or indefinite self-exclusion period cannot gain access to gaming services." And also Point 11 (4) (b) "Provided further that, in the event that a player has been excluded by the B2C licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee." Even if the rules from 2018 weren't valid then, there are still older regulations to refer to, for example Remote Gaming Regulations 438.04 43 (5): "A licensee shall not accept a wager from a player contrary to a limit or exclusion set by the player under this regulation" With this said, of course I have my own responsibility to myself to really stop gambling in which I failed, but clearly EM didn't follow the rules and let me wager on Codeta.com very much aware of my gambling issues. Another aspect of this is that Codeta.com also had a VIP-manager assigned to me who was very aggressive, texting me back and forth with new offers during times I specifically wrote I was worried because I just lost 500 000 SEK. His direct answer was "But you will be able to turn that around in one night with some luck? :p". Part of that SMS-conversation mailed to The POGG as well. Also, right before that VIP-manager was assigned to me, I asked for a bonus in their live chat. I said that I've just lost a big amount of money and hence requested a bonus. The reply I got: "I was just in contact with my closest team and they suggested that we send your inquiry to the highest responsible team as we see your deposits and we appreciate them very much. It can take some time but our best team will have a check, is that ok with you?" (also attached). With this said, as the license owner EM shouldn't have let me open an account with Codeta.com nor accept any wager since I already let them know about my gambling issues. Also, they were way too aggressive as well. In the end, I would like to think that this is all a mistake from the beginning, since my account closure at Guts.com got the wrong "BlockedReason" in the Excel sheet. Instead of "UserRequest", I believe it should have been marked with something that relates to gambling issues really. I'm expecting a full refund of the net deposits to Codeta.com. This complaint has also been raised directly to EM but haven't got any answer yet (sent it two days ago so that's totally understandable). Thanks in advance

I self excluded with Codeta in 2015 because of gambling problems. I opened an account with playcosmo and deposited £560 before my account was closed. I did not realise the two companies belonged to the same license. Every Matrix. I was told be email I should have contacted Every matrix to self exclude from Codeta. No other site works this way they make it difficult to self exclude. On 11th Jan i received an email saying I ciyld have self excluded directly from my profile which I did. I should not have been able to open an account with playcosmo, I deposited £560 before my account was closed. I would like thjs money returned to me

Codeta casino made me an offer of 10% cashback on my weekly losses - paid in cash directly into my casino account. During November and December of 2018 I had several losing weeks but received no cashback. I continued playing in good faith until the end of the year. I have contacted them many times about the outstanding cashback but they have not responded to any recent e-mails. I would not have made these deposits had they not offered me cashback.

Hi, first i want to say my english IS not perfect. I got big problem with Codeta casino. I won 3000€ and i withraw first 700 and then tried to get lasts 2300€ and i have Been waited now one week and Codeta IS not answering to me from email or livechat. Im really Happy If you can help me get My money Back :(

Hello im new to the site and was looking for some help. I requested self exclusion from Codeta casino, i requested via email, live chat and facebook page. I however heard no response. I then went on to deposit more funds as a result of my account remaining open. I submitted a complaint via ASKGAMBLERS which had no response. I then submitted a complaint via Resolver, i finally recived a reply which stated my account was closed and i would be contacted in due course regarding deposit refund. I have however heard absolutely nothing despite several emails i have sent which have been ignored. This casino doesnt seen to follow the rules in line with the gambling commission guidance. I would like to request that all my deposits are refunded due to complete failure to protect vulnerable customers.

I deposited £200, and received a £100 bonus. I placed a £200 bet on roulette and won as you can see on the screenshot. However I did not receive the bet winnings and my account balance is now £0.

Hello! I sent an email to [email protected] and told them to close all My accounts because i have gambling problems. Then after that i manage to open accounts anyway on their sites and some sites wasnt even closed. All My accounts have been verified by the casinos with My passport and i have used the same emailadress and device. I Will send you some evidence to. Can you help me?

I played at 200 different casinos. I’ve never experience this. The slot games don’t work on iPhone and some don’t on Android. The whole site is unstable and service was acting like I was the only one having problems. I’ve contacted support with a video and the relief they where experiencing issues with iphone but Android did not work too. I’ve asked for refund but no awnser. Plus lots of game where saying they where not available for Canada which is false. I spent 4 hours trying to solve the issue myself and lost my last 32$. I was furious

Hi ThePogg I believe this to be a straight forward (if there is such a thing) case of a casino not honouring a self exclusion request. I will post below my email to EveryMatrix detailing my issues. Hello My name is [EDIT], and I am a problem gambler. As such, I have requested self exclusion from several casino websites over the last 18 months. Two of these casino's were: Casiona Cruise & PlayFrank As both of these casino's are operations the umbrella of the 'everymatrix' umbrella, I believe upon excluding from one, it is a legal requirement to exclude me from them all? I have not been. As this was not the case, tonight I have registered with, and deposited around £250 pounds to, the online casino 'Codetta' (also operating under the everymatrix umbrella) and also deposited £20 to Boylesports, again an everymatrix associate. I believe I am due a refund for any deposits made tonight, as I should have been barred in the first place. When in a recent, similar situation with another online casino chain this was the case. Please refund me and block me from all Everymatrix sites. [EDIT] In their response, Codetta (the casino in question here) told me that in order to self exclude for the whole EveryMatrix platform, I had to contact a special email address, as self exclusion requests made on individual sites did not automatically carry over. I don’t believe this is correctly following their social responsibility rules? Dancul30skye

Hi. Please help me I got stucked here. I played on Codeta a couple of year and they always was good to me. I receive my withdrawals within 24 hours always. But something happens in the past 180 days. My 2 last withdrawals was very delayed. They are not good to customers anymore. I wait for a withdrawal now for over 5 days and they promise me and promise me. I got around 5 emails with promises. like this. PLEASE MGA CAN YOU HELP ME. The don't listen to me and refuse to pay me 5000 SEK :( [EDIT] My alias there is [EDIT] and the email is [EDIT] Hello [EDIT], The withdrawal process can take time some time. Depending on the workload on our department in charge. Sometimes, unfortunate it can take longer than 24 hours. Your withdrawal has been processed from our end now and your withdrawal should be on your bank account as soon as possible.' Regards [EDIT] Senior Advisor Another Chat with them. Select language: Swedish Name: [EDIT] E-mail: [EDIT] Jasminka Tue, 03/13/18 11:36:40 am Europe/Stockholm Hi [EDIT], welcome to Codeta support! [EDIT] 11:37:45 am Hi again. Can you tell me whats going on here? Im waited 4 days now for my withdrawal. Something is strange. [EDIT] 11:38:05 am Can you please confirm your date of birth and home address so that I can have a look at your account? [EDIT] 11:38:24 am [EDIT] [EDIT] 11:38:31 am Thank you Allow me a few moments to check this for you, please [EDIT] 11:39:18 am Im starting to get real real angry now. I never waited more than maximum 24 hours from you. And now its 4 days?????? [EDIT] 11:39:53 am I understand this is being too long for you. I apologize for the waiting time. [EDIT] 11:40:10 am Yes but WHY? Something is very wrong right now [EDIT] 11:40:52 am This is why I am checking this now for you. I will kindly ask you for a bit more patience as I am waiting for an update for your payout. I apologize once again for your waiting time. [EDIT] 11:41:17 am should I wait here ? [EDIT] 11:41:36 am Yes, please, hopefully I will receive an update shortly. [EDIT] 11:41:42 am ok [EDIT] 11:42:49 am I would also like to thank you for your patience and your cooperation in this process. [EDIT] 11:45:31 am il try to. Its real strange I never hade problems before here. but my 2 last withdrawals was very delayed this one and my other one before that [EDIT] 11:46:27 am I am sorry you feel this way about this issue, but rest assured your payout will be processed for you. As we speak,we are checking this with our relevant team for your withdrawal to be processed for you. [EDIT] 11:47:04 am il wait [EDIT] 11:47:34 am Thank you for your patience [EDIT], I am sorry to keep you waiting here, but we still have not received the update,however we have informed our relevant team to push trough your payout. Is it possible if we get back to you via email? 11:58:07 am [EDIT] 12:00:12 pm Yes send me an email and ask them also what the problem are. Soon I lost al faith and trust on Codeta. The must give me a reason why they didn't process it. and I want it today. I also want it processed today. ASAP [EDIT] 12:01:27 pm Thank you for your cooperation.We will get back to you via email with an update