EveryMatrix B2C products frozen as UKGC initiates licence review
Regulator says licence suspension was initiated after reviewing the provider’s customer interaction framework
The UK Gambling Commission has frozen EveryMatrix B2C products and instigated a review of the company’s operating licence over concerns about its customer interaction framework.
The Commission announced the licence suspension Thursday afternoon, with EveryMatrix white-label partners told earlier only hours before that their products would be frozen.
EveryMatrix has five white-label partners listed on its UKGC licence, but its B2B services are still live.
The Gambling Commission did not give specifics on the reasons for the suspension, other than to say it “followed compliance activity which included examining its customer interaction framework”.
The review was initiated under section s116 of the Gambling Act, the same clause under which the UKGC it is currently reviewing FSB’s licence.
“We have instructed the operator that they may settle ante-post bets which have been placed prior to the suspension coming into force and facilitate customers’ accessing their accounts to withdraw funds,” the regulator said.
In an email to white label partners, EveryMatrix also declined to give specifics on alleged transgressions, but noted: “EveryMatrix will take over the first line support communication with the players, while you will be handling second line support and of course you will be informed about all ongoing conversations.
EveryMatrix said in a statement released Friday morning its B2C licences were suspended until “the company can demonstrate to UKGC it has taken steps to be fully compliant with its social responsibility obligations”.
The firm said it was taking the UKGC’s concerns “extremely seriously” and had already taken “swift and effective actions”.
“EveryMatrix has fully cooperated with the UKGC throughout the license review and has communicated all the steps and actions it has taken to meet its social responsibility obligations,” the statement said. “EveryMatrix is hopeful that the suspension will be lifted shortly.”
The provider noted the suspension was based on a general evaluation of EveryMatrix procedures rather than specific cases of player complaints.