Metaspins Casino - Player's account has been closed and winnings confiscated.

I found this casino on the internet with good reviews and decided to play slots there. I live in Kazakhstan, but my internet provider blocks their domain. I use the IZI internet provider, so I had to use a VPN.  

I registered, made a deposit of 64 USDT, and luckily managed to win a very large amount—9190 USDT. I then requested a withdrawal. After 10 hours, I received an email congratulating me on my huge win of x1800 + x700. The email stated that I had to wait a maximum of 24 hours for the game provider, Pragmatic Play, to confirm my winnings. After that, the funds would be sent for withdrawal.  

This seemed very strange to me, and I immediately suspected something was wrong. After 24 hours, they asked me to go through the KYC procedure, which I completed immediately. However, after verification, I noticed that they kept delaying my withdrawal with vague promises, constantly telling me to "wait, wait..."  

Then, after another day, I received an email stating that I already had multiple accounts on their platform. At that moment, I realized they were looking for an excuse not to pay out my winnings.  

Some time later, I received another email asking me to clarify why I was using a German IP address despite living in Kazakhstan, as well as why I made my deposit from the MEXC exchange and why my device had so many different IPs.  

I gave them a clear explanation: I use a VPN because the Kazakh internet provider IZI blocks their site.  

Before playing, I checked and saw that they were fine with VPN usage. I used the popular MEXC exchange for my deposit, and when sending funds, the exchange's shared hot wallet was used. Their unprofessional support team doesn't seem to understand what a hot wallet is or how withdrawals work. They also don’t realize that when using a VPN, the IP address changes automatically.  

Eventually, my account was blocked and was disabled. My funds were not withdrawn to me.  I've never had any other accounts on this stupid platform. I will attach all screenshots and results.

I do not recommend anyone to play at this casino. They have 100% fake reviews.

Dear Daugelo444,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, could you please clarify the following:

• When using a VPN, did you ever select any countries other than Germany, or was Germany always your choice when playing at this casino?
• Is there any possibility that someone from your household also has an account at this casino, or that you shared a device with someone who could have used it to play?
• What types of games did you play on the platform?
• Could you please forward me the explanation you sent to the casino regarding the association between email addresses, deposit addresses, and IP addresses? You can either send it to my email address at [email protected] or share screenshots here.

I hope we can assist you in resolving this situation as quickly as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi. I used Only country Germany in the VPN. No, no one but me could play in that casino. I've emailed you

Even now I'm using Germany VPN, I only have the site load in German. I've played Cleocatra and Sweet Bonanza 1000 from Pragmatic Play. The biggest win was in Cleocatra.

Thank you for your emails and for providing more details. To help us better assist you, could you please specify which bonus you used?

Additionally, could you confirm that you do not know the individuals associated with the email addresses the casino sent you? This will help us understand the situation better.

Hi. I used the 100% welcome bonus. It was received automatically upon deposit.

I didn't understand your second question.

The casino gave you a list of email addresses associated with your account. Do you know any of the addresses the casino mentioned?

Hello. Casino sent me 3 email addresses, but I don't know any of them. Its not mine.

Thank you very much, Daugelo444, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will hope. thanks.

Hello Daugelo444,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Metaspins Casino to join the conversation.

Dear Metaspins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at [email protected]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to give this case more time to get resolved if possible. We are extending the timer for an additional 5 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

We have forwarded the necessary evidence to the Casino Guru team to back up that our actions were in accordance with our rules.

Thank you for your email and the provided evidence, Metaspins team.

Dear Daugelo444,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in close succession linked with the same IPs, device ID, cookies, etc. All of the accounts took advantage of the same bonuses, the same or very similar bets were placed in the same games, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru