Metaspins Casino - Player's account has been closed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Metaspins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you followed up with the casino regarding their suggestion for self-exclusion?
• Is your player's account currently blocked?
• When have you made the deposits subject of this complaint?
• When was the last time you were in contact with the casino regarding the issue?
• Have you asked the casino for a refund already? What response have you received?
• Could you please share with me your more recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas thank you for the quick response

Have you followed up with the casino regarding their suggestion for self-exclusion?

yes I did many times in the past and it took them a long long time to actually self exclude me( there was many alarming comments and concerning comments I made which they acknowledged and sent me an email but never blocked me until much much

later evidence -

I made alarming comments and a moderator saw what I was saying in the live chat and did nothing but send a email

Is your player's account currently blocked? Yes

When have you made the deposits subject of this complaint? After the date of the email regarding above (screenshot one)

When was the last time you were in contact with the casino regarding the issue?

Today- Evidence >

Have you asked the casino for a refund already? What response have you received? The response was the same above, they said they would speak to Casino Guru

Could you please share with me your more recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks for your patience.

The casino representative contacted us outside of this thread and provided their version of events.

Please note that we believe you need to disclose your gambling-related issues to the casino to be protected. According to the casino's description of events, your previous account closure requests were not related to responsible gambling. In December 2023 you disclosed your gambling issues to the casino, which led to your account being permanently closed.

If there is any evidence to contradict the casino's assertions, please share it with me; otherwise, we'll conclude the casino proceeded properly and according to expectation. So far, we can't conclude that the casino ought to protect you based on their acknowledgement of your comments online.

Looking forward to your reply.

the 5th of June 2023

I joined the public chat and made a lot of alarming comments about my well-being and explaining about how gambling destroyed my life, I received a email from a moderator watching the chat explaining this, no justification made

Thanks for your reply.

Sadly, the casino's showing concern doesn't necessarily mean they should have protected you from further gambling. Without further evidence of you informing the casino of your gambling issues, we are powerless in confronting them.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.