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

Hello Casinoguru.

I deposited 245 dollars and took the welcome bonus for 100%. I completed the wagering and managed to get around 7 400 dollars.

They asked me to verify my ID within 24 hours or I would be risking account closure. So of course I did this as they asked me to within 24 hours. While I was doing this through sumsub I couldn't verify my proof of address because it said it didn't include my full name. Then I emailed metaspins and sent my bank statement, tax report and payslip.

After I was verified they asked me to explain my relation or something to 3 different gmails. I explained to them in an email that I haven't seen them before. They then closed my account and confiscated my winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please clarify whether the casino informed you that your account was linked to other player accounts?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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,

Attila

Hello, thanks for getting back to me

1. Slots, only slots.
2. Idk if you would call it informed, they at least informed me that they belived there was an link somehow by email yes.
3. No thats not possible.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear [Redacted],

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. I sent you an email the 13th of june with a pdf of my emails with the casino. Did you not recieve it?

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear florianbong,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Metaspins Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Metaspins Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.