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.

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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.

Hello everyone,

I wanted to provide a brief update.

As I have not yet received a response from the casino, I have made an additional attempt to contact them outside of the complaint thread in the hope of obtaining their position on this case.

I will allow the casino one more week to respond. Hopefully, they will join the discussion and provide the clarification needed regarding the account closure and confiscation of winnings. If they remain unresponsive, I will proceed in accordance with our complaint resolution process.

Thank you both for your patience and cooperation.

Hello everyone,

Dear florianbong,

I wanted to provide you with a brief update regarding your complaint.

I have managed to establish contact with a representative connected to Metaspins outside of the complaint thread. They have shown willingness to review the case internally with the relevant team, so I have provided them with the email address associated with your account to help them investigate the matter further. Hopefully, this additional communication will help move the complaint forward and bring some clarification regarding the account closure and confiscated winnings.

Thank you for your patience and cooperation.

Hello everyone,

thank you for your patience.

I have now completed my review of this complaint, including the evidence provided by the casino from its fraud detection systems and the additional information submitted during the investigation.

Based on everything I have reviewed, I am satisfied that the casino had sufficient grounds to conclude that the account was connected with other accounts in a manner that constituted a breach of its Terms & Conditions. The evidence from the casino's fraud systems showed multiple objective links between the accounts, which were supported by several independent indicators rather than a single factor.

Under these circumstances, I am unable to conclude that the casino acted unfairly when it closed the account and confiscated the winnings.

As a result, I will be closing this complaint as unjustified.

Thank you both for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru