Metaspins Casino - Player’s account has been restricted.

My account was suddenly restricted after I contacted the casino regarding my deposits and activity.

Since then, I have not been able to access my account or use the services normally. Additionally, I have not received any meaningful response from the casino despite multiple attempts to contact them.

I made significant deposits on the platform (total losses: $5,696.74), which were accepted without any issue. However, after raising concerns, my account was restricted and communication stopped.

I am requesting assistance in obtaining a proper response from the casino and resolving this issue.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Could you please specify how much your withdrawable balance was when the casino closed your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your 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

Hello Tomas,

Thank you for your response.

• I have been playing on Metaspins for some time, and my account was restricted shortly after I contacted the casino regarding my deposits and activity (approximately 1 month ago).

• I noticed that my account was restricted when I was no longer able to access it normally.

• At the time of the restriction, I did not have a significant withdrawable balance, as my total losses amount to $5,696.74.

• I mainly played slot games on the platform.

• No, my balance was not built using any bonus.

• I contacted the casino multiple times via email regarding this issue, but unfortunately I no longer have access to those emails due to a technical issue. However, I did not receive any meaningful response from the casino.

Please let me know if you need any further information.

Kind regards, 

Stefan

Hello cra4rk,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

• Could you please confirm whether there was any withdrawable balance on your account?

Please note that we believe online casinos can close players' accounts at any time for any reason. We intervene only in situations where balance is confiscated or withheld before the account is closed.

• Could you please explain how you wish the situation to be resolved?

Thanks in advance for your understanding and reply.

Hello Tomas,

Thank you for your message.

• At the time my account was restricted, there was no significant withdrawable balance, as my total losses amount to $5,696.74.

• I understand that casinos can close accounts; however, my concern is that my account was restricted shortly after I raised questions regarding my deposits and activity, and since then I have not received any meaningful response from the casino.

• I made substantial deposits on the platform, which were accepted without any issue, but after raising concerns, my account was restricted and communication stopped.

• I would like the casino to properly review my case and provide a fair and reasonable resolution regarding my account and the deposits made.

Kind regards, 

Stefan

Thanks for your reply.

Please note that the casino can close the player's account at any time for any reason. We can assist you only if the balance was withheld or confiscated. The player is responsible for their gameplay. Since it appears the balance was lost via gameplay, there is nothing for us to confront the casino about. There were no valid reasons to investigate further specified so far. Refund requests can't be pursued for the money lost on gameplay without a valid reason and/or evidence.

Due to the aforementioned reasons, we will now proceed to reject 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.