Metaspins Casino - Player's winnings have been confiscated.

I used the welcome bonus on this site and won a lot of money. I think it was about $13,000 in total.

When I requested a withdrawal, I was asked to verify my identity, which was also promptly handled.

When I was reviewing Metaspins, they brought up two email addresses and asked about my relationship to them.

However, I had no recognizability in any of the email addresses provided, answered honestly to that effect, and sincerely cooperated with their review.

After exchanging several emails, I received the following document informing me that the final decision had been made to confiscate my winnings and refund my deposit.

Pursuant to Article 3.6, players must play for personal enjoyment and not professionally. Article 10.1.1 strictly prohibits cooperating with other players to maximize the benefits of bonuses and rewards. Article 14.5 provides that if we have reasonable grounds to suspect that a bonus has been claimed multiple times by or for the benefit of the same person, or by a group acting in concert, we may cancel the bonus, void any wagers and confiscate any resulting winnings. Subject to Article 8.1, only one account per device is permitted. Linking the same device to multiple accounts is strictly prohibited and applies to all promotions and bonuses.

Article 3.6, Article 10.1.1

This is a vague statement, and if there is a problem with the machine I played, it should be classified as a prohibited game individually. I think they are just bringing up this terms of use because they don't want to withdraw their winnings.

Article 14.5, Article 8.1

Regarding these issues, I have checked some of the other complaints on this site.

If I am truly committing fraud, I don't understand why they are offering to refund the amount deposited.

I have come across many complaints about deposits not being repaid.

I would like to ask for your cooperation in withdrawing my winnings.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand your situation and investigate further, I’d like to ask you a few questions.

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play while using the bonus?

Have you used any VPN or IP-masking software that could have affected your apparent location while accessing the casino website?

Also, could you kindly forward any communication you’ve had with the casino’s customer support regarding the two email addresses and the confiscation of your winnings? You can send it to my email address at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

I sent all the conversations

Please check.

Thank you for your messages.

Could you please specify which documents you have sent to the casino as proof of your payments?

Additionally, have there been any transactions sent to you from other individuals who also have an account at this casino?

>Could you please show me the document you sent to the casino as proof of payment?

No payment related documents have been submitted.

I had told the other party that I would be able to submit the documents, but they took this step before I could submit them.

> Additionally, have other people with accounts at this casino sent you any transactions?

there is no.

Is there any chance that someone from your household or using the same IP also created an account at this casino?

Do you have any friends or relatives who also have an account at Metaspins?

Since I live in a densely populated area, it's possible that IP addresses may overlap.

However, since I live alone, I can't imagine a third party registering on the line I have subscribed to.

Metaspins also mentioned the source of the funds.

I think you can see this in the email correspondence.

I am willing to cooperate with them as well.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([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.

Hello there,

Thank you syuuchan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Metaspins Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

What is the current situation?

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 value your feedback and take all concerns seriously. 

To protect player privacy, we cannot go into detail publicly, but the case has been raised and we will be getting in touch with you privately.

It is okay to make it public rather than keeping it private.

I just can't accept the reasons why you say I'm committing fraud.

Despite expressing a willingness to cooperate regarding the source of funding, why did they not take the steps to verify it?

I would like a detailed explanation, including whether confiscation measures have been taken.

Dear Metaspins Casino representative, would it be possible to provide me with evidence privately? You can forward any information to my email, and all information will be kept confidential. ([email protected]). Thank you in advance for your cooperation!

Dear syuuchan, I am in contact with the casino representative regarding your case. I will keep you updated about any new developments. Thank you for your patience during this time!

The casino has presented substantial evidence indicating the existence of multiple accounts associated with you. It is a well-established industry standard that an individual is permitted to operate only a single account under their name. Maintaining multiple accounts constitutes a clear violation of this policy. Given these circumstances, we find the actions taken by the casino to be both reasonable and justified.

As a result, we regret to inform you that we must reject your complaint. We appreciate your understanding in this matter and encourage you to adhere to the terms and conditions set forth by the casino in the future. Should you require any further clarification, please do not hesitate to reach out.

Kind regards,

Peter