Metaspins Casino - Player’s withdrawal is confiscated due to account closure.

Hola, expongo mi caso. Me registré en este casino con total normalidad, deposité y jugué el dinero. Sin embargo, a la hora de retirar, me dijeron que mi cuenta la iban a cerrar y solo me reembolsarían el depósito, ya que me registré desde un país prohibido. Ahora bien, ellos no aceptan jugadores españoles, pero yo en ningún momento tuve problemas para ingresar y jugar y ganar, cómo podía saberlo? En mi opinión, esta manera de actuar del casino es un acto de mala fe y deberían pagar también las ganancias, que son 170 euros

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Hello, Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Metaspins Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Additionally, could you please advise on your deposit history in this casino?

Have you managed to register in the casino without the use of any VPN?

Thank you very much in advance for your reply.

Best regards,

Attila

Exactamente eso es lo que pasó, me registré con total normalidad y a la hora de retirar no me han dejado retirar mis ganancias, cuando no se me puso ninguna traba nunca para ingresar, registrarme, jugar, etc.

¿Podrías informarme cuál es el saldo retirable actual?

170 euros

¿podría informarme sobre su historial de depósitos en este casino?

No puedo acceder a mi cuenta, pero realicé un único depósito que me fue reembolsado, creo que un poco menos de 200 euros

¿Has conseguido registrarte en el casino sin utilizar ninguna VPN?

Sin vpn con el wifi de casa

Dear javi232323, Thank you for your response.

I would appreciate it if you could clarify your statement regarding the refund of the single deposit. Specifically, does then the remaining balance of 170 euros represent winnings generated from a free bonus? Furthermore, could you kindly provide your transaction history from your payment provider that includes details of the deposit in question?

Thank you for your understanding and cooperation.

El saldo de 170 ha resultado de mis ganancias en este casino, sin usar ningún tipo de bono. El depósito ya me fue devuelto, lo que no se me han pagado han sido las ganancias, es lo que estoy reclamando, los 170 euros de las ganancias

Dear javi232323,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? Additionally, could you please provide your transaction history for the relevant period? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

El único correo es este ya que me lo dijeron por chat. El historial de transacciones no puedo descargarlo ya que no puedo acceder a mi cuenta

Dear javi232323,

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, Michal (michal.k@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

Hello javi232323,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and while our position in this kind of situation is as my colleague Attila already mentioned, it is always wise to familiarise yourself with the casino's terms and conditions before creating your account, as this can help prevent occurrences like this. Ultimately, you, like every other player, consent to the casino's terms and conditions upon registering your account, and I have confirmed this in the casino's terms and conditions:

Nevertheless, I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Metaspins Casino to join the conversation.

Dear Metaspins Casino,

I understand that Spain is listed as a restricted country in your Terms and Conditions, and I acknowledge that this is an important factor in your decision.

At the same time, I would respectfully invite you to consider the player's perspective. Even if a restricted country is listed in your terms, yet players from that region are still able to freely access your site, complete registration, and make deposits without any barriers or warnings, it creates a situation where the restriction is not effectively enforced. This lack of proactive prevention often leads to players accumulating legitimate winnings, only to later discover that their location renders them ineligible—a situation that can feel both confusing and unfair to the end user.

From our perspective at Casino Guru, in our mission to promote a fair and transparent gaming environment, we advocate for clear and consistently enforced rules. Most top casinos implement automated systems that restrict access, registration, and deposits from prohibited regions from the outset. This approach ensures that players are protected and that terms are upheld transparently, without ambiguity.

We believe that when players are able to register, deposit, and play freely—without bypassing any restrictions—and they win their funds fairly through regular gameplay, they should reasonably expect to receive those winnings.

With this in mind, I kindly ask you to reconsider your position on this matter. If there are any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to send them directly to me at michal.k@casino.guru.

Thank you for your time and for taking these considerations into account.

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.