Metaspins Casino - Player seeks refund for gambling loss.

Hello team casino guro

I am writing to formally request a refund of my recent deposits due to your platform’s failure to take appropriate action after I explicitly informed metaspins support team about my gambling addiction.

contacted your customer support as shown in the attached chat screenshots) and clearly stated that I am struggling with gambling problem and addiction. I requested that you impose a loss limit of $500 per day or implement restrictions on my account to help me manage my gambling behavior. However, my request was denied, and no preventive measures were taken. As a direct result, I lost $2,000, which could have been avoided had you acted responsibly.

According to widely accepted responsible gambling regulations, online casinos are required to implement measures to protect vulnerable players, including those experiencing gambling addiction. Specifically:

The Gaming Control Board (GCB) enforces strict responsible gambling regulations, ensuring that operators implement self-exclusion programs, provide responsible gambling tools, and take immediate action when players indicate addiction-related concerns.

The UK Gambling Commission (UKGC) mandates that operators must intervene when there are signs of problem gambling and provide self-exclusion and deposit limits upon request.

The Malta Gaming Authority (MGA) requires licensed operators to ensure responsible gambling tools are in place and to take action when a player reports gambling-related harm.

Therefore, I formally request a refund of my $2,000 loss, as it resulted directly from your failure to act upon my responsible gambling request. If this matter is not resolved promptly, I will escalate the issue to relevant regulatory bodies such as the Gaming Control Board (GCB), the UKGC, the MGA, and consumer protection organizations.

Dear Metol1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Metaspins Casino.

I checked the responsible gambling section of the casino and found this:

20.1 We want You to enjoy your experience on our site, while remaining aware of the social and financial harms associated with problem gambling. You understand that when You are playing games of chance that involve money, You can also lose money. Gambling can be addictive.

If You wish to apply a limit through customer support, You may do so by contacting [email protected] stating your reasons. The implementation of a limit requested by email is not immediate. We are not responsible to refund any funds lost between the period the limit was requested via email and the time it was processed by us. Your limit is only to be considered applicable upon your receipt of confirmation from customer support. For a limit to take effect immediately, please contact our Live Chat.

20.2 Self-Exclusion - Should You need to take a break from gambling with this Website You may do so by contacting support. Self-exclusion means that your Player Account will be closed for the specified period. Self-exclusions may be for a definite period or a permanent one.

If You wish to perform a self-exclusion through customer support, You may do so by contacting [email protected] stating your reasons. The implementation of a self-exclusion requested by email is not immediate. We are not responsible to refund any funds lost between the period a self-exclusion was requested via email and the time it was processed by us.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you requested self-exclusion from the casino due to gambling problems?
• Could you please specify when exactly the communication between you and casino support takes place?
• Did the casino allow you to play further after it took place?
• Is your casino account currently accessible to you?
• Have you requested a refund from the casino due to failed player protection already? With what result?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Mr Tomas

thank you for reply me

I contacted your support team on at 10:03 PM and requested a loss limit of $500, as per your commitment to providing responsible gambling assistance. I clearly stated that I am struggling with gambling addiction and have serious issues, which can be verified through my messages to your support team.

Instead of taking appropriate action, I was only offered a self-exclusion option. However, when a player informs you that they are addicted and experiencing gambling-related problems, the correct and responsible course of action should be to immediately suspend their account. Unfortunately, my request was ignored, despite the fact that you are fully aware that a gambling addict cannot control themselves. Instead, I received a response wishing me "good luck with my games,"

which resulted I deposited and lost $2,000 at 10:30 PM.$2,000 and losing it all.

Additionally, I have sent multiple emails requesting a refund, but I have yet to receive any response. I urge you to address this complaint seriously and take the necessary action.

Thanks for the detailed explanation and timeline provided.

• Has the casino acknowledged the issue and closed your account since your last post?
• Have you received any response regarding the refund since your last post?

Hello mr thomas

The site did not ban my account after I told them in messages that I am addicted to gambling and have problems, and I wanted to set a limit of $500. But when I requested a refund of my lost money, they banned my account because I am addicted—only after I lost. However, I had informed them about my addiction from the beginning, and legally, they should have closed my account immediately after I told them.

Regarding refunds, the site does not return lost money.

Dear Metol1,

Could you please share a complete transcript of your conversation with the casino?

From the screenshots you provided the casino suggested to you a self-exclusion option; however, it's not clear how you responded.

Share this information with me at [email protected]

Thanks in advance for your reply.

As for the correspondence, Sir Thomas, the complete one is the one in the support response images. We wish you always very the best.

My account website after I requested a refund. But after I told them about my gambling addiction and that I suffer from gambling and addiction problems, the website did not ban my account. Instead, the last message was we wish you the best. I saw complaints in Guru. Clear rules in solving. If a player expresses his gambling addiction and gambling problems, casino will be immediately excluded.

Thanks for your reply.

I went over the evidence you provided thus far, and from our point of view, when you mentioned you were suffering from gambling problems, the casino offered you a self-exclusion option in their next message.

Without further evidence, we believe the casino acted according to the responsible gambling policy they have on their website in providing you with assistance. Please keep in mind that Live chat agents cannot always enact self-exclusion right away or by themselves and might refer you to another department for you to request it again. The fact that the casino didn't block your account immediately after your interaction with live chat isn't enough for us to conclude that the casino didn't try to protect you.

If you happen to find any other evidence that would support your case, please don't hesitate to send it to me for review and request to reopen the complaint.

Sadly, with the evidence currently supplied, there is not enough for us to proceed further in confronting the casino about a refund.