Metaspins Casino - Pelaajan tili on estetty.

So this casino claims that I have multiple accounts made which I do not. I use a public device to log in. Because I don't have internet at home. And um, apparently other people have made accounts to this casino. Because you know it's a public device, so I'm being told that out of nowhere. So instead of banning my account right when they noticed this problem, they waited until I won and then try to withdraw some of my winnings to go ahead and disable my account without notice and say nothing until I contacted them. And it's all because they wanted to steal my $1000. Obviously, otherwise they would have said something prior. To the winnings and disabled it as soon as it happened. So this is the most shady stuff i've ever seen from any casino.And I advise anyway, to not ever play here

Dear BIGDEE0821,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

8. USE OF PLAYER’S ACCOUNT

8.1 Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders. You shall not provide access to your user account or allow any third party use of the Website including but not limited to minors or self excluded persons. Any returns, winnings or bonuses which You have gained or accrued during such time as the duplicate account was active may be reclaimed by us, and You undertake to return to us on demand any such funds which have been withdrawn from the duplicate account. Should We decide to leave one account open, it will be the first account that You opened with us, to which your remaining deposits, if any, will be transferred.

Please understand that the vast majority of online casinos prohibit players from creating multiple accounts from the same device. If you consistently played only from this specific device or IP address with who knows how many other players, the casino had the full right to close your account and confiscate your winnings. Please note that it would be close to impossible to determine which player truly played and what is their real identity. This is especially a problem if multiple players also claim bonuses from the same device/IP address.

I apologize, but there is nothing we can do in a case like this. I can only recommend that you stop playing in online casinos from devices that do not officially belong to you.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Best regards,

Kristina

It's called verification? Doesn't your casino reserve the right to do to that? So you're saying people with family should not share the family desktop to play games. This is the most ignorant statement I've ever heard, ha you asked me to verify you'd know it's MY THOUSAND DOLLARS YOU ARE STEALING. How it my account is a duplicate and not the original? If you can't ownership how can you deem it's a "duplicate" per your TCs "any returns, winnings or bonuses which You have gained or accrued during such time as the duplicate account was active may be reclaimed by us, and You undertake to return to us on demand any such funds which have been withdrawn from the duplicate account. Should We decide to leave one account open, it will be the first account that You opened with us, to which your remaining deposits, if any, will be transferred." Then why can't the others be closed and mine remain as the original?.

Thank you for your reply, BIGDEE0821. Please understand that even if you provided documents to verify your account, the casino still wouldn't be able to determine whether this was your only account, because I strongly doubt that dozens of people who used this device have had their accounts verified as well, and none of them had created multiple accounts.

I understand your frustration, but you breached one of the main rules of online gambling and we aren't able to assist you. Many casinos could close your account in the same manner and it would be okay and in compliance with the General T&Cs.

You can always try contacting the licensing authority if you disagree with us, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.