The player from Germany is experiencing difficulties accessing the account. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Metal Casino - Player is struggling to access his account.
Black points: 88
Amount: €300
Metal Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there,
I deposited money at this casino. This casino is a pay and play casino. That means you log in with your account.
everything worked out too. Then I played and increased my credit to 300 euros. I then fully verified myself and also received a confirmation from the casino. Then when I wanted to register the next time the whole thing started. After I have registered with my bank account, I keep getting the error message: Your account is restricted to login, please Contact Support.
then wrote to support. They also told me after 10 times the cover letter I had to reset my password and sent me a temporary password. The funny thing is that you can only register at this casino with Trustly, as I said. So there is no way to register this password anywhere.
Even after repeatedly describing my problem, no answer was received. Support then simply closes the chat.
I've already written off the money. That's not what I'm talking about. But I think cheaters should definitely be stopped.
maybe you can help me yes 🙂
Automatic translation:
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3 years ago
Dear Lukas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand correctly that you can’t log into your account to verify it and play? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Additional comments from the player:
"Hello Petronela,
Yes, unfortunately I always get the message that I have to reset my password. But that doesn't work because you can only register with Trustly. "
Automatic translation:
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3 years ago
Thank you very much, Lukas, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Lukas,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Metal Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Metal 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Lukas,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
