The player from Australia had mistakenly deposited funds from her TRX wallet into a Metaspins USDT wallet. She had been informed it could take up to 60 days to recover the funds, potentially losing half in the process. After 40 days, there had been no updates from the casino unless initiated by the player. We had advised her that if the deposit was not credited to her casino account, she should have contacted her payment provider. We also emphasized that the casino could not be held accountable for funds transferred to the wrong e-wallet. Despite our efforts to extend the complaint resolution timeline and request updates from the player, there had been no response, leading us to reject the complaint. However, we remained open to assist should the player have wished to reopen the complaint.
Metaspins Casino - Frustrations over delayed depositing issue.
Amount: A$50
Metaspins Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Deposited using metaspins usdt wallet address from my TRX wallet by mistake. Was told it was an easy fix and would be credited to my account the same day my chat staff. Find out a week later that it can take up to 60 days to recover and I will lose half of it.
It's been 40 days and I have had no correspondence from staff at all unless initiated by me. Even then the responses are dismissive and generic. They insist that they have an outside platform for their financing and they are responsible for retrieving the funds, hence there is "nothing they can do". I find this hard to believe.
I have encountered this problem with other providers and have received the funds via refund within 2 weeks minimum. The funds in question are not being refunded, yet credited into my accounts my with metaspins which would lead you to believe it would be a while lot faster then this. Getting very very frustrated and wondering if I'm ever going to see the money again.
Dear jacquelynmaree8,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
In this particular situation, it's important to note that while we can reach out to the casino for support, they cannot be held accountable if you mistakenly transferred your funds to the incorrect e-wallet.
- Could you please forward any supporting evidence and relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Dear jacquelynmaree8,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Jacquelynmaree8,
At Metaspins, ensuring an exceptional gaming experience for our customers is our utmost priority. We consistently aim to provide top-notch service to all our players.
We noticed that on October 20th, there was an accidental deposit made to a TRX address instead of the intended USDT. To rectify this, we're working with our third-party payment provider, and this resolution process might take up to 60 days, as previously communicated.
We kindly request your patience during this period while we work diligently to resolve the issue. Should you have any further inquiries or require assistance, please don't hesitate to reach out to our support team.
Best regards,
Metaspins support team
Thank you very much, Metaspins support team, for your assistance.
I completely empathize with your frustration, jacquelynmaree8. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 16 days, making it two full months. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
Dear jacquelynmaree8,
Have you received your funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
