Metaspins Casino - Player disputes cashback and mistreatment.

Hello

The reason I am submitting this complaint is to hope that the general manager or the owner of the casino gets my attention as one of their most VIP customer. My host and support are refusing to send my emails to the owners or GM so my only option is to complain here in order for the senior management to respond to my emails.

I have been a customer with metaspins since may 2023. I'm one of there most valuable customers. This casino is the best online casino when it comes to deposit and withdraws, games.l, tech issues etc...

The reason for today's complaint is because I am extremely tired with the way I am treated as a female player at the casino. Previously i had a great vip host, who took care of me properly and communicated honestly and with clarity on whatsapp. For the last 8 months I lost my VIP host and got another host who has zero experience dealing with VIP clients, despite my numerous attempt to change host it has always been declined.

I have a deal with the casino for weekly 18% cash back, this was going smooth without an issue.

On the 29th of July the beginning of the week I got an email from my host telling me they are trying a new coinflip promo in which you get certain rewards by flipping a coin, in which I was invited to take part of for a week.

I was given the option today 5th of august to decide if I wanted the new promotion or continue with a 20% weekly cash back bonus.

I contacted my host and told her that the promotion isn't for me I'm happy to remain on the 20% weekly cash back.

Now she is refusing to credit my cash back of 20%.

11k from July 29th until 4th of August. And she won't even do the right thing by crediting 2k cash back which I am entitled to. I have lost 300k since may 2023, this is the treatment I get.

She emailed me again today apologising for creating confusing and misunderstanding on her behalf and after her customer support agent hung the chat in my face.

I accepted the apology, but she will only credit 1% cash back rather than 20% in which i refuse.

I'm not a difficult customer, I just ask for respect and honesty. This is the biggest problem with metaspins.

On the other hand they have issued me a horrible name in which the dealers and players always make fun of during live games. I asked on many occasions for my name to be changed from happy whale to my original name and for a year this hasn't been done yet.

The management in this casino score 2% in respect, loyalty, dignity and I hope that the owner reads this so that he can feel the pain of being disrespected frequently by the staff, host and dealers of his casino.

I ask you to kindly stop trolling and disrespecting me just because I'm polite and descent. I hate being taken advantage off

Kindly credit my 2k and hope that you show me some respect in the future

Dear Jason1,

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

Could you please forward me the communication with the VIP host to nikolas.b@casino.guru?

How long does it usually takes to credit the cashback bonuses?

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

Best regards

Nick

Hi Nick, I responded via email

Dear Jason1,

Thank you for the e-mails. Is there any more conversation saved regarding how much cashback you should have get? It is also visible within your bonus history once the cashback gets credited? If yes, please also forward a screenshot of that.

I hope the replying works correctly now.

Nick

Dear Jason1,

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.

The player is currently experiencing problem with replying in the complaint so it will be prolonged by another 7 days.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.