Metaspins Casino - Player has an IP issue affecting withdrawal.

While depositing money everything was fine, but when I tried to withdraw my winnings, they told me my account was suspended due to IP issues. They took 1000€ from me and have not provided any information. It states they are regulated by Curacao Gaming but this is false. If you click the logo link, it states they do not have a license. There's an email address for the regulatory entity in their terms and conditions, but this is also false. If you try to contact them, they will tell you they are not regulated.

Dear Rojo,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with the online casino.

To better assist you, could you please provide us with the following details:

• When did you first notice the issue with your account being suspended due to IP issues?
• Have you contacted the customer support team of the casino regarding this matter, and if so, what was their response?
• Was your account successfully verified in the past?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If you have any relevant communication or documents you would like to forward, please send them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

PS: I have checked the validator on the casino website and the License seems to be valid. Please check for yourself too.

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

When did you first notice the issue of your account being suspended due to IP issues?

For months I deposited around €3000, when trying to withdraw profits of €900 on April 14th they told me that they suspended the account, it is very striking that they do it on a Sunday...just when I want to withdraw, I wonder if it would have been the same if instead of withdrawing I would have entered...

Have you contacted the casino's customer support team regarding this matter and if so, what was their response?

Yes, they have been in contact but in a very bad manner and rudely they tell me that the decision is not negotiable and that it is final.

Has your account been successfully verified in the past?

Yeah

When I click on the logo on their website, it tells me that it is not valid

www.metaspins.com

Hi Rojo,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

At home two people, I offered to send their IDs to identify them, the situation has gotten worse, I have tried to contact the regulatory body through the email they provide in their terms and conditions and they told me that this casino is not regulated. ..

I write to the casino via email and they don't answer me, when I talk to them with the chat they close it, all in a polite way...

Thank you very much, Rojo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Rojo,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Metaspins Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been suspended? Have the disputed winnings been confiscated? If so, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you very much for the help, they don't answer my emails or chats... I ask them for the contact information of the regulator and they don't give it to me...

Dear Branislav,

After a comprehensive examination of the case, our fraud investigation team identified multiple accounts associated with this individual, who was found to be abusing our Welcome Offer. Consequently, in accordance with our terms and conditions, specifically clauses 8.1 and 14.5, the respective account(s) have been terminated, and any accrued winnings have been confiscated.

Should additional evidence be required, we are fully prepared to collaborate in order to validate the accuracy of our decision.

Kind Regards,

Metaspins Customer Experience Team

And the reason why the regulatory entity could not provide me with the information on multiple occasions, which is it? I can provide conversations from their customer service department urging me to create a new account after having closed the other account due to the withdrawal problem I had with my first account. I have the screenshots

It is also very strange and suspicious that after weeks of depositing money and losing they do not "detect" the problem and just at the moment of trying to withdraw they confiscate my €1000. This was on a Sunday morning...it's all very strange.

If they return my money I will be satisfied, if they don't I will get to the end of the matter

Alright, Rojo, I think we do not have to drag it out unnecessarily. The casino representative provided me with additional details and evidence confirming their claims and the casino's decision regarding your account(s).

We are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, bonus abuse (claiming the casino's welcome offer more than once), providing forged evidence material (the second screenshot with the casino live chat representative's response was obviously created/edited) and misleading information during the complaint process. Somehow, you forgot to mention that there were at least other 2 linked accounts besides the 2 accounts which you informed us about in your complaints.

The casino acted in accordance with its terms and conditions, and we accept its decision.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Metaspins Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru