Metaspins Casino - Player’s account closed due to alleged multiple accounts.

Hello,

I made account on Metaspins Casino, make deposit of 10000 trx and place some bets and play in casino. I get some luck and have 17300 trx on my account. I want to withdraw my money and after that I received an e-mail with KYC verification which I sucessfully made. After that I got an e-mail that I get multi accounts and they're closing my account. I have only one account and I am only using VPN. I don't know this e-mail adresses which are provided in e-mail. I lost a lot of money and I am writing e-mails to the Casino but I have no answer. Please help me. I am attaching screenshot with the conversation with the casino.

Dear plewczi1209,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you made a single deposit in the casino?
• Have you played with the help of promotional money/ free spins?

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

Best regards,

Tomas

I was playing only for 4 days. My account was blocked 16th June (Sunday).

I made single deposit (10 000TRX).

No, I haven't taken any bonus.

Dear plewczi1209,

After a comprehensive examination of the case, our fraud investigation team identified multiple accounts associated with this individual. Consequently, in accordance with our terms and conditions, specifically clauses 8.1, the respective account 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

You are telling that my winnings should be confiscated, but you have taken my deposit too. My deposit was 10 000 TRX, and winnings was 7300 TRX. So why you didn't give back my deposit?

Moreover how you stated that I have multi accounts? I don't have them. What your investigation included?

Thanks both parties for your replies.

Dear Metaspins Casino,

Could you please send any supporting evidence confirming the accusation against plewczi1209 to my email at tomas@casino.guru?

I'll await your reply.

Thank you for your email with the evidence, Metaspins Casino Team.

Dear plewczi1209

As an independent party, we thoroughly reviewed all the information and evidence, and we agree that the conclusions of the casino regarding multiple accounts are well-founded, and the casino's actions are justified in our view.

I regret that we could not assist you further in this matter. and your complaint will be rejected.

Even though we couldn't help you, please feel free to contact us if you encounter issues with any online casino in the future.

Best regards,

Tomas

Casino Guru