Metaspins Casino - Player’s account has been closed during the withdrawal process.

When I attempted my first withdrawal, I was suddenly informed that my account had violated their Article 8.1, and they closed my account without any explanation or the opportunity to clarify. I can confirm that I have always operated a single account on my home computer and have not breached any of the stipulations outlined in Section 8.1. Due to network issues, I used a VPN, which they permit. I requested a thorough review of the matter, but to no avail. They curtly informed me that this was their final decision. I find this outcome unacceptable; their authoritarian attitude and disregard for the truth are infuriating. It is shocking that this site receives such high ratings.

Dear Robin366392719,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household also created an account at this casino?
• Have you always used the same VPN server when accessing the casino to your knowledge?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Thank you for your attention. Here is my response:

1. No, I have only created this one account at this casino from my home, and I am the only one playing;

2. It is the VPN service from the same company, but I am not aware if there have been any changes to the IP address behind the VPN;

3. The website did not require me to undergo KYC verification;

4. When I first deposited, the website gave me a bonus, but at that time I was not familiar with the website's rules and did not place bets on the website in time, which resulted in the bonus expiring after the time limit, so I did not accumulate bonuses by relying on the bonus.

Thank you very much, Robin366392719, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Received, thank you for your efforts. Looking forward to good results.

Hello there,

Thank you Robin366392719 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Metaspins Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Also looking forward to

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Robin366392719,

At Metaspins, our top priority is to guarantee an outstanding customer experience throughout every player's gaming experience. We are dedicated to consistently delivering top-tier service to all our customers.

We sincerely regret the issues you have encountered with your account. After a thorough review of your account, we were unable to find any evidence of multiple accounts, as we initially stated when your account was closed. We sincerely apologize for this error. Your funds have now been reinstated, and your account has been reopened, allowing you to withdraw your funds.

However, please be advised that, in accordance with company policy, we have decided to close your account after the withdrawal of your funds.

We trust this clarification provides insight into the circumstances at hand.

Sincerely,

Metaspins Customer Experience Team

Thank you very much for the update Metaspins Casino representative.

Dear Robin366392719, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Yes, my withdrawal was successful, but I'm still very disappointed with this terrible experience. I tried communicating with customer service, I left feedback on the platform, but only after filing a complaint here did Metaspins respond. The way Metaspins casually closes customer accounts, seizes funds, and disregards legitimate customer concerns has left me very disappointed. Goodbye. Lastly, I appreciate the support from Metaspins Casino.

I'm sorry, I wrote that wrong earlier. The last thanks should be to the Casino Guru Team. Many thanks to the Casino Guru Team for their support. Metaspins Casino is just a disappointing website.

Dear Robin366392719,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter