The player from Latvia reported that Metaspins had suddenly disabled their account without providing a reason, despite having completed the full KYC process. While they were offered a return of their remaining balance of 34 USD, the lack of explanation for the account closure was frustrating. The Complaints Team clarified that they did not investigate cases where no funds were withheld and kept the complaint open until the player received the withdrawal. The player confirmed that Metaspins had paid out the remaining balance, allowing the complaint to be marked as resolved.
Metaspins Casino - Player’s account has been closed without explanation.
Amount: $34
Metaspins Casino
Safety Index:HighSafety Index
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8.9
Metaspins Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Hello Casino guru , i wanted to tell you about my situation with Metaspins everything was cool with them ,like fast deposits and fast withdrawal, then sudden out of nowhere they disabled my account , and when i contacted their support and emailed them - they said we cant provide with any account closure reasons and just boom got banned by playing slots.
They offered me to return my balance which was left 34 usd , but cmon i even completed full KYC and didnt do anything illegal and without any explanation close your account - wonderfull .
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2 months ago
Dear shamejs23,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
- Do I understand correctly the casino doesn't intend to withhold any of your balance and is processing the withdrawal of your withdrawable balance shortly?
Thank you in advance for your reply and understanding.
Best regards,
Tomas
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2 months ago
Hey Thomas i understand that they can do that ,but atleast explain something from their side , and yes they offered to pay out 34 usd in 5 buisness days
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2 months ago
Dear shamejs23,
Please understand we don't investigate cases when no withdrawable balance is withheld or money confiscated in cases where players' accounts are closed, as we believe online casinos have the right to do so.
I'll keep the complaint open until you receive your withdrawal. Please let me know when you receive it or in case of adverse developments don't hesitate to contact me right away.
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2 months ago
Hey dear Tomas and casino guru team , i wanted to tell that metaspins paid out the remaining money and you can easy close this case , thank you for help! 🙂
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2 months ago
Dear shamejs23,
Thanks, for the update. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
