Metaspins Casino - Player’s account has been closed over T&C violation.

I've never had any issues before. It all started two weeks ago when I was participating in a wager race and also built up a balance I was going to cashout. The same week I saw that my brother (that live in the same household) also had created an account on meta and was playing on the site. I had not received any mail regarding this so I immediately contacted support to doublecheck. They told us to provide our KYCs and it would all be fine which we did. Some days later I received a mail informing that my account has been closed due to the T&S 8.1 stating: "Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders." I've told them that I think it is wrong because I did everything right but I only get back the same answer that my account has been closed due to violation of T&S 8.1. I talked to my brother and he understood the situation and was fine with his account being terminated and the same T&S 8.1 is stating that: "Should We decide to leave one account open, it will be the first account that You opened with us, to which your remaining deposits, if any, will be transferred." Mine was created before so I don't understand why they can't unlock my account and just close the "second created" account.

Dear svantkane,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern. Please allow me to ask you a few questions to clarify the situation.

Have you and your brother ever accessed the casino website using the same device? Additionally, did you both use separate payment methods for deposits, or did you share one payment method for both accounts?

Did either of you activate any bonuses? And were there any similarities in the games you played, such as playing the same or similar games? Did you play the games at the same time?

Lastly, have either of your accounts been fully verified and successfully completed the verification process?

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

Veronika

Hej!

Ja, eftersom jag och min bror delar bostad så har han lånat min enhet för att spela på. (Det var innan jag visste att han spelade på samma sida). Vi har inte använt samma betalningsmetod men när min brorsa skulle göra sin cashout fyllde min enhet i min crypto adress automatiskt. Han sa att han avbröt cashouten direkt men dem frågade mig efter en förklaring p.g.a. det. Vilket jag gav svar på.

Jag har aktiverat bonusar på mitt konto men brorsan har inte använt sig av någon bonus. Vi har nog inte spelat på sidorna samtidigt och jag tror inte han spelar samma spel som jag gör. Både jag och brorsan har gjort KYCn vilket vi blev efterfrågade att göra.

Det är bara att skriva om ni behöver mer info. Jag förstår faktiskt inte varför dem gjort såhär. Jag har följt deras T&S. Det är tyvärr brorsan som inte gjort det och han var OK med att hans konto blir avstängt då det är han som brytit mot deras T&S. Jag har försökt förklara det till deras support men fortsätter bara få samma svar att mitt konto stängs ner på grund av t&s 8.1

Tack för att ni vill hjälpa!

Vänliga hälsningar

Svante

Update:

Meta have mailed me that the decision is final and non-negotiable and as a goodwill they want to refund my last deposit. I asked for an explanation of what I’ve done wrong and that i wont buy T&S 8.1 as an answer because that was what my brother didn’t follow.

I’ve been caught in the crossfire between my brother and Meta because I live in the same household as my brother. His account should be terminated, not mine.

Kind Regards

Svante

According to the Terms and Conditions:

8. USE OF PLAYER’S ACCOUNT

8.1 Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders. You shall not provide access to your user account or allow any third party use of the Website including but not limited to minors or self excluded persons. Any returns, winnings or bonuses which You have gained or accrued during such time as the duplicate account was active may be reclaimed by us, and You undertake to return to us on demand any such funds which have been withdrawn from the duplicate account. Should We decide to leave one account open, it will be the first account that You opened with us, to which your remaining deposits, if any, will be transferred.

Unfortunately, based on the rules outlined above, the decision to keep one of the accounts open or close both is entirely up to the casino.

Since you and your brother share the same household, use the same device, and even used the same payment method for withdrawals, it's practically impossible to prove that the accounts were not managed by just one person. This creates a strong presumption of account duplication and in cases like these, we are unable to assist.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.