Metaspins Casino - Player’s account has been closed and funds confiscated.

I am writing to formally file a complaint against Metaspins, which I believe has acted unfairly and in violation of player rights. Below are the details of my case:

Account Username: jordanwealth24

Date of Incident: 01 October

Details of the Complaint:

My account was closed by Metaspins after I requested account closure due to gambling dependency concerns.

Following the account closure, I was informed that my funds, including my winnings, would not be paid out.

The casino has since claimed that I violated their terms by having multiple accounts, which is entirely false. I have only operated one account under my name and I have sent my ID / selfie to confirm this .

I also have concerns regarding the casino’s handling of my personal data, as I believe my information may have been misused (I can provide evidence if needed).

I have reached out to Metaspins directly to resolve this matter, but my requests have been ignored or dismissed. I believe this is a violation of both fair gaming practices and their own terms and conditions.

I kindly request your assistance in mediating this issue and ensuring that I receive the funds that are rightfully owed to me.

Thank you for your attention and support in this matter. I look forward to your response.

Dear Costin,

Thank you very much for submitting this 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 or using the same IP address has also created an account at this casino?
• Could you please advise if you successfully passed the full KYC verification?
• Have you accumulated your winnings with or without an active bonus? 

If you suspect that your personal data has been misused, this situation could potentially be classified as a cybercrime. Unfortunately, we are unable to assist with matters of this nature, as they fall outside our scope. If your personal belongings or data have been stolen and subsequently misused, the appropriate course of action would be to report this to the police and contact your bank for further assistance.

Please understand that we do not have the legal authority or resources to investigate or prosecute such cases. From our perspective, the responsibility for any criminal action lies with the person who committed it, not the casino. We strongly encourage you to seek help from the appropriate legal and financial authorities in this matter.

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

Hi there,

-I'm not aware of someone using my IP as I did not used my real IP.

I used a VPN as everybody promotes anonymous play at Metaspins, streamers, articles and I'm sure that they don't close all the accounts that use VPN. Or that means they target only those who win

-I successfully pass the KYC and I was open to make a video call or watev they need additionally

-I have not used didn't claimed bonus money/ freespins at all ( my winnings are from multiple games, biggest win at Anubis Hand )

Thank you

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support that could be relevant to your case at veronika.l@casino.guru. Please include the email from the casino informing you about your balance being forfeited due to multiple accounts as well. Thank you for your cooperation, and I look forward to assisting you further.

Send it.

Thank you for looking into my case.

Thank you very much, Costin, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Costin,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Metaspins Casino to join the conversation.

Dear Metaspins Casino,  

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

Dear Costin,

At Metaspins, we greatly value the journey and experience of our customers, which is why we prioritize it above all else. To ensure a fun, safe, fair and enjoyable environment for everyone, we diligently adhere to our Terms & Conditions.

Our fraud detection team identified multiple accounts associated with your account, constituting a direct violation of our terms and conditions, particularly sections 8.

Regrettably, in light of this breach, we are compelled to terminate your accounts and withhold any associated winnings.

We trust this clarification provides insight into the circumstances at hand and we will provide our evidences to you via email Michal.

Sincerely,

Metaspins Customer Experience Team

Wow, do you believe yourself? How can you be okay with these lies? Do you have any dignity?

For just $400, your salary, you’re spreading lies and stealing money. That’s unacceptable.

It’s clear that you’ve targeted my account because of my winnings and are making false claims.

You need to explain how you ‘detected associations’ only after I won, not when I deposited, not when I interacted with your agents, and not when I closed my account for my gambling issues. Conveniently, you only ‘detected’ something when I inquired about my winnings.

Dear Metaspins Casino,  

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. 

Thank you for your response and the provided evidence, Metaspins Casino team.

Dear Costin,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same or very similar IPs, same device, cookie, user agent, similar payment methods, the same or very similar gameplay in the same games and certain personal data which cannot be considered a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team informed me they had refunded your initial deposit, which seems like a fair thing to do. The casino team has acted according to its terms and conditions as mentioned above.

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.

Best regards,

Michal

Casino Guru