Metaspins Casino - Player’s account has been disabled due to alleged duplicate accounts.

I signed up with Metaspins yesterday. Over the course of 36 hours, I deposited close to $1000, never had any issue. All day today, I made deposits, none of which were attached to any bonus and had no advantage in my gameplay whatsoever. This afternoon, I won’t a large amount and requested a partial withdrawal of .04 Bitcoin. The payment was made to my Bitcoin wallet, no issues. I continued to play and once again hit a big win, I requested a second withdrawal of .08, which was deducted from my account but never received.

Literally, immediately after hitting another big win for $1300, my account balance sat at $2300, i received a message that I was logged out and needed to log back in. When I attempted to log back in, my account said it was disabled.

I started asking for an explanation and received an email saying that my account has been disabled and all winnings confiscated. They cited two other email addresses, that have a similar format to mine, and told me that those were duplicate accounts. I have never had these email addresses, I’ve never seen them in my life until this message.

I politely informed the casino that these accounts were not mine and have absolutely no connection with me or my account. To prove that point, I volunteered my ID, I sent a screenshot of my device ID that I have used for all my gameplay, I included a screenshot of my IP address that has been used for my gameplay, and I sent a screenshot of my Bitcoin wallet to show that it has never made or received funds from Metaspins.

They are refusing to acquiesce and are clearly just intent to steal money from their customers. I’ve asked for documentation that would somehow show a connection, but there is no documentation, because a connection doesn’t exist.

This is an absolute joke. No one should ever use this website if they can just create imaginary connections to other email addresses in their system. And then to confiscate winnings that were earned without a bonus or any gameplay advantage just shows that this is an underhanded move to avoid paying out their customers.

I will be filing a grievance Im the morning to the gaming commission who oversees this casino.

Dear Edtherob, 

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.

Do these accounts have something else in common besides a similar email address?

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 have passed the KYC verification?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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, 

Veronika

There is absolutely zero connection between me and those accounts. Absolutely nobody else from my household has created an account. I emailed the duplicate email addresses that were given to me from metaspins. I asked for them to possibly reply and asked them about providing proof of their ID. BOTH HAVE RESPONDED. BOTH included pictures of their IDS.

I was never given the chance to pass any KYC. My account was closed without any notice or any questions. And again, it was with a pending $2000 withdrawal and immediately after winning a spin for $1300, taking my account balance back to $2300. It logged me out, and said my account was disabled.

I provided my license, device ID, IP address, and have Gotten zero response.

since being accused of having "duplicate accounts"

I have provided my drivers license, my device IMEI, my IP address, my bitcoin wallet, all of which are completely unique to the website.

I have sent out a mass email to the "duplicate accounts" that were given to me by Metaspins. Two of the emails responded with photos of their drivers licenses, and taking ownership for the accounts that were created.

I have now also been sent and completed the Metaspins KYC process.

And still, here we are a week later, and my withdrawal for .080 bitcoin has still not been processed, and I still cannot access my account, nor my $2300 balance that is held within the account.

Ive emailed them ad nauseum and they simply refuse to answer, or they refuse to acknowledge the information that is being presented to them. Ive given thought to how they could have ever even made this jump, if they honestly believed I had multiple accounts.

The only possible connection would be if they decided that the login information was similar. And if thats the case, its utterly ridiculous because both my user name "edtherob" and password "Rob123!!" were taken from the information announced by the media within the last month as the login and password obtained by police for Idaho murderer, Brian Kohberger, that were used for his alias, Papa Rodger. My login and password are a satirical nod of the cap towards him, and the horrible things he did. Its just my dark humor, nothing more

Ive sent this same correspondence to Metaspins, and also referenced the article where his alias information was shared by the media.

Dear Edtherob,

thank you for the files. After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. We got in touch with the casino representative and received sufficient evidence of multiple accounts.

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.