Metaspins Casino - Player's account has been frozen without explanation.

Good morning Casino guru team , so there is problem with this one casino named - Metaspins they allegedly decided to freeze my account without any kind of explanation except "investigation" this happened since 1st of October and I still haven't recived any kind of updates , at first they emailed me they are "investigating" for safety purposes but slowly start to think they are just stalling time and keeping me away from their casino and freezing my funds , they literally don't have any kind of statement or reason for keeping me under investigation , i belive they try to find anything to just to keep me out , but sadly for them nothing was violated in rules and T&C , dispute that i turning you Casino guru for Please try to help me in this situation.

I havent signed up for any of their bonuses and I have completed full KYC which matter of fact was requested from their side.

I will be only happy to share all the emails and chat logs between Metaspins.

Because if they say that they are "investigating something" then they said Providers are investigating something like what? I think they are just making things up and lying about speeding the process up.

Best Regards Andra Monika.

Dear zommeremonika,

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 to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Could you kindly confirm if you passed the full KYC verification, or if you at least submitted any identity documents to the casino for verification?

Please forward me all the communication between you and the casino that could be relevant to the investigation at veronika.l@casino.guru.

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika and Casino guru team , I remember i played last this popular game from Onylplay named "Piggy Tap" where i saw alot of people winning large multipliers , and i think i played another slot but i don't remeber name for it.

And Yes i completed full KYC which was provided from their website uploaded all documents.

I will forward all screenshots to you Veronika.

Thank you very much, zommeremonika, 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 zommeremonika,

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,  

I would appreciate it if you could clarify the reasons behind the prolonged investigation of the player's account. Additionally, could you provide an estimated timeline for when the investigation is expected to conclude? If there are any details that cannot be disclosed publicly, please feel free to send them to me at michal.k@casino.guru.

Dear zommeremonika and Michal,

We would like to inform you that the referenced account has been closed in accordance with our Terms and Conditions section 3.4, which states: "The Company may refuse to open an account or may choose to close an already existing account at its own discretion."

Please note that no funds were confiscated during this process. All pending withdrawals were processed and paid out prior to the account closure.

The review period took seven days to conclude, as it required thorough investigation in collaboration with the game provider. This was necessary to ensure a well informed decision from our end.

We hope this clarifies the situation.

Kind regards,

Metaspins Customer Experience Team

So Metaspins didn't like that i won in slots game and decided to close my account , seems very reliable reason to treat their new players , round of applause for this "genius metaspins casino"

Thank you for your response, Metaspins Casino Team.

Dear zommeremonika,  

I understand your concerns regarding the closure of your account, and while it may not seem like the most favorable option for users, it is important to note that casinos reserve the right to close any player's account at their discretion, provided that all financial obligations have been met. The policy referenced by the Metaspins Casino Team is a standard practice within the industry and is widely accepted across almost all online casinos. At this point, my primary focus is to ensure that you receive your winnings from the casino, which I anticipate will happen soon.  

Please inform me once you have successfully received your winnings, so I can mark this case as resolved, or let me know if there is anything else I can assist you with.

Hello Michal yes i have recived my winnings today , sadly but you can put resolved . And F... you metaspins ty for money.

Dear zommeremonika,

Thank you for the confirmation. I understand that closing your account may not offer the most ideal user experience; however, I must emphasize that the casino is fully within its rights to close any customer account at its discretion, provided that all financial obligations have been met. I will now close your complaint.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

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 Rate Casino Guru (trustpilot.com). 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, 

Michal

Casino Guru