Metaspins Casino - Player’s account is closed due to device issues.

Hello i made a account in Metaspins and played couple slots till i found intresting slot where alot of people won previously and tried it out , i managed to win Grand 357 dollars and the next moment my account was banned with reason - many devices . Like i had my phone which was stolen after partying in local club , then i bought new one and keep playing because i had left balance there , i really didnt knew that it is federal crime to take new phone and play in casino.

Its really upsetting that this type reason you are getting pergamenta banned , casino Franchise should be - Lost your phone? Dont even think of getting new one , BECAUSE you will be Banned! Its a joke!

I had done full KYC and everything was good and legit.

Dear krinkelsmartins,

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. 

• Could you please confirm that you used the same casino account on your old and new phone?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello Kristīne and casino guru i played without bonus and when i made my account with my "old phone which got stolen at club" i didnt play anything because i didnt make deposit yet , so afterwards i had to buy a new one and start from 0 everything unfortunetly , even if i had played i dont know how i could prove it. Būt here is money i won with this phone and got banned instantly .

Thank you for your reply, krinkelsmartins. In your initial message, you say "i bought new one and keep playing because i had left balance there" and in this message, you claim you didn't play because you didn't make any deposits. Please clarify.

Hello ,I made deposit on my old phone ( somewhere around 23:00PM ) phone that i lost while being at club . So i went to club and it only makes sense that normal human being wont be playing slots while being in public.

Then i realizēt i have my phone lost but funds were still on that account in metapsins

Please clarify if you used the same casino account on your new phone or if you created a new one.

Also, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello , Yes i used the same account i didnt make new one , they just send me 1 email and thats all

Based on these messages the casino accused you of having multiple accounts, not of using one account on two devices.

So, before we move on, could you please confirm that you created and used only one account at this casino?

Yes i can confirm that i created only 1 account!

Maybe you can just ask Metaspins the casino who is banning all players without reason ? And let then prove that i hade more than 1 account . Ill wait.

Thank you very much, krinkelsmartins, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear krinkelsmartins,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Metaspins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Metaspins Casino,

Could you please provide detailed information regarding this case? I would appreciate it if you could share any relevant supporting evidence for the allegations of creating multiple accounts, sending it to my email address at jakub.m@casino.guru. Thank you!

Thank you in advance for your response!

Best Regards,

Kubo

Dear krinkelsmartins & Kubo,

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 8.1

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

We trust this clarification provides insight into the circumstances at hand and we have sent relevant supporting evidence to your email, Kubo.

Sincerely,

Metaspins Customer Experience Team

Dear Metaspins Casino,

Thank you for providing the evidence.

Dear krinkelsmartins,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence strongly suggests that your account is associated with other accounts that were created or accessed from the same device or location. Creating multiple accounts to exploit bonuses and games is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best regards,

Kubo