Metaspins Casino - Player's account terminated due to alleged bonus abuse.

hi

my name is ELINA

i registered metaspins casino 3 february 2024.

After I made deposit in cryptocurrency TRX i received welcome bonus.

I played slots and after wagering was completed my total balance was 35701 TRX.

Metaspins casino requested to complete KYC process (Know Your Customer).

I have uploaded my document, selfie and bank statement.

After that Metaspins also asked more questions, i answered all questions.

Finally i received email from Metaspins:

"We regret to inform you that, due to your failure to provide the necessary documents and explantions, we consider your verification process to be unsuccessful. Furthermore, after conducting an investigation, we have made the decision to terminate your account and retain winnigs. We have gathered sufficient evidence to believe that you have violated clauses 10 and 14.5 of our Terms and Conditions by associating with other players with the intention to abuse our welcome bonus offer."

I have provided all necessary documents and explanations, but Metaspins decided to terminate my account.

please help

Dear metaspinsplayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Metaspins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (which slots, bet amounts)
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used TRX to deposit in other online casinos in the past?

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,

Tomas

hi Tomas

What games did you play to accumulate your current balance in the casino? (which slots, bet amounts)

I played game Ice Ice Yeti with bet 5 USD bet and lower amount bets

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

NO, impossible.

Have you used TRX to deposit in other online casinos in the past?

Yes, I use this wallet for online gambling, I used this wallet to deposit VAVADA casino and BSPIN casino.

Thank you very much, metaspinsplayer, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Hello metaspinsplayer,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Metaspins Casino representative to join this conversation and participate in resolving this complaint.

Dear Metaspins Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Metaspinsplayer,

At Metaspins, our primary aim is to ensure every player enjoys the finest gaming experience possible.

It is with sincere regret that we must inform you of the closure of all your accounts due to a violation of our Terms and Conditions. Please note that you have been previously notified of the reasons for this via email.

Kind regards,

Metaspins Support Team

Dear Metaspins Casino,

Could you be more specific, which terms has the player violated?

I'll be awaiting your reply.

Dear Stefan,

we regret to inform you that the account above has been terminated. After a thorough investigation, we have found evidence indicating a violation of our Terms and Conditions. It appears that there was the association with other players with the intention to abuse our Welcome Bonus offer.

Dear Metaspins Casino,

We cannot investigate further until you provide us with the exact terms which were violated.

I am looking forward to your response.

Dear Stefan,

as per check, the account was closed due to the violation of the following clauses

TaC link: https://metaspins.com/info/terms-and-conditions

10.1 The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

10.1.1 participating in any type of collusion with other players,

10.1.2 development of strategies aimed at unfaithful winnings,

10.2 The Company reserves the right to terminate the player account and suspend all payouts to the player. This decision is at sole discretion of the Company and the player will be informed via phone or email based on the contact details provided at registration. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player.

10.3 The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino offers or other promotions agrees that the Company has the right to void bonuses and any winnings from such bonuses, included but not limited to the reasons of:

10.3.1 creating more than one account in order to get advantage from Casino promotions;

14.5 If we have reasonable grounds to suspect that a Bonus is being claimed by or for the benefit of the same person more than once or by a group of people acting in concert then it may withdraw the availability of any Bonus or all Bonuses to that customer or group of customers and/or void any wager funded by the Bonus and remove any winnings from such wager.

General bonus T&C:

A bonus is only valid once per Account/household/IP address/device. Should we have grounds to link two or more accounts together where bonuses or benefits have been claimed, we reserve the right to cancel any related transaction, any bonus or any other promotion without prejudice to any other action. 

Let me know if you have further questions,

Metaspins support team

Hello metaspinsplayer,

I have reviewed the evidence provided by the casino representative. Could you state why your account was used with six other accounts on the same device?

I am looking forward to your response.

Dear metaspinsplayer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi

This is absolutely impossible.

Only I used my personal laptop to play.

Other person has no access to my laptop.

Hello metaspinsplayer,

The casino has provided us with the evidence. The proof of multiple accounts on the same device says otherwise. Could you comment on this?

I'll be awaiting your reply.

Hi Stefan

The casino has provided us with the evidence. The proof of multiple accounts on the same device says otherwise. Could you comment on this?

This is absolutely impossible.

Hello metaspinsplayer,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created, the same device used and the first deposit bonuses used, which is considered fraudulent.

The casino acted correctly and within its terms and conditions.

Sorry that we could not help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Metaspins Casino, for providing information and your cooperation.

Best regards,

Stefan, Casino.Guru