HomeComplaintsMetaspins Casino - Player’s repeated withdrawal leads to loss.

Metaspins Casino - Player’s repeated withdrawal leads to loss.

Amount: €224

Metaspins Casino
Safety Index:High
Submitted: 15 Apr 2024 | Case closed : 03 May 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

6 months ago

The player from Spain encountered an issue when he tried to make a withdrawal through a rented Bitcoin wallet. After an initial error, the casino had processed two withdrawals which resulted in a loss of €223.48 and had refused to take responsibility. Upon further investigation, it was discovered that the player had multiple accounts with the casino (at least 2 other accounts besides the 2 that he admitted), where the casino's welcome bonus offer was abused, which was a breach of the casino's terms and conditions. In addition, there was not an error, but the player mistakenly requested 2 identical withdrawal requests. However, based on the information from the casino regarding another of the user's complaints, the transaction was tracked and it showed that both identical withdrawals were successfully processed by the casino in one transaction. We had concluded that the casino had acted correctly and the complaint was closed as unjustified.

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7 months ago
Translation

I attempted to make a withdrawal using a rented Bitcoin wallet, which requires you to specify the amount of Bitcoin you're transferring.


I withdrew €223.84, but after pressing the button I received a withdrawal error. Despite this, I pressed again and the payment gateway mistakenly processed two withdrawals, which can be easily verified as they share the same HASH.


I lost €223.48, and the casino did not take responsibility for their error.

Automatic translation:
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7 months ago

Dear luissoy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

  • Has your casino account been successfully verified in the past?
  • Just to clarify, did you intend to withdraw once, but it appears that two withdrawals were processed, and one of them is now missing?

If there is any relevant communication between you and the casino that might provide insight into this issue, please promptly forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela


Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.


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7 months ago
Translation

Hello!


Has your casino account been successfully verified in the past?

Yeah

Just to clarify, you intended to make a withdrawal once, but it seems like two withdrawals were processed and now one of them is missing?

Exactly, I went to withdraw only once but due to the platform's error it was duplicated, which is why they have the same HASH and the same withdrawal amount. Obviously the wallet to which I withdrew is not responsible since in their terms and conditions they strongly insist that you have to transfer the fair funds that you want to receive.

Automatic translation:
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7 months ago

Hi luissoy,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.


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7 months ago
Translation

No, you can ask the casino for proof without problem

Automatic translation:
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7 months ago

Thank you very much, luissoy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Edited by a Casino Guru admin
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6 months ago

Hello, luissoy,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, I have a few questions for you.

A while ago, I replied to a different complaint submitted to the same casino, which was submitted with almost the same player email address as your complaint.

Since it seems like too much of a coincidence that 2 different players at 1 casino who should not be linked in any way have email addresses with the same personal details (look like name and surname) and differ only in a few last letters, can you please somehow explain it? Do I understand correctly that you have more than 1 account at the casino? If so - what was the activity on your disputed account and what was the reason for opening more than 1 account at Metaspins Casino?

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6 months ago
Translation

Hello, after this problem, I closed this account, and at the same time I opened a new one to continue playing

Automatic translation:
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6 months ago

Did you receive any confirmation from the casino about the closure of the account in question and permission to open a new one? It is not the usual way how to solve issues with accounts at the casino, and casinos do not give permissions for such action as standard.

Can you please provide me with communication with the casino where they informed you that you are allowed to open a new account after the closure of this one? (Feel free to forward it to my email address - branislav.b@casino.guru).

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6 months ago

Dear luissoy,

There is no need to invite the casino to the thread at this point, and it is obvious why you have not replied or provided me with the requested.

After gathering all the necessary details and evidence from the casino regarding another linked complaint, we are closing this one as unjustified due to breaching the casino's terms and conditions in several ways - you can find more details regarding our ruling HERE, in my last post.

In addition, the transaction which this complaint is about is publicly trackable, and the tracking link shows that although YOU made a mistake and requested two identical withdrawals at the casino, the payment was successfully made on the casino's side, and in the amount of both withdrawals together.

The casino acted correctly regarding all your linked accounts and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, as was advised in your other complaint, which was also closed/rejected a while ago. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

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