Metaspins Casino - Player's winnings confiscated and account closed due to unusual activity.

The casino confiscated $525 and closed my account stating "This action was taken due to the system has detected unusual login activity associated with your IP address and therefore we decided to leave the account closed." Only $230 was returned. I ask for your help to get an explanation from the casino. My attempts to get an answer are met with ignorance. I don’t understand what login activity we are talking about.

Dear kiravoknaj80,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

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.

Hello and thank you for reply.

Account registered at casino on 29.02,2024

I played slots only.

Winnings accumulated with bonus.

Hi kiravoknaj80,

• Could you please advise if you’ve completed the account verification successfully in the past?
• Is there any relevant communication that you could forward to petronela.k@casino.guru before we contact the casino directly?

Thank you.

They locked account before any verification. No I did not made verification as I remember.

Thank you very much, kiravoknaj80, 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 kiravoknaj80,

I'm Michal, and I have taken over your complaint. I have reviewed your 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,

Could you please provide us with a bit more detailed information on what unusual login activity associated with the player's IP address was detected that forced you to void the player's winnings and close their account? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Dear Michal,

After thorough examination of the case at hand, it has been established that the email provided for this player corresponds to an active account within our system. It appears there may be a discrepancy or misunderstanding. The account in question remains open and has not undergone any closure procedures. Our records indicate a single deposit made in December 2023, which was utilized on the same day and player has not been logged in since. Furthermore, we have neither confiscated any assets nor communicated any irregularities pertaining to login activities associated with the player's IP address to this account.

It is our belief that there may have been confusion with another casino, as our records do not indicate any discrepancies or issues with the account in question.

Should further information be necessary, please do not hesitate to contact us. We are committed to providing any additional details or clarification required to address this matter effectively.

Kind Regards,

Metaspins Customer Experience Team

Dear kiravoknaj80,

Do I understand correctly that you have more accounts at Metaspins Casino?

How did you get to that conclusion? I have one and only account at Metaspins with email kiravoknaj80@gmail.com. I did not make any deposits to Metaspinsw in December. It is a misinformation. I have quoted you the email I received back in March from Metaspins about confiscation of my money, something that they also deny. There is something wrong with this casino!

Dear kiravoknaj80,

You personally have provided this information to us:

Player ID: yauhen042@gmail.com

Player e-mail: yauhen042@gmail.com

The casino team previously mentioned this.

After thorough examination of the case at hand, it has been established that the email provided for this player corresponds to an active account within our system.

Although I'm awaiting further evidence from the casino team, it was established that at least 2 accounts appear to be linked to you with email addresses yauhen042@gmail.com and kiravoknaj80@gmail.com. Can you please provide an explanation for this?

Firstly, I want to clarify that I have only one account registered at Metaspins casino, which is under the email address kiravoknaj80@gmail.com. My concern pertains specifically to this account.

Secondly, I must explain that a friend of mine, who also plays at the same casino, offered assistance in raising this concern. In the process of submitting the complaint his email (yauhen042@gmail.com) was entered by mistake.

Thank you for understanding and sorry for inconvenience. 

Dear kiravoknaj80,

Can you please explain why your kiravoknaj80@gmail.com account and "your friends" yauhen042@gmail.com account apart from the occasional IP match have the same date of birth and certain address details? Additionally, how would you expect to pass the KYC and AML procedures when you have not provided or filled in all the correct personal details in your account that are required? I'm looking forward to your explanation.

Do you refer to the details at Casino.Guru? I think that I have explained it to you in my previous message. My casino account at Metaspins contains only my personal details (kiravoknaj80 email and other).

I think we should discuss what happened to my casino account and not a mistake which was done when the complaint at Casino.guru was submitted.

Dear kiravoknaj80,

I'm sorry if my previous post was not directly clear to you. Of course, I was referring to your Metaspins account(s), not your Casino Guru account.

Can you please explain why your kiravoknaj80@gmail.com casino account and "your friends" yauhen042@gmail.com casino account apart from the occasional IP match have the same date of birth and certain address details? Additionally, how would you expect to pass the casino's KYC and AML procedures when you have not provided or filled in all the correct personal details in your account that are required? I'm looking forward to your explanation.

Look, I don't understand why you decided that we have the same data at the casino. It is not true! We have completely different data, there is nothing in common between my address and date of birth and my friend’s data! This simply cannot be. My friend registered at the casino many months ago. My date of birth is 08/10/1980, and my friend’s is 12/18/1981. And if verification requires documents confirming my identity and address, I will provide them.

Dear kiravoknaj80,

After conducting a comprehensive review of both accounts, we have provided Michal directly with additional information and evidence concerning suspicious activities and violations of our terms, particularly in relation to section 8.1 regarding the association of multiple accounts with this player's casino account combined with our initial findings of suspicious IP activity and decision to terminate the account of kiravoknaj80@gmail.com and refund the deposit.

Should you, Michal, require clarification or additional information regarding this matter, please do not hesitate to contact us. We are readily available to provide further assistance and address any questions or concerns you may have.

Kind Regards,

Metaspins Customer Experience Team

Thank you for your response and the provided evidence, Metaspins Casino team.

Dear kiravoknaj80,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with similar IPs, and certain personal data. All of the accounts took advantage of the bonuses and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team informed me they had refunded your initial deposit, which seems like a fair thing to do. The casino team has acted according to its terms and conditions as mentioned above.

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.

Best regards,

Michal

Casino Guru