Metaspins Casino - Player’s winnings have been confiscated.

Hi, i was hoping to get some help from you guys, as more and more people have been encouraging me to pursue avenues for justice on my interaction with metaspins.

I won $80,000 on Blazing Wilds, and began to withdraw later in the day. I received no communication for about 5 days, so I followed up with the casino. They told me that I needed to go through a third party verification system, so I obliged.

Using my older phone, I went to the website, but received the error message a couple times to try and find better lighting because my Id details could not be read.

I contacted metaspins and asked what i needed to do and told them that in the meantime i would send over my documentation via email as i tried to navigate using a crummy phone to take a good resolution photo.

At 330 AM, I received an email with new links to use and some tips to get the photos uploaded through the system. Prior to being able to upload anything, i received an email at 4 am saying my funds were all being confiscated, they had reason to believe my documents were not real because i could not get a clear photo on their verification webpage. This decision was final, the account ws closed, and they would not respond ever again.

Once i woke up, I sent over very clear photos to verify my address, including id front and back, selfie, passport, selfie, and even a video selfie with the aforementioned documents.

No response. Just took $80,000+ from me with no justification whtsoever. All my documents can be verified, and its just a complete and total joke. They were looking for the first loophole possible to avoid paying out my winnings.

Ive included the limited emails with the staff, exactly as ive explained, and also copies of all the verification photos that they were sent that they refused to acknowledge.

Hello crptoed3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Metaspins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Can you please forward the documents to nikolas.b@casino.guru (the ones rejected by the casino and the new ones too)?

Looking forward to your answer.

Regards,

Nick

Nick, thank you for your reply. This occurence was a couple months back, and at the time I took the information with the assumption that the casino was not reputable, and I began saving money to acquire legal counsel to pursue this casino/winnings.

It was just recently that I was introduced to your website, and at the advisement from several buddies, i decided to reach out to you.

There have been zero documents approved, because zero documents were ever successfully submitted. I was asked to complete kyc through their third party provider. Due to my low quality phone, the website told me that I needed to try with better lighting because the details were difficult to discern.

I reached out to metaspins asking for help, and was informed that the photo had not been approved because of the blurriness of the photo and they reccomended that I try moving the camera closer. Thirty minutes later before i had even attempted to complete, i received a followup email letting me know my account was closed and winnings confiscated.

I was dumbfounded because again, I never even successfully was able to get a single photo uploaded to their website. After reading this update, I sent them copies of everything through email to make sure that this decision was not made. They never responded and their last email said no further discussions would take place about it.

These are the documents that I sent them, and I am willing to pursue any legal avenues necessary to prove that those are my valid, legal forms of identification, and have never had any issue whatsoever. All they needed to do was allow me time to try and resubmit or to submit an alternate document like my passport. The following documents were sent after they move to close my account.

Hello crptoed3,

Thank you for the documents provided. I can see that the selfie with the ID is a little blurry but it still should not be a reason not to allow you to verify again. Before we would move forward, can you please send the communication between you and the casino as well?

No problem. To be fair to the casino, I can understand if they wanted some reassurance with a better camera. And I would have had no problem with that request. However, that option was simply never afforded to me. So even when I did send all 8 photos, selfies, documents etc, I was already past this random cut off where "they will not respond to any further communication"...

To be honest, after all this time, I'm willing to be reasonable and find a fair middle ground just to resolve the situation. And if they would prefer my business is taken elsewhere, that's no problem after getting this resolved. But what I can't do is allow them to take (balance was closer to 100,000 EURO) bc the third party verification system was being finicky with my ID, and they decide that my information is not accurate when it's clearly public type information that can be validated as genuine in a number of different ways.

I'll send over my email interaction with them to the previously aforementioned email.

One last request if possible, I've seen a lot of these requests seemingly shooed away by the casinos with a final verdict of "the casino provided information saying it believed the documents were not valid, so the case has been closed." --+ it's a significant amount of funds and the casino has no photos/information that you won't have seen. So id really appreciate your doggedness in trying to get this resolved where I can avoid dealing with this unknown Curacao gaming and equally unknown totally legal cost put upon me by my retained counsel.

Thanks again, I really do appreciate your help and the service you guys offer

And to be clear, I followed up via email saying that I was happy to complete the process using my passport if they would simply send me the secure login once again, and they chose to not afford me that option to easily resolve this ordeal. Not sure what else I can possibly do to ease the casinos concerns

Any feedbck on this? Going on 5 days so just making sure it didnt get lost amongst the other things you guys are working on

Thank you crptoed3 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok, so branislav is contacting the casino. As previously mentioned, I've got more than enough documentation to verify my identity, I just wasn't allowed the opportunity. But it's all readily available to be confirmed as my genuine identity documents. I've also reached out to the casino independently in the last few days trying to come to a fair settlement on this matter, but once again, I've received zero reply

The case summary is not correct. I was asked to present documentation through their third party verification, but was unable to get the website to allow me to upload my ID because of a glare and poor lighting due to my terrible cell phone. I never uploaded any documentation successfully to their third party verification site prior to my account being closed.

The clear documents that were submitted were what I sent in mass via email after I received the email out of nowhere saying my account was closed and money was seized, and that they would not respond to any further messages.

I told them I was happy to submit my passport or driver's license if they could give me the link to verify, and they refused ro respond. I never was given a chance to actually get my information uploaded to be verified by their third party verification.

Is anybody over there able to assist on this one? The timer has expired waiting on casino Guru to review, so I'm not sure what I need to do now

Hello, crptoed3,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Metaspins Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

The reason listed via email was fraudulent identity document. And it's absolutely mind-blowing being told my government issued ID is somehow causing this issue. But I've gone to the lengths of offering to submit my ID, my driving license, and passport to clear up whatever confusion that exists, but they just stopped answering.

Most importantly, they came to this conclusion without me ever successfully uploading any documents to their third party website. Due to glare and poor lighting, the photo was not being read properly. I tried twice but my phone is very low quality. After asking for help, I was told my account was closed and money confiscated.

Even recently, my attorney and gaming Curacao both recommended I try reaching out to them with a fair middle ground to resolve the issue prior to moving forward with any litigation. I'm happy to work something where both parties are content and can move on. But again, this is met with no responses whatsoever

I understand, crptoed3. However, if there is a problem with photo quality, why did you not simply try to use a better device/camera to make and upload those photos? Or, since it is possible that a 3rd party system refused to accept your photos (quality or signs of editing - also cropping is considered editing) for some reason, I have another question. Is it possible you edited the documents/photos you tried to upload somehow? If am I not wrong, these 3rd party tools/systems/apps can detect it, and it may be a reason for refusing.

I am already in contact with the casino outside the thread and waiting for the requested details.

Thank you for your patience and understanding. I believe I get back with news soon.

I did not get the opportunity to use a better phpne or camera. I tried the first time and I was told there was poor lighting. I tried a second time with the same issue. I then contacted Metaspins and asked for help. They sent me a new link. Before ever even getting back to the website with a different device, I was notified my account was closed. And again, I repeatedly offered to submit whatever was needed including passport and drivers license as additional verification.

They looked for the first opportunity where there was any sort of loophole to avoid paying the player, and they jumped at it

Why is it that they will continue the dialogue outside of the platform, but avoid the public interface afforded on this site?

There are countless ways that I can easily verify who I am. I have old licenses, current licenses, passport, id card, they can call me, they can send me a letter, they can stop over at my house....

Yet, they eagerly close my account and take my money at the very first opportunity. Like someone getting their way in an argument by closing their eyes, and plugging their ears. That way they can't be forced to explain anything.

Again, id be happy to come to a fair, reasonable middle ground and move on

Otherwise, I encourage Metaspins to come to this platform, where I will post every piece of identification I have for everyone to see, and let them explain why my documentation caused my account to be closed.

If they will do it to me, they will do it to anyone.

Dear crptoed3,

The casino representative provided sufficient details and evidence confirming the casino's decision.

We are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse, and use of 3rd party identity/modification of official documents, which makes KYC/verification impossible (mandatory for withdrawing anything from a casino account). Last but not least - providing incomplete/misleading information during the complaint resolution process - your attempts to upload documents on the 3rd party verification link happened differently than you claimed.

The casino acted in accordance with its terms and conditions, which you accepted upon registration(s).

Although only outside the thread - thanks to the Metaspins Casino Team for providing information and for their cooperation!

Best regards,

Branislav, Casino.Guru