Metaspins Casino - Player seeks refund for gambling loss.

Hello team casino guro

I am writing to formally request a refund of my recent deposits due to your platform’s failure to take appropriate action after I explicitly informed metaspins support team about my gambling addiction.

contacted your customer support as shown in the attached chat screenshots) and clearly stated that I am struggling with gambling problem and addiction. I requested that you impose a loss limit of $500 per day or implement restrictions on my account to help me manage my gambling behavior. However, my request was denied, and no preventive measures were taken. As a direct result, I lost $2,000, which could have been avoided had you acted responsibly.

According to widely accepted responsible gambling regulations, online casinos are required to implement measures to protect vulnerable players, including those experiencing gambling addiction. Specifically:

The Gaming Control Board (GCB) enforces strict responsible gambling regulations, ensuring that operators implement self-exclusion programs, provide responsible gambling tools, and take immediate action when players indicate addiction-related concerns.

The UK Gambling Commission (UKGC) mandates that operators must intervene when there are signs of problem gambling and provide self-exclusion and deposit limits upon request.

The Malta Gaming Authority (MGA) requires licensed operators to ensure responsible gambling tools are in place and to take action when a player reports gambling-related harm.

Therefore, I formally request a refund of my $2,000 loss, as it resulted directly from your failure to act upon my responsible gambling request. If this matter is not resolved promptly, I will escalate the issue to relevant regulatory bodies such as the Gaming Control Board (GCB), the UKGC, the MGA, and consumer protection organizations.

Dear Metol1,

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

I checked the responsible gambling section of the casino and found this:

20.1 We want You to enjoy your experience on our site, while remaining aware of the social and financial harms associated with problem gambling. You understand that when You are playing games of chance that involve money, You can also lose money. Gambling can be addictive.

If You wish to apply a limit through customer support, You may do so by contacting support@metaspins.com stating your reasons. The implementation of a limit requested by email is not immediate. We are not responsible to refund any funds lost between the period the limit was requested via email and the time it was processed by us. Your limit is only to be considered applicable upon your receipt of confirmation from customer support. For a limit to take effect immediately, please contact our Live Chat.

20.2 Self-Exclusion - Should You need to take a break from gambling with this Website You may do so by contacting support. Self-exclusion means that your Player Account will be closed for the specified period. Self-exclusions may be for a definite period or a permanent one.

If You wish to perform a self-exclusion through customer support, You may do so by contacting support@metaspins.com stating your reasons. The implementation of a self-exclusion requested by email is not immediate. We are not responsible to refund any funds lost between the period a self-exclusion was requested via email and the time it was processed by us.

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

• Have you requested self-exclusion from the casino due to gambling problems?
• Could you please specify when exactly the communication between you and casino support takes place?
• Did the casino allow you to play further after it took place?
• Is your casino account currently accessible to you?
• Have you requested a refund from the casino due to failed player protection already? With what result?

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