Metatokens Casino - Player's withdrawals are delayed and account access is restricted.

Hello. I initially won $1500 at the casino. They didn't withdraw the full amount and told me to request withdrawals of up to $500 at a time. They ended up sending me $300. After that, things went quiet. They said they review requests manually. So, I played some more and won around $3200 - $3400, I can't exactly remember. They sent me another $300. Then, for a week, there were no withdrawals, and when I raised the issue in the mtk chat, they told me I needed to complete KYC procedures. I did so, and then they informed me that my daily withdrawal limit was $150. They sent $150 for two consecutive days and then there were delays again for about two weeks. I increased my loyalty level to 10, and support told me that with a level 10 loyalty, the daily withdrawal limit increases. My daily withdrawal limit went up to $200 per day. However, they didn't process withdrawals daily, only once or twice a week. After two months (during which I messaged support every day, chatted on Telegram, and contacted support on Telegram but received reluctant responses, saying they had some delays and didn't know when they would process withdrawals), I had $3200 left in my casino account. For the past month, they haven't processed any withdrawals. They blocked me in the mtk chat. The support button in the casino itself is inactive. I can't click to contact support! The support on Telegram replied to me after a week, and only answered one out of many questions. They didn't even mention the withdrawals, only saying they're working on the support button. I was playing through the Telegram app. ID 889938 - казино

Dear AmaDarkBro,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve encountered with your withdrawals and communication with the casino. To better understand the situation and assist you more effectively, I’d like to ask for some additional details:

• Could you provide more information on whether the casino has given any formal explanation regarding the delays in your withdrawals beyond the manual review and the KYC requirements?
• You mentioned that your daily withdrawal limit increased to $200 after reaching loyalty level 10. Could you clarify if this limit was communicated to you in writing or if it was part of the terms and conditions of the casino?
• Have you been able to access any part of your account or contact support since the support button became inactive, or has there been any improvement in communication via Telegram since then?
• Could you confirm the exact amount remaining in your account now, if possible, along with any recent communication from the casino about the status of your pending withdrawals?

Please also note that casinos often have specific terms regarding withdrawal limits, and this could be related to your current situation. However, it is important that they respect their stated timelines and limits. When I checked the casino's terms and conditions, this is what I found (here):

If you have any screenshots of your conversations with support or additional documents (such as withdrawal requests or any confirmation emails), please feel free to forward them to petronela.k@casino.guru. These will help us when we contact the casino to understand what’s causing these delays and whether they are in breach of their terms and conditions.

Your cooperation is essential for us to move forward with your case. Without your input and the necessary details, we won’t be able to fully investigate the matter.

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

Dear AmaDarkBro,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional player's comments:

Sorry for not responding. No notifications came..

1. the casino made only two withdrawals and then requested KYC, after which it made 1-2 withdrawals per week with delays. It happened that one withdrawal every two weeks. Withdrawals according to the daily limit are $200. That is, if there was a withdrawal, then only $200 - no more .
2. The limit was communicated verbally. Telegram support wrote that I have a limit of $200 per day.
3. No. The support button is still inactive. They don't answer in my telegram. I wrote from two other telegram accounts and only there they answered "Wait" - and then they don't answer.
4. the exact amount on the account is $3253.76 Well, they have dollar staking. That is, if the money is there, they add a little more to the balance. The initial amount that remained on the balance is $3200. The rest was staking. I don't need it in principle, but since they don’t withdraw money, it is credited automatically.

Now I'll send you all the screenshots that I've collected during this time. To your email.

Thank you very much, AmaDarkBro, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you AmaDarkBro for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Metatokens Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Did you send them a message!? Why are there no payments!?

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.

How can I contact them? If the mail button is not active in the casino, only telegram - and they do not respond there.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter