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