Metaspins Casino - Výhry hráče byly zabaveny kvůli duplicitní IP adrese.

Metaspins confiscated my money which was a total of $4000. My brother-in-law recommended metaspins to me since he said they had quick withdrawals so I signed up. I deposited around $4100 over 2 days and finally was able to make it all after my last $600 deposit.

After pressing the withdrawal button for the $4000, it immediately said your account has been closed. I then received an email saying there's only one account per IP address allowed and that my funds have been confiscated. My brother-in law has used my wifi on his account and that's it, ITS TWO SEPARATE ACCOUNTS.

When I went to explain this they shut me down by saying "This is a final decision and there will be no further communication on this matter" These guys are huge scam artists and manipulate people with their shoddy terms and services.

Dear player11,

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 to make sure I understand the whole situation completely.

Have you accumulated your winnings with or without an active bonus?

Could you please advise if you passed the KYC verification? Is your brother-in-law’s account verified?

Have you used your own payment method when you deposited in the casino?

Have you and your brother-in-law used separate devices when playing in the casino?

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

Best regards

Veronika

Hi Verkonika, no bonus was claimed. There was never one instance where they asked me for kyc. I even asked them to do much as proof that I only have 1 account and they refused to reply. My brother in law was never asked to do kyc either.

Yes I used my own payment method (bitcoin).

Yes separate devices were used.

Do I understand correctly that the account of your brother-in-law has not yet been verified, but he already made several successful withdrawals from the casino?

Could you please advise how many times approximately did your brother-in-law use your wifi for playing in this casino? What kinds of games did you both play? Were those games the same or were they completely different?

Dear player11,

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.

Yes that’s correct, they did not ask for verification for my account and my brother in laws account. We both played blackjack, he also played a little bit of slots.

Thank you for your reply. Could you please tell me if you and your brother-in-law share the same household?

No we do not.

Thank you very much, player11, 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 player11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Metaspins Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Dear player11, I have been in contact with a casino representative and was shown thorough evidence of abusive behavior from your side. Both accounts used the same password and both accounts played the same games which has proven both accounts to be operated by the same person, which goes strictly against the casino's T&C and gave them the right to terminate the account in question while retaining the winnings. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.