Bogus Complaint Metaspins not paying out $9500 in winnings

BubblyHorseaffa

Banned User
PABnononaccred
Joined
Mar 8, 2023
Location
Riga
7 March 2023 in the morning made deposit 420 USD (0.0189 BTC). Metaspins casino has 7.9 rating on casino guru, I thought it is established, growing and honest casino. I received 100% welcome bonus and played Nolimit City video slots. I played with a 5 USD bet accordning to welcome bonus terms and conditions. Suddenly I received a huge winning and my balance become approximately 9000 USD. I completed wagering requirements and made a withdrawal request 9500 USD (0.43 BTC).

After about 5 minutes I received email with title KYC and my withdrawal request was canceled. I followed link in email and made picture of my Passport and Selfie. Process went very fast.

I put withdrawal request again and after 10 minutes I received email quote

"We are contacting you on behalf of our Fraud team.

We have now closed your account related to this email address: *****@gmail.com, due to breach of our Terms and Conditions 8.1: Only one account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts.
Your withdrawal has been cancelled and your Balance confiscated."

I know this is NOT true , because Metaspins casino credit welcome bonus automatically. This means that Metaspins casino computer automatically checks IP address, computer device, person and household and credit welcome bonus to account.

If I breached one of these I would never receive welcome bonus.

This means Metaspins casino is SCAM company and not paying winnings to players.

My Metaspins Casino username is <snip>

I attach screenshot of my withdrawal request and emails I received from Metaspins Casino.
 
Last edited by a moderator:
Hi BubblyHorseaffa,

Welcome to the forum! IMHO this is a final decision. Follow the complaint process in their Terms. After that, if not successful, raise a PAB using the link in the menu and maxd and his team will help you greatly!

Hope you can have your winnings.
 
Last edited:
Hiya BubblyHorseaffa,

Unless you like having your identity stolen, try not posting usernames etc., in a public forum. This information will end up in the Google database within minutes. Just sayin'.
 
Hi BubblyHorseaffa,

Welcome to the forum! IMHO this is a final decision. Follow the complaint process in their Terms. After that, if not successful, raise a PAB using the link in the menu and maxd and his team will help you greatly!

Hope you can have your winnings.

Can You please explain what means raise a PAB using the link in the menu?
 
When you signed up in the forum, you should have received a PM that details how to handle posting complaints.

If you want to submit a formal complaint against a casino - it's called a PAB (Pitch a Bitch or Player ArBitration) depends on your school of thought.

The link has been posted in the thread already :D
 
When you signed up in the forum, you should have received a PM that details how to handle posting complaints.

If you want to submit a formal complaint against a casino - it's called a PAB (Pitch a Bitch or Player ArBitration) depends on your school of thought.

The link has been posted in the thread already :D
The forum is A+. Never been treated like this before. I would recommend you guys 1000x.
 
When you signed up in the forum, you should have received a PM that details how to handle posting complaints.

If you want to submit a formal complaint against a casino - it's called a PAB (Pitch a Bitch or Player ArBitration) depends on your school of thought.

Thank you for explanation , I followed the link and submitted a complaint
 
7 March 2023 in the morning made deposit 420 USD (0.0189 BTC). Metaspins casino has 7.9 rating on casino guru, I thought it is established, growing and honest casino. I received 100% welcome bonus and played Nolimit City video slots. I played with a 5 USD bet accordning to welcome bonus terms and conditions. Suddenly I received a huge winning and my balance become approximately 9000 USD. I completed wagering requirements and made a withdrawal request 9500 USD (0.43 BTC).

After about 5 minutes I received email with title KYC and my withdrawal request was canceled. I followed link in email and made picture of my Passport and Selfie. Process went very fast.

I put withdrawal request again and after 10 minutes I received email quote

"We are contacting you on behalf of our Fraud team.

We have now closed your account related to this email address: *****@gmail.com, due to breach of our Terms and Conditions 8.1: Only one account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts.
Your withdrawal has been cancelled and your Balance confiscated."

I know this is NOT true , because Metaspins casino credit welcome bonus automatically. This means that Metaspins casino computer automatically checks IP address, computer device, person and household and credit welcome bonus to account.

If I breached one of these I would never receive welcome bonus.

This means Metaspins casino is SCAM company and not paying winnings to players.

My Metaspins Casino username is <snip>

I attach screenshot of my withdrawal request and emails I received from Metaspins Casino.
Hi BubblyHorseaffa,

Here at Metaspins customer experience during their gaming journey with us is a number one priority, and we strive to deliver the best possible service to our players.

In order to achieve that our dedicated teams are working 24/7 to bring positivity, excitement, and entertainment into people's lives.

However, not everyone is registering with us to experience everything that we have to offer and try to defraud the project in various ways. By following our Terms and Conditions we have zero tolerance for such behavior.

As per our internal procedures and findings, your account was confirmed to participate in a multi-accounting and bonus abuse, which has triggered all relevant sets of procedures.

Unfortunately, due to all the gathered evidence, your accounts were disabled and fraudulent winnings were removed.

If in the future there will be more accounts created on your behalf they will be disabled upon earliest detection.

The decision is final and there will be no further communication regarding this case.
We appreciate your time and understanding regarding this matter.

Cheers,
Metaspins Customer Experience Team
 
@Metaspins - before posting as an iGaming rep, it is important that you follow the protocol here. First off, you need to request admission to the iGaming user group (this is all covered in your PM from Vortran when you signed up), and you also need to be aware of out standards for iGaming reps - which are located here:
Special Forum Groups

Please read that before posting any further. Thank you.

And it looks like this person has submitted his PAB already - you should be liaising with Max instead of posting.
 
Out of curiosity reading the above, I have a question regarding this scenario.

The customer deposits money at a casino. Casino does their due diligence, etc and subsequently 'gathered evidence, your accounts were disabled and fraudulent winnings were removed'.

So this professional company discovered fraud involving their accounts. Are they under a responsibility to report their findings to the police or other investigative authority for appropriate action to be taken? Or do they make the rules and sentencing under these kangaroo court conditions?

What happens if they confiscate the winnings/deposits - do they keep the money and in effect are in receipt of proceeds of crime (mainly in respect of the deposit)?

The casino/company have openly accused the player of fraud and attempts to defraud the establishment. The player denies this. Surely there is then a legal case for the customer to claim against the casino for libel and written defamation and as such, force the casino to divulge the evidence they have?

Sorry, just curious and am not siding with either party, just openly thinking of possible outcomes to this.
 
Wish players could take more direct action in cases like this, its so easy for casinos to confiscate winnings under the guise of
fraudulent play.This is a serious accusation,and should not be made lightly and with absolute proof, no other business
would dare to treat customers in this way.If they do attempt to keep the deposit,its straight theft and if full evidence
of wrongdoing on the players part is not forthcoming, witholding winnings is also theft.
 
Out of curiosity reading the above, I have a question regarding this scenario.

The customer deposits money at a casino. Casino does their due diligence, etc and subsequently 'gathered evidence, your accounts were disabled and fraudulent winnings were removed'.

So this professional company discovered fraud involving their accounts. Are they under a responsibility to report their findings to the police or other investigative authority for appropriate action to be taken? Or do they make the rules and sentencing under these kangaroo court conditions?

What happens if they confiscate the winnings/deposits - do they keep the money and in effect are in receipt of proceeds of crime (mainly in respect of the deposit)?

The casino/company have openly accused the player of fraud and attempts to defraud the establishment. The player denies this. Surely there is then a legal case for the customer to claim against the casino for libel and written defamation and as such, force the casino to divulge the evidence they have?

Sorry, just curious and am not siding with either party, just openly thinking of possible outcomes to this.

They’re not based in Curacao for shits and giggles. There’s minimal regulation (or none depending on which of the 4 master licenses they got), anyone can set up shop for €30000 and there’s no stated minimum bankroll. ‘Fraud’ is an easy way to boost or protect that bank, with next to none comeback.
 
We thank you for raising your concerns here. Unfortunately, due to security reasons, we cannot disclose our internal operational processes to identify fraud, however, we work closely with community representatives and provide them with relevant information regarding claims. Here you can see the results of our collaboration:

Online Casino Complaints Summary 2023 - Casinomeister
 
Ooops, my bad I guess, should have stated that the PAB had reached conclusion:
I have received detailed information from the casino people regarding your case. Contrary to your claims I do not believe that their evidence is faked and, in fact, it supports their decisions against you. We cannot support your complaint against the casino and do support the actions they have taken. Case closed.
 

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