Withdrawn: MetroPlay is confiscating player winnings, not addressing player complaints.

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Upgraded to "Withdrawn", see below for details.

As forum readers will know MetroPlay entered Casinomeister's Baptism By Fire process earlier this year: Metroplay giving it a go!

Shortly after that began a player filed a PAB regarding MetroPlay:

Firstly the casino paid out £4,485.50 in winnings to my bank account from play with a bonus.

These winnings were credited to my bank account, but then removed as a "correction". I phoned the bank and they confimed the casino had requested the payment be reversed ....

Secondly the casino has closed my account and withheld further winnings of £3,256. Their justification for this decision was:
Our analysis of your activity evidences that you employed a low risk betting strategy in order to meet wagering requirements. ...

We received that PAB on 25 February 2014. For the next four months this issue was bounced back and forth between the casino rep and I. There were always delays and "I'll get back to you" and through it all the best the casino could manage as a response was repeat the "low risk betting strategy" accusation, quote their Terms, and make vague reference to other players supposedly connected to this one.

On several occasions I asked for specifics to back up the accusations against the player. The rep thought the request was fine but no further response ever came.

The case dragged on, my request was repeated again and again and the best I ever got was a simple repeat of a previous response. At one point the casino security people apparently had some concerns about the PAB process but my repeated offers to discuss those concerns went unanswered.

So, here we are. I do believe the casino rep has worked with me in good faith on this but unfortunately the people within the casino that he needed to support him in his efforts do not seem to have been committed to the task. Four months is plenty enough time for them to find their way to getting this done and that hasn't happened.

Be Aware: MetroPlay is not cooperating on player issues insofar as being willing or able to substantiate their claims against players. Without that cooperation there is no way forward in terms of resolving player issues and that means player issues are DOA. As far as we know at this time players are on their own if they are having difficulties with the casino, there's not much we can do to help.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
To be fair the rep has tried again to address the PAB issue. We're discussing our final response to that but it doesn't change the fact that they've dragged their heels for four months. Whether the PAB is resolved or not that kind of non-communication is a serious issue in itself: the warning stands.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
In spite of the rep's efforts there has been no meaningful change in the casino's position on this case. Since their decision was apparently based on nothing more than evidence that the player played with "friends on Facebook" and used "low risk betting strategy" we could not support their decision and told them so. No response. As such I'm upgrading this to a full Warning:

WARNING: Players are advised to proceed with EXTREME caution if they choose to play at this casino. Confiscation of winnings happen without warning and may not be justified. Since the casino is uncommunicative there is little we can do to assist you if you run into such difficulties.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Recent press announcements have made it pretty clear that 666Bet recently bought MetroPlay:

However when we approached 666Bet to look into the numerous unresolved MetroPlay issues they replied as follows:
We are under the same ownership as Metroplay but operate as 2 separate companies.
Please direct all complaints regarding Metroplay to [email protected]

As readers will know by now MetroPlay Support is part of the problem here, not the solution.

Clearly players would also be wise to proceed with caution at 666Bet.com
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We've just returned from BAC in Barcelona where we had a chance to sit down with the new MetroPlay/666Bet people. They were happy to discuss this particular case in detail, with supporting evidence, and the bottom line is that MetroPlay had well and properly identified this player as part of a ring of fraudsters.

Based on this evidence we now support the actions taken against the player: the Warning is withdrawn.

I'll leave this here in the main Warnings forum for a few days so folks can see the upgraded status. After that it will be archived.
 
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