RESOLVED: Metaspins Casino NOT pay 9500 USD winnings

Last post made 20 days ago by BubblyHorseaffa

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  • 7 March 2023 in the morning made deposit 420 USD (0.0189 BTC). Metaspins casino has 7.9 rating on *****, 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: *****, 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 B****eaffa

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


    / 5

  • Hello BubblyHorseaffa,

    Thanks for reaching out to us. We will notify Casino Rep regarding this matter in order to help you to resolve this case as soon as possible.

    Keep you posted.

    Thank you.

  • 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.

    Metaspins Customer Experience Team

  • Dear Metaspins Customer Experience Team

    I have only one account in Metaspins casino. My account was registered at home on my personal computer. In my household only I have access to my computer and I have only one computer and one mobile phone which i used to complete KYC.

    I registered only one account in Metaspins casino.

    I did not use VPN, my computer was connected to local internet service provider SIA BITE.

    "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."

    I am 100% sure that I have registered only one account at Metaspins casino.

    Please provide evidence that my account was confirmed to participate in a multi-accounting and bonus abuse.

    Thank you


    / 5

  • Hello BubblyHorseaffa,

    We are also waiting to receive proof of your account from Casino Rep.
    As soon as they send to us, we will let you know.

    Keep an eye on this thread.

    Thank you.

  • Hello BubblyHorseaffa,

    Casino Rep sent us the evidence, we reviewed everything and came to the conclusion that you opened multiple accounts from the same computer and the same IP address.

    We will consider the appeal unfounded and mark it as Resolved.

    Thank you for your understanding.

  • Hello Metaspins representative and Berks

    Metaspins You guys are awesome at photoshop. Providing fake logs.

    Nothing more I can say.

    Thank you for Your time.

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