RESOLVED: Metaspins Casino NOT pay 9500 USD winnings

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: *****@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 B****eaffa

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

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.

Cheers,
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

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.

Hey i just wanted to say i am sorry this happened to you. I can somewhat relate. I also was accused of multi accounting by Metaspins. They said my ip address was associated with a random email address I have never seen before. I had received a promotional bonus that wasn't working, and got in touch with support. They came back with this fraud alert story. I was in complete shock at first. I had never been accused of multi accounting or bonus abuse. It just really makes me upset that the ratings this casino has, when you KNOW YOU ARE INNOCENT, it means that the casino is taking advantage of so many other players. I challenge an actual winner of Metaspins Casino to step forward. 

Challenge accepted

I noticed the OP said he didn't use a VPN, I understand that wasn't the issue they were claiming.   I checked out this casino and  I got this message that poped up. 

'Did we mistakenly locate you in United States of America 🇺🇸?

Consider using a VPN if you haven't done so. This way you can securely connect to the correct location and play safely and hassle-free."   

It seems to me they are allowing/encouraging VPNs, can someone confirm that's the case?    

The OP  also claims the casino doctored evidence is there any merit or debunking of that claim?   I see someone else  said they were wrongly accused of multi-accounting. How can one prove they were not multi-accounting?

Hello AxelWolf,

We will reach out to Casino Rep and ask if it's allowed to use VPN on their site, and when we find out we will get back to you.

Regarding the evidence that Casino provided us with about multi accounting, we can assure you that we have reviewed all the proofs and concluded that unfortunately the player really has a duplicate account, which is considered a violation of the T&C.

Thank you.  If the support comes back saying they don't allow  VPNs then they should remove the pop-up encouraging their customers to do so.   

Hello AxelWolf,

We are glad that your concerns has been determined. 

We will mark this case as Resolved.

Did they get back to you regarding the use of VPNs? 

Hello AxelWolf,

Unfortunately we are still waiting for an update from their side regarding this matter. Once we hear back we will let you know.

Thank you.

Hello AxelWolf,

Unfortunately we are still waiting for an update from their side regarding this matter. Once we hear back we will let you know.

Thank you.

Hello AxelWolf,

Casino Rep got back to us and said that they usually recommend users to turn ON VPN to make the connection stable. 

Hope this will help.

Thank you.

How does a VPN make the connection stable? From everything I know using a VPN does the opposite of making your connection stable. 

Hello AxelWolf,

That's the information we got from the Casino, and we hope it's exactly what they said. The most important thing is that the VPN does not affect the possible withdrawal of money.