Good evening!

Today I have registered at Metaspins crypto casino. Made deposit 417 USD (0.0189 BTC), after deposit was completed I received a 100% welcome bonus on my deposit. I played slots provider Nolimit City with a 5 USD bet (maximum allowed bet with active welcome bonus) and got a huge win around 8500 USD in total. After I completed wagering requirements I made a withdraw 9500 USD (0.43 BTC) - screenshot attached. After about 5-10 minutes I got email to complete KYC process (Know Your Customer) with a link. I completed (made a photo of my document and selfie using my iphone)and made a withdraw again. After about 5 minutes I received email

Dear player,

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.

You can read our complete Terms and Conditions here : https://metaspins.com/info/terms-and-conditions

I have replied to this email as soon as possible , but unfortunately not received any reply.

I have registered in Metaspins casino for first time and I was not registered in any crypto casinos at all, this is my first cryptocurrency casino.

I attached screenshot of my winnings and email I received from Metaspins Casino.

Dear Casino Guru team hope You can help me in this situation

Thank you.

Hello BubblyHorseaffa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Metaspins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please when did you register into the casino? Did you claim any bonus in the casino? Does the e-mail they claim to be duplicate your address? How much was your exact balance when your account got closed? When was the last time you spoke to the casino and what was it about? Did they send you any kind of evidence of having multiple accounts?

Looking forward to your answer.

Regards,

Nick

Could you please when did you register into the casino?

7 March 2023 at 11 AM Latvian local time.

Did you claim any bonus in the casino?

Yes , welcome bonus is credited automatically to all user who register for first time.

Does the e-mail they claim to be duplicate your address?

No, it is unique address

How much was your exact balance when your account got closed?

0.43009599 BTC or appoximately 9525 USD

When was the last time you spoke to the casino and what was it about?

I wrote email to Metaspins Customer Experience Team , telling them that I first time registered in this casino and did not register and account before and asked for help. After approximately 4 hours i received reply

Hello BubblyHorseaffa,

The final decision have been made with our investigation team as they completed the investigation, and your account will remain closed.

Kind Regards,

Metaspins Customer Experience Team

Did they send you any kind of evidence of having multiple accounts?

No evidence, just email.

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.

Dear Casino Guru team

Please also check the authenticity of the logs (evidence) they sent, seems like Metaspins casino has sent fake logs to another forum.

Looks like paid some money to photoshop specialist.

We are currently gathering evidence from the casino and will let know the out come as soon as possible.

Thank you.

Waiting for Your resolution.

Hello BubblyHorseaffa,

The casino forwarded us evidence regarding your case showing that there has been multiple accounts having the same activity from the same location and devices as you do.

Unfortunately, as there is multiple evidence of that, we are forced to reject the complaint as the casino has right to close your account in such cases.

As it would be only a matching IP, we would argue with them but there were other similar activities across the accounts.

Is there anything else we could assist you with? If not, the complaint will be closed.

Hello.

Metaspins casino clearly is doing shady business by asking a player accused of multi accounting to do KYC procedure, and once he was able to do that, accusing him of multi accounting.

It's very easy to change the IP in the database and then provide a screenshot of the login. Metaspins casino could fabricate a fake login attempt within minutes, as well as change players password, login time and everything else, so asking for a screenshot the DB, or a log file, would make no sense.

I'm warning everyone who reads this complaint that there's a high chance Metaspins casino block Your account (multi account reason) , manipulate with evidence and NOT pay out Your winnings.

Thank You.

Hello BubblyHorseaffa,

Unfortunately we do not have a full insight into the casino's data and the decision has to be made based on the proof we gather from both player and the casino. We had multiple evidences which were manipulated and we are trying to look at them as close as possible. However this was not the case and the casino provided acceptable evidence to us.

You can always try to contact the licensing authorities as they have access to all the casino data. The complaint will be now closed for the above mentioned reason.

Best regards,

Nick