Metaspins Casino - Las ganancias del jugador fueron confiscadas.

I used the welcome bonus on this site and won a lot of money. I think it was about $13,000 in total.

When I requested a withdrawal, I was asked to verify my identity, which was also promptly handled.

When I was reviewing Metaspins, they brought up two email addresses and asked about my relationship to them.

However, I had no recognizability in any of the email addresses provided, answered honestly to that effect, and sincerely cooperated with their review.

After exchanging several emails, I received the following document informing me that the final decision had been made to confiscate my winnings and refund my deposit.

Pursuant to Article 3.6, players must play for personal enjoyment and not professionally. Article 10.1.1 strictly prohibits cooperating with other players to maximize the benefits of bonuses and rewards. Article 14.5 provides that if we have reasonable grounds to suspect that a bonus has been claimed multiple times by or for the benefit of the same person, or by a group acting in concert, we may cancel the bonus, void any wagers and confiscate any resulting winnings. Subject to Article 8.1, only one account per device is permitted. Linking the same device to multiple accounts is strictly prohibited and applies to all promotions and bonuses.

Article 3.6, Article 10.1.1

This is a vague statement, and if there is a problem with the machine I played, it should be classified as a prohibited game individually. I think they are just bringing up this terms of use because they don't want to withdraw their winnings.

Article 14.5, Article 8.1

Regarding these issues, I have checked some of the other complaints on this site.

If I am truly committing fraud, I don't understand why they are offering to refund the amount deposited.

I have come across many complaints about deposits not being repaid.

I would like to ask for your cooperation in withdrawing my winnings.

こちらのサイトでウェルカムボーナスを利用して大きな勝利金を得ました。累計$13,000程度だったと思います。

出金申請を行ったところ本人確認を求められまして、それも迅速に対応しました。

Metaspins様から審査を行ったところ、2件のメールアドレスを持ち出されまして関係性を聞かれました。

ですが、私はそれらの提示されたメールアドレスに心当たりはなく、その旨を正直に回答し、彼らの審査に真摯に協力したつもりです。

何度かメールのやり取りをしたところ、以下のような文書を送られて勝利金の没収と、入金額の返済で最終決定をしたといわれました。

第 3.6 条に従い、プレーヤーはプロとしてではなく、個人的な楽しみのためにプレーする必要があります。 第 10.1.1 条では、ボーナスや報酬の利益を最大化するために他のプレイヤーと協力することを厳しく禁止しています。 第 14.5 条では、ボーナスが同一人物により、またはその利益のために複数回請求されている、または共同で行動しているグループにより請求されていると合理的に疑う根拠がある場合、当社はボーナスを取り消し、賭け金を無効にし、結果として生じた賞金を没収することができると規定されています。 第8.1条に基づき、デバイスごとに1つのアカウントのみが許可されます。同じデバイスを複数のアカウントにリンクすることは固く禁じられており、すべてのプロモーションおよびボーナスに適用されます。

第 3.6 条、第 10.1.1 条

こちらに関しては曖昧な話であり、私が遊んだ機種が何か問題があるというならば、個別に禁止ゲームのカテゴリに振り分けをすればいいはずです。勝利金を引き出しをしたくないがためにこの利用規約を持ち出しているだけだと思います。

第 14.5 条、第8.1条

これらに関しては、私はこちらのサイトの他のクレーム記事をいくつか確認をしました。

もしも私が本当に不正を働いているというならば、彼らはなぜ入金額分を返済するといってるのか理解に苦しみます。

入金額分の返済をしてないクレーム記事を多数見受けました。

勝利金の引き出しまでご協力をお願いしたいです。

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand your situation and investigate further, I’d like to ask you a few questions.

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play while using the bonus?

Have you used any VPN or IP-masking software that could have affected your apparent location while accessing the casino website?

Also, could you kindly forward any communication you’ve had with the casino’s customer support regarding the two email addresses and the confiscation of your winnings? You can send it to my email address at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent all the conversations

Please check.

全ての会話を送りました

ご確認ください。

Thank you for your messages.

Could you please specify which documents you have sent to the casino as proof of your payments?

Additionally, have there been any transactions sent to you from other individuals who also have an account at this casino?

>Could you please show me the document you sent to the casino as proof of payment?

No payment related documents have been submitted.

I had told the other party that I would be able to submit the documents, but they took this step before I could submit them.

> Additionally, have other people with accounts at this casino sent you any transactions?

there is no.

＞支払いの証明としてカジノに送った書類を教えていただけますか？

支払い関連の書類は提出できておりません。

私は提出することができると相手方に伝えてたのですが、それらの書類を提出する前に今回の措置に踏み切られました。

＞さらに、このカジノにアカウントを持つ他の人からあなたに取引が送られてきたことはありますか?

ありません。

Is there any chance that someone from your household or using the same IP also created an account at this casino?

Do you have any friends or relatives who also have an account at Metaspins?

Since I live in a densely populated area, it's possible that IP addresses may overlap.

However, since I live alone, I can't imagine a third party registering on the line I have subscribed to.

Metaspins also mentioned the source of the funds.

I think you can see this in the email correspondence.

I am willing to cooperate with them as well.

住んでいる地域が人口密集地域なので、IP被りみたいなのは起こりえるかもしれません。

ですが一人暮らしなので私の契約している回線で第三者が登録をするなどは考えられません。

Metaspins様が指摘された内容には資金の出どころについても話されました。

この点に関してはメールでの対応を見ていただければわかるかと思いますが

私はそれらについても協力をする意思があります。

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you syuuchan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Metaspins Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

What is the current situation?

現在どのような状況なのでしょうか

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We value your feedback and take all concerns seriously. 

To protect player privacy, we cannot go into detail publicly, but the case has been raised and we will be getting in touch with you privately.

It is okay to make it public rather than keeping it private.

I just can't accept the reasons why you say I'm committing fraud.

Despite expressing a willingness to cooperate regarding the source of funding, why did they not take the steps to verify it?

I would like a detailed explanation, including whether confiscation measures have been taken.

非公開の形ではなく公開していただいて構いません。

私が不正を働いているといわれるそちらの理由がどうしても納得できません。

資金源についての協力をする意思を示しているにもかかわらず、どうして確認するという手順を踏まずに

没収措置に踏み切られたのかも含めて詳細な説明をお願いしたいです。

Dear Metaspins Casino representative, would it be possible to provide me with evidence privately? You can forward any information to my email, and all information will be kept confidential. (peter.c@casino.guru). Thank you in advance for your cooperation!

Dear syuuchan, I am in contact with the casino representative regarding your case. I will keep you updated about any new developments. Thank you for your patience during this time!

The casino has presented substantial evidence indicating the existence of multiple accounts associated with you. It is a well-established industry standard that an individual is permitted to operate only a single account under their name. Maintaining multiple accounts constitutes a clear violation of this policy. Given these circumstances, we find the actions taken by the casino to be both reasonable and justified.

As a result, we regret to inform you that we must reject your complaint. We appreciate your understanding in this matter and encourage you to adhere to the terms and conditions set forth by the casino in the future. Should you require any further clarification, please do not hesitate to reach out.

Kind regards,

Peter