Metaspins Casino - Igračev nalog je blokiran zbog odloženog KYC-a.

I am writing to formally dispute the closure of my account and the withholding of the funds remaining in it following your Know Your Customer (KYC)

Before this issue arose, I had used my account without any difficulties. I deposited, played, and withdrew funds successfully on previous occasions.

At the time my account was restricted, I still had funds in the account that I intended to use at a later time.

I was not properly aware that I was required to complete the KYC

KYC process within 48 hours in order to avoid my account being disabled and my funds being withheld. I never knowingly ignored such a requirement, as I was not clearly informed of the urgency or the consequences. Had I understood that failure to complete the verification within that timeframe would lead to account closure and loss of access to my balance, I would have taken immediate steps to comply.

During that period, I was also away from home for business purposes and had to travel frequently, including multiple flights affected by weather-related delays. This made it even more difficult to respond within such a short timeframe. In addition, their email notifications were not brought to my attention in time because they were automatically directed to my spam folder. I did not intentionally avoid or ignore any verification request.

Once I became aware of the matter, I contacted their support team and was initially informed that, after completing the verification process, I would be able to regain access to my account. I then promptly completed the full verification through their third-party provider, including proof of identity, proof of address, and the required live facial scan. The verification process showed as successfully completed.

However, after fully complying with their requests, I was subsequently informed that my account would remain permanently closed solely because the verification had not been completed within the original 48-hour period.

I find this decision unfair and disproportionate, particularly given that I fully cooperated and successfully verified my identity as requested.

In my experience with online gaming platforms, it is standard practice that once a customer completes the requested verification, any legitimate account balance is returned, even if the operator then decides to close or restrict the account afterward.

This is the first time I have encountered a situation in which verified funds are withheld despite full compliance with the identity verification requirements.

I respectfully request that you guys review this matter and find a way to return the funds remaining in my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino customer support where it is stated that your winnings were voided and your account was closed due to not responding to the KYC request within 48 hours? You can send it to me at veronika.f@casino.guru.
• Am I correct in understanding that you eventually completed the KYC verification, but submitted the required documents after the timeframe specified by the casino?
• Additionally, could you please clarify what types of games you played to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

1st question

Hello I have sent you almost 6 emails that have been sent to my email and are saved.

2nd question

I eventually did KYC by verifying my bank statement (which is very sensitive information for me) My ID and a Face scan.

3rd questions

I played pragmatic play games spinning slots

Dice low risk

Played their originals blackjack.

Plinko & Limbo

I have no winnings I am down on the website and still had balance I was trying to win my money back

My total loss on the website is more than 700 EUR.

Since my initial deposit was 1000 EUR

0.422 ETH (in crypto currencies)

now they are holding the remaining of my balance.

Dear WoodyMoney

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

I want to mention my username on the website is ETHonTOP

Not so sure if I have mentioned that or it's somewhere mentioned in the emails I provided.

Hello WoodyMoney,

My name is Michal, and I have taken over handling your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Metaspins Casino to join the conversation.

Dear Metaspins Casino,

Could you please clarify the reasons why the player was given only 48 hours to complete the KYC verification process?

I acknowledge the email correspondence you had with the player. However, considering the circumstances described, it appears the player may have legitimately been unable to fulfil all verification requirements within such a rather unusual short timeframe.

At present, the player seems willing to cooperate fully with the KYC procedure. In light of this, I would appreciate your thoughts on how this situation could still be reasonably and fairly resolved in order to allow the verification process to be completed appropriately.

If there are any relevant details or circumstances affecting this situation that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

Dear WoodyMoney,

I have been informed by the casino team that your account has been reopened, the previously confiscated balance has been restored, and your verification process has been reset, allowing you to undergo the verification procedure once again.

I kindly recommend that you cooperate fully with the casino team and provide all requested documentation at your earliest convenience in order to facilitate the completion of the process.

Please keep me informed regarding the progress of the process.

There was absolutely no compensation added to my account for all the trouble, stress, and unnecessary delays I had to go through during this entire process, which for a casino operating in this industry and community is completely unacceptable.

In over 10 years of gambling online, I have honestly never experienced anything even remotely close to this situation. The lack of communication, the amount of time wasted, and the way this case was handled has left an extremely negative impression on me. At multiple points it genuinely felt like the casino had no intention of resolving the issue fairly or professionally.

Because of this experience, I will make sure to continue sharing honest negative reviews about this casino across different platforms so other players are aware of how poorly customers can be treated here. Players deserve transparency, professionalism, and timely resolutions none of which I received throughout this process.

I would however like to sincerely thank Casino Guru for stepping in and helping resolve a case that realistically should never have taken this long in the first place. Without your involvement, I highly doubt this matter would have been handled properly.

Dear WoodyMoney,

I understand your perspective, and I can agree that more user-oriented communication from the casino’s side may made a significant difference. However, based on the information available, the casino team has attempted to contact you on multiple occasions. It is generally the responsibility of each individual user to monitor their inbox for important updates, particularly when matters related to withdrawals or account verification are involved.

At this stage, I trust that the KYC verification process will proceed within the usual and reasonable standards on both sides and that the matter will be resolved successfully.

I would kindly recommend that you continue cooperating fully with the casino team and provide any requested documentation at your earliest convenience in order to facilitate the completion of the verification process and the release of your winnings.

Please keep me informed regarding any further progress or developments in the case.

I have KYCed long time ago & just after 4 weeks of talking here 1 week ago received my funds, thank you.

Dear WoodyMoney,

Thank you for your confirmation. I am pleased to know that our involvement has played a significant role in resolving this matter.

I understand your perspective and agree that enhanced user-oriented communication from the casino and an extended timeframe for submitting documents for the KYC process could have helped prevent some of the difficulties encountered during the process. However, it's also important to recognize that each individual user is generally responsible for checking their inbox for crucial updates, especially when it pertains to withdrawals or account verification.

I trust that this experience has provided some valuable lessons for both parties and may help avoid similar situations in the future.

As the issue has now been resolved, I will proceed with marking the complaint as "Resolved" in our system. I would like to thank both you and the casino representative for your cooperation throughout the investigation.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre. We will be happy to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru