Metaspins Casino - 本人確認（KYC）の遅延により、プレイヤーのアカウントがブロックされました。

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.

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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