Bonus removed from my account unjustly

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Metaspins Crypto Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Your Bonus terms and condition clause 14 "promotions are meant for recreational play and cannot be used in a way that takes unfair advantage of bonus offers"
1. I barely claimed the bonuses, and most times deposit without claiming them as y'all know. But I guess I cant prove that here.

2. I understand that MetaSpins now states my account was excluded from promotions under Clause 14. However, this does not address the issue raised in my complaint.
At no point was I told that the decision was final or permanent. In fact, your support representatives repeatedly told me that the restriction could be removed if I continued depositing and playing on the platform.

I was specifically told:
"Deposits on your end and using the platform would help a lot to remove the flags."
"Deposit whatever you can."
"Yes, play more, make deposits. That's basically it."
"Maybe try exploring more games? Just so we can remove the flag."
As you can see in the screenshots above

I also asked what I needed to do, how much I needed to play, and how long it would take. Rather than telling me the decision was already final under Clause 14, your representatives repeatedly encouraged me to continue depositing and gambling because increased activity would help remove the restriction, without giving me any value particularly, thereby exploiting my deposits from me, which i barely withdrew from.
I relied on those representations and deposited and played for several months. Despite following the instructions given to me, the restriction remained in place.
If MetaSpins' position is now that the decision had already been made under Clause 14, why was I repeatedly told that the restriction was not final and that further deposits and gameplay would help remove the flags?
My complaint is not about MetaSpins' right to exclude accounts from promotions. It is about being repeatedly encouraged to deposit and continue gambling based on representations that the restriction could be lifted, when that did not happen.
I respectfully ask MetaSpins to explain this contradiction and for AskGamblers to consider whether it was appropriate to encourage a player to continue depositing under those circumstances.
As the damage has been done and I cannot make back my losses.

I would also like to add some context to my complaint.
This entire situation began shortly after I attempted to claim my $100 prize from a MetaSpins freeroll poker tournament. Around same time, I received the email stating that my account had been excluded from promotions, after which I contacted support, what a coincidence.(image of this is posted below to prove the time frames)
During the following months, instead of being given a clear explanation or objective requirements, I was repeatedly encouraged to continue depositing and playing because I was told this would help remove the restrictions on my account.
I eventually received the first $100 poker prize, but I did not withdraw it. I have now won another $100 prize from the same freeroll tournament after support told me i can play without fear of restrictions, to my ultimate surprise, the member of the support comes up with same thing. My concern is i am once again being instructed to deposit and continue gambling instead of being able to claim my prize under fair and transparent conditions....even if I do deposit and play without claiming bonuses, as you can see in my deposit screenshots, I have played for months without being able to claim rakeback or ony other bonuses as a valued user.

I am not asking AskGamblers to assume why the restriction was imposed. I am asking that MetaSpins explain why I was repeatedly encouraged to continue depositing and playing if they now maintain that my promotional exclusion had already been decided.
I have evidence in email, the day i was supposed to get paid the poker prize i got an email about the restrictions, is that evidence enough?
The restriction email was sent on the same day I was due to receive my freeroll poker prize. After that, support repeatedly instructed me to continue depositing and playing in order to have the restrictions removed. I ask MetaSpins to explain whether these events are related, and they said it was.
Okay, just give me something good and yeah, i wanna resolve this if my 100$ from the freeroll is paid

I acknowledge MetaSpins' explanation regarding Clause 14. However, this does not address the core issue of my complaint.

I have screenshots showing support stating:

"Deposits on your end and using the platform would help a lot to remove the flags."

"Deposit whatever you can."

"Yes, play more, make deposits. That's basically it."

"Maybe try exploring more games? Just so we can remove the flag."
I did all these, and played a wide range of games I've never played before.

To resolve this matter, I have already informed MetaSpins that I am willing to settle the dispute if my current $100 freeroll poker prize is paid without requiring any additional deposits or gameplay. If MetaSpins believes I still do not meet the criteria for promotional eligibility, I simply ask that they clearly explain what those criteria are and why months of following their own guidance did not result in any review or change to my account. If my activity was supposed to be reviewed, what exactly was reviewed, and why was I repeatedly told to keep depositing without ever being given measurable criteria or feedback?

Hello, Jayjay6421,

Thank you for reaching out and for sharing your concerns. We understand this isn't the response you were hoping for, and we appreciate the opportunity to explain our decision.

Following a recent review of your account, we've decided to exclude it from future promotional offers. This decision has been made in accordance with our Bonus Terms & Conditions. In particular, Clause 14 states that promotions are intended for recreational play and should not be used in a way that takes unfair advantage of bonus offers.

We'd like to reassure you that this decision only affects your eligibility for promotions. Your account remains open, and you're more than welcome to continue enjoying Metaspins using your own deposits. We genuinely value having you as a player and hope you'll continue to enjoy everything else our casino has to offer.

While your account is currently excluded from promotional offers, we don't necessarily see this as a permanent decision. If, over time, we see a change in your overall activity that aligns with the intended purpose of our promotions, we'd be happy to review your eligibility again. Although we can't promise that promotional access will be reinstated, we're always willing to reassess if circumstances change.

We understand that you may not agree with our decision, and we're sorry for any disappointment it has caused. Thank you for your understanding. We hope you'll continue to enjoy your time with us at Metaspins.

Kind regards,
Metaspins Support Team

Proof that this is my correct Email, and how long I've been using the casino