Account closed without any valid reason as management decision

Dear AskGamblers Team,

I am submitting a complaint against MetaWin Casino regarding multiple purchases where I did not receive the expected SC (Sweepstakes Coins), despite the transactions being processed successfully.

Summary of the Issue:

I made several cryptocurrency purchases through MetaWin, where funds were deducted from my wallet, but the corresponding SC was not credited to my account.

Timeline of Events:

Initial Issue (February 7, 2026):

I contacted MetaWin support regarding missing SC from earlier transactions

I did not receive any response to that inquiry

One smaller transaction (0.0048775 ETH, ~$10.19) was eventually credited after approximately 30 minutes, which led me to believe the remaining transactions would also be credited

Based on this, I initially assumed the issue would resolve without further escalation, so I let it be and left for work.

Multiple Purchases:

I completed several ETH transactions, but only partial credits were received

Several transactions did not result in SC being credited

Recent Purchase (March 5, 2026):

I deposited approximately 75 USDC ($75.49 at the time of transaction)

After again not receiving SC, I contacted support and noticed my previous February inquiry had never been answered

Support Interaction & Delay:

I provided transaction details and hashes

Support confirmed the transaction was processed and that GC (Gold Coins) were credited

The issue was escalated for review

Delayed Final Response (March 11, 2026):

After approximately 6 days (March 5 → March 11), I received a final response

I was told that I had “opted out of SC before the purchase and opted back in afterward”

Dispute of Operator’s Claim:

This explanation is inaccurate for the following reasons:

The option to opt out of SC is located at the bottom of the Coin Store page

I did not scroll to that section as the largest package i purchased was for 100 SC and was not aware this option existed at the time

This is supported by my statement in the chat where I explicitly said I did not know about this feature until it was mentioned

Additionally:

For Web3 (ETH) deposits, the interface does not provide any option to disable SC

A screenshot of this interface is included as evidence

Because of this, it would not have been possible for me to intentionally disable SC for these transactions.

Affected Transactions (value at time of purchase):

0.049004 ETH (~$102.34) (WEB3)

0.024369 ETH (~$50.89) (WEB3)

0.024283 ETH (~$50.71) (WEB3)

0.048569 ETH (~$101.43) (WEB3)

75 USDC (~$75.49) (Coinstore)

Total missing value: approximately $380.86

(All values reflect pricing at the time of each transaction.)

Evidence Provided:

Full chat transcript with MetaWin support

Transaction list with hashes and amounts (red X's indicate the missing transactions)

Screenshot of MetaWin transaction history

Screenshot of Web3 deposit interface showing no SC toggle option

Screenshot of the Coin Store page showing the SC toggle button below the large SC packages I never scrolled to.

Additional Clarification:

In each case, GC balances were credited while SC was not

For the most recent transaction, support confirmed GC was received but did not confirm any SC credit

Ethereum transactions are typically processed quickly, making missing or inconsistent credits unusual

Why This Is a Problem:

Payments were successfully completed and acknowledged

The expected SC was not delivered

A prior support request regarding the same issue went unanswered

The operator required several days to provide a final response

The explanation provided does not align with how the platform interface functions

No supporting evidence was provided for their claim

No refund or correction has been issued

Desired Resolution:

I respectfully request:

Credit of the missing SC for all affected transactions (380.86 SC)

or

Refund of the corresponding cryptocurrency amounts to my original wallet (0.146225 ETH + 75 USDC)

Thank you for your time and consideration.