MetaWin Casino

Hello AskGamblers Team,

I am submitting an official complaint against MetaWin Casino regarding account access restriction and blocked funds.

Account Details:

User ID: < sent to the casino >

Account Type: Web3 Wallet Connected Account

Disputed Amount: $38,000 USD

Issue Description:

MetaWin is a Web3 casino where access is tied to a crypto wallet. After playing, my account access was suddenly restricted/blocked without any explanation or justification. I am now completely unable to log in to my account.

I have full documentary evidence of my account status, including screenshot proof of my remaining balance ($38,000) and my complete betting history, which clearly shows my legitimate winnings.

Customer support continuously provides automated template responses and refuses to explain the grounds for restricting my account or processing my balance.

I kindly request AskGamblers' mediation to assist in releasing my funds. I am attaching all proof including my balance, transaction/betting history, and support chat records.

Thank you for your assistance.

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.

Dear AskGamblers Team,

I am filing this complaint against MetaWin Casino because they have blocked my withdrawal, closed my account, and confiscated 400 USDC of my winnings without providing any valid reason or explanation. It appears this action was taken simply because I had a successful session playing blackjack.

Here is the timeline of events:

1. Winning Session: I deposited funds, played blackjack, and accumulated a balance of 400 USDC.

2. Failed Withdrawal: I attempted to withdraw my 400 USDC balance, but the system would not let the transaction go through.

3. Contacting Support: I reached out to MetaWin live chat support to report the issue. A support agent named Esteban informed me that my account was currently under review and that they would respond "in due course."

4. Abrupt Account Closure: On March 14th, another agent named "Queen" joined the chat and abruptly informed me that my account had been closed "following a management decision."

5. Refusal to Provide Details: Shockingly, the agent explicitly stated that they "do not have access to the specific details regarding this decision" and that they are "unable to provide further information or discuss the matter further."

I have attached screenshots of the entire support conversation as proof.

I have not breached any terms of service.

Closing an account with active funds immediately after a player wins, while refusing to provide a single reason, is completely unacceptable and highly suspicious. Furthermore, because I am locked out, I am currently unable to access my own account history to document my balance, which has been unfairly taken from me.

Desired Resolution:

I request that MetaWin Casino immediately reinstate my account access so that I can prove my 400 USDC balance and withdraw my funds. Alternatively, they must manually process the pending withdrawal of 400 USDC to my crypto wallet. I also expect a transparent explanation as to why my account was targeted for closure immediately after winning.

Thank you for your assistance in this matter.