What Happened
A player says Metaspins took away their rakeback and rank-up bonuses without a good reason. They say support told them more deposits and play would bring the bonuses back, so they kept going for months and lost a lot, but the rewards never returned.
How It Developed
- Complaint opened. The player asked the mediator to help get the bonuses back.
- Metaspins said a review had led it to bar the account from promotions under clause 14 of its bonus terms. The account stayed open for play with the player's own money. The casino said it might look again later but could not promise it.
- The player said they seldom took bonuses and often deposited without one. They said the ban email came the day a $100 poker freeroll prize was due, and offered to settle if that prize was paid.
- The mediator found Metaspins acted within its terms and closed the case. It pointed the player to a regulator or an outside dispute service (ADR).
Rejected
The case was marked resolved, but the mediator found Metaspins followed its terms. The bonus ban stays, and the account remains open without promotions.
What Has (and Hasn't) Helped
Nothing changed: casinos may bar a player from bonuses under their terms, and the mediator accepted that. If support says more play will lift a bonus block, ask for that promise in writing, with clear targets, before you deposit more.