What Happened
A player from Norway says Metaspins gave them 48 hours to pass a KYC check, and when they missed it while travelling, with the emails landing in spam, the account was shut and the leftover balance held. They say they then completed ID, address and a face scan through the casino's provider, only to be told the closure stood because the deadline had passed. The balance was what remained of a 1,000 euro deposit; the player says they were down overall.
How It Developed
- 2026-05-04Complaint opened. The mediator asked for the casino's emails about the deadline and the games played; the player said slots, dice, blackjack, Plinko and Limbo, with no winnings to speak of.
- 2026-05-19A resolver asked Metaspins why only 48 hours were allowed and whether the check could still be completed now that the player was cooperating.
- 2026-05-25The casino told the mediator it had reopened the account, put the held balance back and reset verification so the player could do it again.
- 2026-05-31The player reported the money had been received about a week earlier, while complaining that no compensation was offered.
- 2026-06-05The mediator marked the case resolved, noting the casino had tried to reach the player several times but that a longer deadline would have avoided the trouble.
Resolved
Metaspins reopened the account and restored the balance after the mediator queried the 48-hour KYC deadline; the player confirmed receipt.
What Helped
The resolver's question about the unusually short 48-hour window did the work: within a week the casino restored the account and the balance and let the player redo KYC. Check your spam folder after any deposit, because the mediator also put part of the responsibility on the player for missing the emails.