Nikololomous Nikolololomousus

Hi there,

I'd like to clarify that all reviews are honest. We just request sincere opinions from our players. Of course, we encourage them to leave their comments here, so that we can understand what we should improve. Understanding customer experience is very crucial to the development of any brand. So we are glad to hear your positive and negative opinions about us.

Kind regards,
Mystake team

Dear Nikololomous Nikolololomousus,

Here at Metaspins customer experience during their gaming journey with us is a number one priority, and we strive to deliver the best possible service to our players.

We are very sorry to hear that you were not able to withdraw your funds or winnings with us, as a regular wager requirement all deposits needs to be wagered 1x, this is stated in our terms and conditions section 4.2 - and this is required due to Anti Money Laundering regulations and guidelines also described in our terms section 9.2.

Although as you are mentioning a 20x wager, it looks like you might have chosen to accept the Welcome Offer upon your first deposit with us, thus there is a wager requirement, restrictions and explanations to games that might not be counting towards wager (for example live games like Roulette) all is clearly stated in the Welcome Offer terms, we welcome you to read more about this specific bonus here: https://metaspins.com/promotions/casino-welcome-bonus

We like to mention as well that you are at any time able to forfeit this and all other bonuses in the "my account" section on our website, although that means you will loose the bonus (and any winnings made while the bonus was active)

I hope this has cleared up any misunderstandings for you, as we by no means are withholding our customers to withdraw with us.

Best Regards,
The Metaspins Customer Experience Team