Dear SimonC,

Thank you for sharing your experience. We are sorry to hear that you did not have a smooth experience in our casino, and we apologize for any inconvenience caused.

We totally understand your frustration, and we know that the waiting time for a withdrawal processing can be tiring. However, please bear in mind that the verification process is a mandatory procedure, which every player shall pass before withdrawing their funds. Also, the verification time is mentioned in our Terms and Conditions, but, sometimes, this procedure might be delayed due to requesting additional documents in higher quality.

Regarding the quote you mentioned, we apologize if it came across as dismissive or trivializing. Our intention was simply to communicate that verification is a standard procedure in the industry, aimed at ensuring the security and safety of our players and their accounts.

Also, please note that the requests are reviewed and processed in an orderly fashion, based on a waiting queue, and during the working hours of our Financial Department. Once your withdrawal request is processed, you are notified with a letter regarding your payout.

We genuinely appreciate your feedback and encourage you to reach out to our customer support team directly so that we can address your specific concerns. We are committed to resolving any outstanding issues and restoring your faith in our casino. Our support agents are 24/7 at your disposal.

Thank you for understanding,
Rolling Slots Casino Representative

Hello Simon

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.

It is not in our practice to close accounts of customers for no valid reason.

However, as per our internal investigation and findings, your account was confirmed to participate in fraudulent activity. Due to all the gathered evidence, your account was disabled.

Also would like to strongly point out, that Metaspins is in no way associated with Dama NV.
We appreciate your time and understanding regarding this matter.

Cheers,
Metaspins Customer Experience Team

Glad to see you, SimonC! All the withdrawals are approved in 2 hours from our side then the requests go on the side of the payment system and they approve it in 0-5 working days. We do not have influence on the payment systems, because they have their own rules and time limits.

Best regards,
Sol Casino!