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Metal Casino - withholding money I deposited and didn't play with, unresponsive to e-mails


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Metal Casino Review.

Player's Complaint

I was a member of the original site and they sent me an e-mail offering a welcome bonus to encourage me to try their new site. I deposited £50 but received no bonus. I contacted Live Chat to try to get it sorted and they said that they had sent me an e-mail informing me that I was not eligible for any bonus, I had not received any such e-mail (including in my junk folder) so I asked for proof they they had sent it but they couldn't provide any proof, they only stated the time which the e-mail was sent (which happened to be in the few minutes in between me signing up for an account and making a deposit). I asked for further investigation and after many days I finally received an e-mail simply restating that an e-mail had been sent saying I was not eligible for any bonus yet in this time I had received a further 2 promotional e-mails telling me to deposit for a deposit match bonus! That's 3 e-mails saying I am eligible for a bonus and zero e-mails saying that I was not eligible.

Anyway, the support e-mail said I was welcome to request to have my original deposit refunded which I did but since then they have ignored my request and all subsequent e-mails. I contacted LC again and they said they would have someone refund my deposit and I would hear back from them....and again nothing. Live chat claim the "relevant department" is going to resolve my issue and refund my deposit and then nothing happens, I hear nothing from them again. They have made repeated offers of bonuses they have no intention of awarding so that you deposit and they then ignore you and keep your money forever. I simply want my money back that they conned out of me with their [EDIT] promotional campaign but they are now completely ignoring all of my correspondence.

Read the casino review

3 Responses

User icon
November 21, 2020

Hi deadmanshand - welcome to!

I'll contact the operator and see what we can find out for you.



User icon
November 25, 2020

Hello and thank you for doing that, it seems to have prompted them to action and they got in touch and have since processed my refund which was received to my bank yesterday so this can now be closed.

Many thanks

User icon
November 25, 2020

Hi deadmanshand,

Thanks for letting us know - it is appreciated!


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DEADMANSHAND consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Metal Casino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

November 21, 2020

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