After explaining your situation to the team then did they reply tp you or that's the last thing they reply. If that's really the case then I think they want to scam people in a way that it won't be called a scam since they can show everyone that you violated some of their rules liie having multiple accounts and such. Anyway, is your country not one of the countries that are not eligible to gamble in their platform?. There are casinos like that where some countries are blocked in their platform to gamble for some reason.
In fact, if you look at TaC metaspins.com then you can see that there is a very small list of limited territories that include countries such as Afghanistan, Cuba, Curacao, Cyprus, Iran, Iraq, Isle of Man, Italy, Malta, Netherlands and its territories, North Korea, Belarus, Spain, Sudan, Syria, United Kingdom and its territories, United States.
My home country is Latvia. It is not in their list.
You can see the last reply of Metaspins representative, it is just a copy paste message, it does not provide any evidence, just modern words like "Metaspins customer experience during their gaming journey with us is a number one priority" , "internal procedures" these are abstract phrases, that do not prove anything.
If Metaspins casino is 100% sure in what they are posting , they can prove it.
If they can not prove, then I would say Metaspins casino number one priority is NOT pay any winnings, or at least large winnings.