There is a question of transparency on Metaspins on this thread I also support the two legendary members of Bitcointalk in providing more information about the ban, although you have a system to protect at least a third party mediation is good to provide the complainant the evidence for the break of your TOS to satisfy the complainant and the community as well.
We thank you for raising your concerns here. Unfortunately, due to security reasons we cannot disclose our internal operational processes to identify fraud, however we work closely with community representatives and provide them with relevant information regarding claims. Here you can see the results of our collaboration:
https://lcb.org/onlinecasinobonusforum/player-complaints/metaspins-casino-not-pay-9500-usd-winnings