Space Casino

Case summary

The player from Mexico contested the closure of his account and the confiscation of his funds totaling 100,000 MXN after reporting a withdrawal delay. Despite having complied with verification requests, he received a generic response regarding his account being closed, which claimed it was a management decision without justification. The Complaints Team attempted to assist but faced difficulties as the casino declined to cooperate and directed the player to their own ADR service. Ultimately, the complaint was rejected due to the player's lack of response to follow-up questions.

Discussion

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lilanuel111

Bronze

Mexico

Public

11 months ago

OriginalTranslation

A CasinoGuru

I am writing to you to express my disagreement and request a clear and fair explanation regarding the closure of my account and the confiscation of my funds in the amount of 100,000 MXN, a situation that I consider unjustified and arbitrary.

The problem started on February 16th, when I sent an email reporting a delay in my withdrawal, since previously withdrawals were processed correctly and in the established times. I was informed that my request had been escalated, but I did not receive any update until February 19th, when I was notified that the problem was a change in the payment provider. Although it seemed strange to me, I decided to wait.

On the same day, February 19, I received another email indicating that my account had entered an investigation process and requesting additional documents to verify my identity and source of income. Despite having previously complied with all the required verification processes, I provided all the requested documentation, including sensitive information such as my bank transactions with Astropay, with which I made deposits and withdrawals.

However, I was subsequently required to submit my latest income tax return, which I do not have, since in my country it is not a requirement until after one year of activity, and I have been self-employed since December 2024. I asked what other documentation I could present to continue with the process, but instead of receiving a concrete response, on March 1 I received an email notifying me that my account had been closed and my funds confiscated.

I asked for detailed explanations about this decision and only received a generic response stating that it was a management decision and that there was nothing to be done. After reviewing the terms and conditions, I verified that I have not violated any of the policies that would justify the closure of my account:

I have not used VPNs.

I do not have multiple accounts.

I have not used the platform for money laundering.

I have not used illegal or fraudulent software.

I have been transparent and honest with all the documentation I provided.

For all the above reasons, I consider the closure of my account and the retention of my funds to be unjustified measures and a lack of respect and honesty on the part of the platform. It is not acceptable that accounts are closed arbitrarily, especially when all the established requirements have been met.

I request a detailed and reasoned explanation of the reasons for the closure of my account and the prompt return of my funds.

Attached evidence

A CasinoGuru

Me dirijo a ustedes con el fin de expresar mi inconformidad y solicitar una explicación clara y justa respecto al cierre de mi cuenta y la confiscación de mis fondos por un monto de 100,000 MXN, situación que considero injustificada y arbitraria.

El problema inició el 16 de febrero, cuando envié un correo reportando un retraso en mi retiro, dado que anteriormente los retiros se procesaban de manera correcta y en los tiempos establecidos. Me informaron que mi solicitud había sido escalada, pero no recibí ninguna actualización hasta el 19 de febrero, cuando me notificaron que el problema era un cambio en el proveedor de pagos. Aunque me pareció extraño, decidí esperar.

Ese mismo 19 de febrero, recibí otro correo indicándome que mi cuenta había entrado en un proceso de investigación y solicitando documentos adicionales para verificar mi identidad y fuente de ingresos. A pesar de haber cumplido previamente con todos los procesos de verificación requeridos, proporcioné toda la documentación solicitada, incluyendo información sensible como mis transacciones bancarias con Astropay, con la que realicé depósitos y retiros.

Sin embargo, posteriormente se me exigió la última declaración de la renta, la cual no tengo, ya que en mi país no es un requisito hasta después de un año de actividad, y yo soy autónomo desde diciembre de 2024. Pregunté qué otra documentación podría presentar para continuar con el proceso, pero en lugar de recibir una respuesta concreta, el 1 de marzo recibí un correo notificándome que mi cuenta había sido cerrada y mis fondos confiscados.

Solicité explicaciones detalladas sobre esta decisión y solo obtuve una respuesta genérica indicando que era una decisión de la directiva y que no había nada que hacer. Tras revisar los términos y condiciones, verifiqué que no he incumplido ninguna de las políticas que justificarían el cierre de mi cuenta:

No he utilizado VPNs.

No poseo múltiples cuentas.

No he usado la plataforma para lavado de dinero.

No he empleado software ilegal o fraudulento.

He sido transparente y honesto con toda la documentación que proporcioné.

Por todo lo anterior, considero que el cierre de mi cuenta y la retención de mis fondos son medidas injustificadas y una falta de respeto y honestidad por parte de la plataforma. No es aceptable que se cierren cuentas de manera arbitraria, especialmente cuando se ha cumplido con todos los requisitos establecidos.

Solicito una explicación detallada y fundamentada sobre los motivos del cierre de mi cuenta y la devolución de mis fondos a la brevedad.

Adjunto evidencia

Automatic translation:

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Nikolas

PR Assistant

Public

11 months ago

Hello lilanuel111,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Space Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified?
Did you accumulate your winnings with real money or did you use a bonus?
When was the last time you spoke to the casino and what was it about?
Did they ever mention that they have found some wrong on your previously submitted documents?

Looking forward to your answer.

Regards,

Nick

Public

lilanuel111

Bronze

Mexico

Public

11 months ago

OriginalTranslation

My account was verified since January 2025, I had even been withdrawing without any problem, I accumulated my winnings with real money, they were sports bets, the last time I spoke to them, (and they answered me) was on March 1 and that was when they gave me the news that they had closed my account and that it was the decision of the management.

They never told me that there was an error with the documents I sent, they just asked me for more things, for example they asked for the deposits I made to the casino on my card, I sent them and then they asked me for all my transactions from the card I had used.

Automatic translation:

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Nikolas

PR Assistant

Public

11 months ago

Dear lilanuel111,

We have previously attempted to resolve other complaints with this casino; however, they have declined to cooperate with us, as they use their own official Alternative Dispute Resolution (ADR) service for handling player complaints.

We recommend reaching out to Curaçao Gaming Control to pursue this matter further.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

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Nikolas

PR Assistant

Public

11 months ago

Dear lilanuel111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Nikolas

PR Assistant

Public

10 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Space Casino - Player's account has been closed and funds confiscated.

Player stopped responding

Amount: Mex$100,000

Case summary