The player from Germany made a €200 deposit and successfully completed the KYC check, but after attempting to withdraw €900, her account was suddenly blocked with no explanation, and her remaining funds are inaccessible. She believes she did not violate any terms and conditions, yet the casino claims otherwise and has stopped responding to her communications.
SpaceHills Casino - Player’s account has been closed with funds confiscated.
Opened
Current status
Waiting for Casino Guru to reply
4d 6h 27m 16s
SpaceHills Casino
Safety Index 3.0 Very lowCase summary
Discussion
Public
Public
4 days ago
Translation
Hello, I made a €200 deposit at the casino and used the welcome bonus.
I did not violate any bonus conditions, I only played 3-4 different games and always stuck to the max bet.
When I wanted to withdraw €900, since everything was wagered, I had to verify my identity.
That wasn't a problem either. I uploaded my documents and completed the KYC check live.
Then it took 3 days. I still had €600 left and waited patiently.
Suddenly my account was blocked and the money was gone.
The casino simply stole my money.
They told me I had violated the terms and conditions, but not even which ones.
I have read through the entire terms and conditions and I am 100% sure I have done nothing wrong.
Now the casino is no longer responding to my emails.
Please help me!
Automatic translation:
Public
Public
3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you created an account at any other casinos belonging to the same network as SpaceHills Casino?
- Is there any chance that someone from your household or using the same IP address also created an account at this casino?
- Which documents did you submit to the casino for the verification of your account?
- Were your verification documents reviewed and approved by the casino before your account was blocked, or did you not receive any outcome of the verification process?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
