The player from Germany created an account at spacehills.com and successfully turned over his wager to accumulate 6000 euros, but both his payout requests of 4000 euros and 2000 euros were cancelled, and his balance disappeared. Despite being verified and following all rules, the casino claims he violated terms regarding bonus hunting and has not provided further clarification.
SpaceHills Casino - Player’s withdrawals are cancelled and account is restricted.
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6d 14h 12m 11s
SpaceHills Casino
Safety Index 3.0 Very lowCase summary
Discussion
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3 days ago
Translation
Hello,
I hope you can help me.
I created a new account at spacehills.com last week.
There was a first payment bonus, so I deposited 500 euros.
After a certain amount of time, I also turned over my wager and had 6000 euros in my account.
I have requested a payout of 4000 and a payout of 2000 euros.
Both were correctly listed under payouts.
When I checked if it was being processed, both payouts had been cancelled and my balance was gone.
My account was fully verified before the deposit was made.
I reported it to support.
He couldn't tell me and I got the answer that I would receive an email.
Three hours later she arrived with the statement that I had violated their terms and conditions regarding bonus hunting, fraudulent attempts, etc.
I replied that I had followed all your rules.
No spin cost more than 5 euros, and every spin from the first to the last cost 5 euros.
No multiple accounts
Only use of the first deposit bonus
No free spins collected, and later all free spins were opened.
The only response was an email stating that they would get in touch when they had more information.
I replied that all the information could be found in my spin history, but I didn't hear anything further from you.
I hope you can help me here.
Automatic translation:
Public
Public
10 hours 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.
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10 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpaceHills Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please specify which payment method you have used when depositing and when requesting a payout?
- Could you please list which documents the casino requested during the verification process?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
