Help, what can I do?

Hi guys,

I don't know what else I can do right now, maybe someone can help me.

I made a deposit at spacehill.com with a bonus.

I risked everything and had a balance of 6000 euros.

Now the casino claims that I have violated their terms and conditions, which is not the case.

This morning, when I asked for proof of my violations, they replied that they have now closed my account.

So I can't get in anymore.

Does anyone know what else could be done, or is the matter settled?

Regards, Jan

Hello, I tried opening the casino, but I wasn’t able to access it even once when I tried. Are you able to open the website at all?

I also checked whether we have this casino in our database, but I couldn’t find anything. I only found a casino called SpaceHills, not SpaceHill. Since I can’t access the website, it’s difficult to say whether they’re the same casino or not. I would assume they’re probably different, though, since the names aren’t exactly the same.

As for your situation and the fact that the casino claims you violated some of their rules, did they tell you exactly what rule you supposedly broke? I think that’s quite important to know.

Hello,

Please excuse me, I meant spacehills.com

No, I was only told that I supposedly violated point 11.6.

After repeated inquiries about what exactly I had done, my account was closed.

Thank you

Based on what I saw, and if I’m not mistaken, the casino has a Safety Index of 3, which I’d say is quite low.

I also noticed that you’ve already opened a complaint, so our team will take a look at your case. I hope they’ll be able to help you, although I don’t want to promise anything in advance.

If anything new comes up, be sure to add it to your complaint, and feel free to keep me updated as well. Hopefully, we’ll find out exactly what the casino claims you violated, and then we’ll have a better idea of how to proceed.

Yes, the complaint was opened today and I have answered all the necessary questions.

Like I said, I just wanted to know what else could be done because I find the whole thing very dubious.

Yes, I only noticed later that the site only had a 3-star rating.

I've been playing online games on and off for years, but I've never experienced anything like this before.

Let's see

One thing came to mind, could you copy and paste section 11.6 here? That way we can take a look at what it says in general and try to figure out which part of it the casino might be applying to your case.

Morgen.

Hier der abschnitt 11.6 aus der Email von Spacehills.com

In accordance with Section 11.6 of our Terms and Conditions, Spacehills reserves the right, at its sole and reasonable discretion, to void bonus funds, associated winnings, or promotional benefits where a player is found to be engaging in abusive promotional behavior. This includes, but is not limited to, bonus hunting, collusion, fraudulent activity, the use of multiple accounts, or gameplay patterns that are inconsistent with the fair use of promotional offers.

In addition, after careful consideration, we have decided to restrict your account from receiving any future bonuses. Please note that this restriction applies only to promotional offers. Your casino account remains active, and you are welcome to continue playing using your own deposited funds.

However, after I repeatedly asked for the exact reason and what I believe to be my right, they completely blocked my account.

It mentions quite a lot about bonuses and abuse, as well as general things like multiple accounts and similar issues. So my question would be whether you used any bonus and whether you played in any unusual way.

Another thing that comes to mind is multiple accounts. I know players often run into problems because they created a second account after forgetting they already had a first one. It can also sometimes be an issue if a player shares the same internet connection with a friend/family member who also has an account at the casino, or if they share a device. These are probably some of the more common reasons for this kind of situation.

Casinos often won’t tell you exactly what rule you supposedly violated, partly because they use this information to protect themselves. They’ll usually give a general explanation, like the one you received, rather than tell you specifically what you allegedly did.

So I think we’ll have to remain patient for now and see how things develop and whether the casino is willing to communicate with our team.

Thanks for the reply.

So I checked and there really is only one account.

I took the registration bonus and dared to try.

I have not made any other deposits.

And I use the internet alone.

I understand the casino's position, but they would like to know the exact reason, as I haven't violated any rules.

I made all the spins at 5 euros, so there were no deviations after winning, etc.

We'll wait and see, but thank you very much for now.

Alright, so we’ll have to wait and see what the casino says and how they justify taking this action. I’ll also be curious to hear what they have to say, assuming they respond at all.

Of course, it’s worth keeping in mind that casinos don’t always respond in every case, so we’ll have to wait and see how this situation develops.