Space Casino closed my account

Good morning,

My name is Federico Romero Guiulfo. On February 3, I deposited 10 thousand PEN, that same day I reached a balance of 43 thousand PEN due to the fortune I had in the games they offer. For this, he had already passed the identity and address validation. It was when I tried to withdraw 20 thousand PEN that they wrote to me and requested my bank statement since the screenshots were not enough. To do this, they closed access to my account (which seemed strange to me, since it had never happened to me with any other betting house)

I proceeded to send all the documentation requested and that I could obtain (since it was a Sunday and my bank was not working). Over the course of the week I sent more documents because customer service told me that they were going to contact me but that was not the case. I asked if it would be useful to send more documents and they said yes. Send a document from the bank where only the deposit went to them. I waited all week for a response and on Friday, February 9, they told me that they were closing commercial ties with me. At this point I have ended up extremely dismayed, because I trusted them, deposited my money and ran the risk of winning or losing but I won. The answer is not clear, they send me to review the Terms and Conditions. I need a solution to this situation, I am an ordinary citizen who was lucky. I trust that you will be able to provide a solution to my issue and if you need any additional documents I can provide it. Thank you

Hello, I'm sorry that this situation has arisen. So the casino didn't tell you any specific reason why they closed your account, they just mentioned the commercial ties yes ? I don't know what it could be and therefore some precise clarification from the casino would be useful. 

I also noticed that your account was probably not verified yet and the casino did various checks and probably found something to close your account. Anyway, I have a question, did you play slots or any live games or did you win on sports betting ? 

Besides, I noticed that you have already opened a complaint with us and if you feel that you have done nothing wrong and you have not broken any rules, then I think you have done the right thing. Our team will try to help you and we will see where we can get in your case. I firmly believe that everything will be resolved fairly. 

If you have any new information, be sure to let me know. 

Hello Jaro,

Thanks for your help. My account was not verified. In the first instance, they validated my Identity Document and my receipt to confirm my address. When I requested to withdraw a part of my balance, they asked me for bank documents and at the same time they closed my access to the account. This has never happened to me with other casinos; Generally, certain functions are restricted until verification is resolved, but access is not closed while the bank documents are resolved, which seemed excessive to me.

In answer to your question, the only thing left was for a department to validate my banking documents, but they took a while to give me an answer until reaching the known outcome. I sent bank statement, bank transactions, a detail from my bank about the deposit to them, a formal proof issued by my bank that the account belongs to me and everything possible to regain access to my account.

I only played in the Live Casino.

As for your explanation, it has been very broad and you point out no detail to me in chapter 3.5 of your Terms and Conditions, where I am not at fault according to your guidelines. My way of acting was legal and in compliance with everything mentioned there. They never asked me for additional things; I was the one who sent additional information to make the details clearer and help with your verification process. Their final response was very vague and without any details (the severing of our business relationship and the confiscation of my money according to their terms and conditions 3.5).

Thank you for a closer explanation of the situation. I understand that in the ongoing verification of your account it was closed, which seems a bit strange to me if they gave you no reason. I think that might make everything clear and give us the key to this puzzle. Without that, unfortunately, we can really only guess why it happened. 

However, I would like to remind you that you got the Terms from the casino and not from us since we are not a casino. 

Anyway, since I already mentioned that you have a complaint, we will have to be patient and hopefully our team will be able to find out what the issue is and what the problem is with your account. 

I hope everything will be resolved eventually and if you have any new information from the casino, don't hesitate to let us know in the complaint section and here on the forum.

I will keep my fingers crossed for you. 🤞

Hello Jaro, thank you very much for your concern, I am extremely shocked and worried. Here are two Betting Houses (Marathon Bet and Bet Safe) where they approve my verification without any problem and where I have had deposits and withdrawals without any problem

And on the other hand, a transcript of the chat I had with Space Casino Customer Service where they tell me my balance and the withdrawal in process.

Thank you very much for your help

Well, it looks like it's going to be tougher in this casino, but I firmly believe that you will be able to open an account and withdraw money. Veronika is investigating everything necessary so I suppose that now it will be important to be a bit patient and wait and see what she finds out. 

However, I would like the casino to take a responsible approach and explain why the account was closed in the meantime. But only time will tell if that will happen. 

Good luck. ☘️