SpaceWin Casino - Player's account repeatedly blocked with pending withdrawals.

I created an account at this casino about half a year ago, I played a few days after a big win and a withdrawal of 500 euros. They blocked my account, I couldn't contact them at all. Finally, one of the chat assistants unblocked my account. I started playing again and after a while my account was back. blocked with the casino, there is almost no contact, they do not respond to my emails, they dismiss me and I have almost €5,000 to withdraw from the casino account

Hello krissp1285,

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

Could you please advise if your account is already verified and if yes, since when exactly? 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 explain the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

My acount was verifed

was verifed before my first withdraw 500 euro

I played vor real money, I spoke with them 2 days ago, they said to mee only " Your account is blocked by decision of our special department"

Thank you krissp1285 for all the information provided. As we will need more information from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, krissp1285,

I am sorry for the delay (vacation/days off, out of the office). I will further assist you with your complaint.

From Monday, I will be fully available in the office. I will go through the case and inform you how we will proceed.

Thank you for your patience and understanding.

Alright, krissp1285. Now let's ask the casino for the details.

Dear SpaceWin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

what I should send, I have already sent e-mails

We are waiting for the casino's response and details, krissp1285. My post was directed to the casino representative.

give me your email I will send you my all emails with this casino

Please see it in the posts above. However, I saw the email you shared before with us, and as I mentioned, I am waiting for the casino's response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear krissp1285,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru