The player from the United Kingdom had been denied his winnings due to a claim of exceeding bet size, which the player disputed. He contended that the casino's support and 'vip manager' refused to reinstate his funds. He also believed the company’s registration and license were false. The player had played Live Blackjack within the bet size stipulated, and he had used real funds, not bonus funds. We had tried to mediate the issue with the casino, but our attempts were ignored. Since the casino operated without a valid license and didn't refer to any ADR service, we could not take the issue further. The complaint had been marked as 'unresolved' which may have negatively affected the casino's rating.
SpaceWin Casino - Player's winnings have been confiscated.
Black points: 444
Amount: £2,450
SpaceWin Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.7
SpaceWin Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Casino confiscated my winnings claiming I had exceeded my bet size. This is simply untrue. I contacted their support and my "vip manager" and they will not reinstate my funds. Upon further investigation I discovered that the company registration links to a dissolved company and that the license is fake.
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9 months ago
Dear BP1983,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpaceWin Casino.
We indeed inform players about the fake license of the casino in our review: https://casino.guru/spacewin-casino-review
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise which games you played?
- Have you achieved your winnings with the help of a bonus?
- Could you please share your communication with the casino detailing the accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.Thank you in advance for your cooperation and reply.
Best regards,
Tomas
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9 months ago
all played on Live Blackjack within the bet size stipulated. No breach of rules. No bonus funds, only used real funds.
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9 months ago
Thank you very much, BP1983, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SpaceWin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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9 months ago
Hello BP1983,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear SpaceWin Casino,
Could you possibly provide additional information regarding the payment request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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9 months ago
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.
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8 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
