SpaceWin Casino - Player's withdrawal is delayed.

I joined the casino on the 2nd July paid £20 deposit then started playing roulette, I lost that then I deposited another £40 then continued on the roulette whereupon I won £1000 I then withdrawed £900 and carried on playing the withdrawal never came off my balance so I thought I would play the £100 and then wait for the withdrawal. I was playing on gates of olympus with the £100 and then suddenly I won big and my balance went to £5000GBP. I then stopped playing to get my balance out, also I had rejected all bonus spins , I tried to get all of it out but they said I had an outstanding withdrawal with the site Administration. I had an email saying my withdrawal was created but they needed documents to prove who I was address and deposit proof which I sent and they verified them, then on the 4th July I had an email saying my withdrawal was solved. Ever since I have been sending emails which hasn't been answered and various chats with them they keep saying I have to wait as it is with the experts. But I seem to be getting nowhere there site says withdrawals are between 60 minutes and 24 business hours.

Dear Mhouse1958,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Mhouse1958,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

This is the first attempt of a withdrawal with Spacewincasino.com and I rejected all bonuses which was offered to me

Thank you very much, Mhouse1958, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Mhouse1958,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear SpaceWin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you Natalia for taking up my case I don't understand why they are taking so long, they told me in an email that my withdrawal was solved and being processed but I have had no reply since.

Dear Natalia

What happens if they don't reply within the given time period. I have just had an email from them asking me to join their tournaments.

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.

I know they will not respond so they will have got away with keeping my winnings and probably do it to some other poor player.

I have just read in the rules that you are not allowed to deposit or play real games as United Kingdom is a restricted country so why do they take my deposits.

Still getting emails from them.

Dear Mhouse1958,

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,

Natalia