SpaceWin Casino - The player's account has been blocked and his winnings confiscated.

Sehr geehrte Damen und Herren,

Ich bin eine Kunde vom SpaceWin Casino und habe eine Beschwerde bezüglich meiner Auszahlungsanfrage. Nachdem ich einen Gewinn von 13000 Euro erzielt habe, habe ich eine Auszahlung beantragt und daraufhin wurde ich zur Verifizierung meiner Identität aufgefordert. Ich habe alle benötigten Dokumente vollständig hochgeladen.

Trotz meiner Bemühungen hat SpaceWin keine Reaktion gezeigt. Ich habe den Support kontaktiert und wurde mehrmals mit leeren Versprechungen abgespeist. Nach weiteren erfolglosen Kontaktaufnahmen mit dem Support erhielt ich eine E-Mail, in der mitgeteilt wurde, dass bei einer Prüfung durch die Glückspielbehörde Unregelmäßigkeiten und Beschwerden bei anderen Casinos vorliegen und das mein Konto zeitnah geschlossen werden soll.

Ich bin sehr enttäuscht von dieser Erfahrung und bitte Sie, diese Angelegenheit zu untersuchen. Bitte lassen Sie mich wissen, ob es irgendwelche Schritte gibt, die ich unternehmen kann, um meine Auszahlung zu erhalten.

Ich danke Ihnen für Ihre Zeit und Aufmerksamkeit.

Mit freundlichen Grüßen, Timo P***

Dear timopfadenhauer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Sehr geehrte Damen und Herren,

Ich habe bei meiner Recherche über die Seite SpaceWin Casino einige Unklarheiten bei den Slots von Pragmatic Play und Relax Gaming entdeckt und möchte Ihnen diese gerne zukommen lassen.

Ich bin besorgt darüber und bitte Sie, diese Angelegenheit zu untersuchen. Ich bin bereit, Ihnen alle Unterlagen und Informationen zur Verfügung zu stellen, die Sie benötigen, um die Angelegenheit gründlich zu prüfen.

Ich würde mich sehr freuen, von Ihnen zu hören und stehe Ihnen für weitere Fragen oder Klarstellungen zur Verfügung.

Mit freundlichen Grüßen, Timo P***

Dear timopfadenhauer,

Have you received your withdrawal from the casino yet?

Hallo Kristina,

Das Casino hat meinen Gewinn trotz mehrerer Anfragen nicht ausgezahlt. Zusätzlich dazu wurde mir mitgeteilt, dass mein Konto ohne Angabe von Gründen geschlossen wurde. Ich habe versucht, Kontakt mit dem Kundenservice aufzunehmen, aber bisher ohne Erfolg.

Ich wäre Ihnen sehr dankbar, wenn Sie mir helfen könnten, diese Angelegenheit aufzuklären.

Mit freundlichen Grüßen,

Timo

Thank you for your reply, timopfadenhauer. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hallo Kristina,

Ich habe noch keine Auszahlung beim Casino SpaceWin vorgenommen, da die KYC-Verifizierung vom Casino noch nicht bearbeitet wurde und ich immer wieder vertröstet wurde. Derzeit ist mein Konto gesperrt und ich kann nicht mehr darauf zugreifen. Die Einzahlung war mit Bonusguthaben und wurde von mir wie vorgeschrieben gewagert. Im Anhang finden Sie die letzte E-Mail des Casinos. Wenn Sie weitere Informationen benötigen, stehe ich Ihnen gerne zur Verfügung.

Mit freundlichen Grüßen Timo

"Dear Timo,

Due to security reasons, we cannot disclose any details of the system check and/or internal investigation.

Please, pay attention to our Antifraud section of Terms & Conditions, for example, next paragraphs:

10.19 In certain cases, including when the system detected suspicious activity and enabled your account automatically or we have a reasonable suspicion that you have breached these Terms, we may suspend Your Account, meaning that Your Account will not be deleted and Your Account balance will remain intact, but you will not be able to perform deposits, place bets or participate in games until the underlying reason of suspension is resolved.

10.20 If a group of players is found to use the same game strategies, and is also associated (including but not limited to) the same type of payment system, geolocation, IP address or partner/referral link, then spacewincasinocasino.com reserves the right, at its sole discretion, to confiscate winnings and /or deposit.

10.21 We may cancel or amend a Transaction or void any winnings received due to Collusion, Cheating, Fraud and Criminal Activity, Errors or Omissions, as well because terms set out for Verification of Your Identity.

We want to remind you that you still can get an offered refund. We can proceed the refund via Bank card, crypto or Bank transfer, please provide your details:

Bank card: full name, full card number and expiration date of it

Cryptowallet: specify the currency and token and we will proceed with it for you.

Bank Transfer:

Account holder's name: X (full name should be provided)

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

Account number: X / IBAN: X

SWIFT (or BIC): X

In order to proceed the refund we also need the proof your identity, please make sure we got from you (1) a copy of a valid identity card or passport, (2) selfie, holding your ID and (3) document which proves your address (Utility bill or Bank Statement) where your name and address are indicated.

Please reply to this email with your details and confirmation that you have no claims and agree with the refund amount: "I completely agree with the proposal and have no complaints against the casino".

Sincerely,

SpaceWin Customer Care Team"

Thank you very much, timopfadenhauer, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, timopfadenhauer,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SpaceWin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SpaceWin Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked? Is the casino going to refund the entire balance available in the account? If anything from the winnings should be confiscated and we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Greetings,

Based on the fact there was no reminder sent to the casino and its representative outside the complaint after the automatic response generated by the system (the previous post added by me), I am extending the timer one more time, until Friday.

The reminder will be sent in a while. Therefore, I would still like to wait for the casino's statement. However, if I do not receive any response from the casino before the current timer expires, the complaint will be closed as stated above.

Thank you for your understanding, and I sincerely hope the casino will contact me shortly.

Dear timopfadenhauer,

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