SpaceWin Casino - The player struggles to receive his money from the casino.

Dear all,

Unfortunately I have a big ongoing issue with SpaceWinCasino.

In march I deposited 4579 euro into my account and won a big win, my Wallet was 58.000 euro. So far so good, I made a withdrawal from my first 20.000 euro and at that moment my account was blocked.

Financial team emailed me telling me that I was blocked due to AML security checks.

I’ve been waiting a month for the results and they replied that I was gambling above the maximum bets from 50 euro. (So that’s not a AML policy blockage they told me the first time) But it is correct, my bets were above 50 euro each time. (Did they change the T&C’s in the meantime from the month blockage)

They offered me a bonus with 7x wagering amount 10.000 euro. I refused that because I don’t agree with the 7x wagering. So I asked them to refund all of my deposits. They agreed and I have send my bank details. After my last email with bank details it’s silence from their side. I tried to contact them several times by email. And now when I’m using the support chat they will instantly close the chat and don’t speak to me anymore.

Is there someone who can help me with this issue? My account is still blocked.

My best regards!

Hello Reinier34,

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 when was the last time you received a payout from the casino? When did you agree to receive only your deposit refund? 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?

Looking forward to your answer.

Regards,

Nick

Hi Goodday,

I have never received any payout from the casino because I just started to play at the casino in March for a week or so until my account was blocked.

09 May was our last contact with the financial department regarding the refund of my deposits because they didn’t agreed for a "normal" withdrawal from a part of my winnings. The winnings were without a bonus with reel money.

greetings Reinier

Hello Reinier34,

Is it possible to forward your communication with the casino to nikolas.b@casino.guru?

Dear Nick,

thank you for looking into this issue, I’ve forwarded the communication to the email adres.

Reinier

Thank you Reinier34 for all the information provided. As far as I've checked, the casino do not state any maximum betting limit for bonuses so they should not void your balance for that reason. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi,

thank you, my bettings are without bonus money played. So I played for real money.

Awaiting your colleagues reply.

kind regards,

reinier

Hi Reinier34,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask SpaceWin Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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 Reinier34,

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,

Tomas