Player is requesting his balance to be restored.

Hello Casino Guru team,

After deciding to quit gambling I saw an ad for Spacewincasino on 1/1/23 and thought lets give my luck one more final chance, a great start of 2023 could be nice 🙂.

So I deposited on spacewincasino.com 2 times (€250 and €300) and after some play I ended up on a balance of €2900 and asked the Support for a withdrawal as well as a normal wager limit. The casino Support responded about the payment but left the wager limit request aside which I can imagine as I did not make a very clear request about my situation(it was more like a general request).

I continued to play and ended up with a balance of €8,500 which was awesome but given my history on gambling and possible loss of control I sent another mail to the Casino Support regarding the payment and mentioned very clearly that I wanted a Wager Limit to prevent harm to myself/problems.

This mail was also received by the casino but this time no response came.. One day later the one thing I was afraid of did happen and I ended up losing all my balance after playing much longer and higher then I intended/wanted. Of course you can imagine that it make you angry that what you wanted to prevent did happen due to lack of help from the casino. So when I reached out to Live Support through chat the first time I explained the situation and she said first the casino did not receive my mail, when I gave her a time and more details she was able to retrieve the mail and said that her colleague probably overlooked this as it contained also payment info regarding the withdrawal I wanted to make. Then she said she will have to ask for feedback and closed the chat. Since then Live Support was not very helpful so I had addressed my case to the VIP Manager.

After several chats with the VIP Manager I got a final reply from the casino yesterday with some very weak arguments about security and safety and that they are no longer able to provide their services to me, the casino is willingly to refund my deposits partly. In this mail nothing is mentioned about my complaint or claim for my lost balance despite their mistake of overlooking my request.

As the casino is not very cooperative I do hope that Casino Guru could assist me in this matter to retrieve my lost balance as the casino clearly failed in setting the wager limit.

Dear Youssf,

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

Could you please advise when exactly you contacted the casino with your request to apply a wager limit after the win of 8500€? Did you achieve the win with real money or did you use a bonus? Was there any option to set the limit on your own in your casino profile?

Looking forward to your answer.

Regards,

Tomas

I played on the casino on January 1st.

Reached a balanace of €2900 and reached the first time out and kept playing the same day ending in a balance of €8500. Then (still the same day) I asked the casino for a wager limit per mail as Live Chat was not working then.

The reason I had to request this per mail was because the casino did not have any page in the account section to set a wager limit or any limit at all despite their policy saying that this should be possible.

All balances/winnings were gained with real money playing Live games(Evolution). A screenshot of this as well as all correspondance can be provided if needed.

The day after my request for a wager limit I was still able to play and ended up losing my whole balance.

And yesterday the casino came with the final solution which was:

Thank you for choosing our Casino! Here at SpaceWin we put the security on a first place, so the customer verification also includes automated high level check by the top security system in the gambling industry. Unfortunately, by performing such check on your profile we got a system alert, that your profile has negative feedback among other casinos. According to our casinos’ Terms and Conditions we are forced to refuse to provide you with any further services and permanently close your account. We are really sorry that such situation happened with your account and are offering a full refund of all your deposits made at SpaceWin Casino minus operational costs ( the cost of the deposit and the payout). The refund amount is XXX EUR. The transaction will take up to 10 business days, most likely sooner!

The VIP Manager said that I should reply with agree and drop all my claims or reject, and further on that he wont assist as he asked me to continue everything through the mail from now on about my case.

@ Casino Guru.

Is it possible to move my complaint to SpaceWincasino?

Hello Youssf,

thanks for your reply. Currently, the casino is not in our database but will be added shortly, that is why the casino is not shown in the complaint.

For the avoidance of doubt, is this the correct casino the complaint is about?

https://spacewincasino.com/

Is the offer of the casino something you'll accept? Please let us know about your decision. If you'll agree with the casino's proposition we will consider the matter resolved and we'll close the complaint. I'll look forward to your reply.

Hello Tomas,

That is indeed the correct casino I have a complaint about.

Their offer has been rejected by me as it is a unfair deal, the casino must restore my balance to €8500 and withdraw this amount as I made a clear request to them for a Wager Limit which would ve prevented any loss but the wager Limit (which was set at €50 so the balance would be €8450 in that case).

Instead of looking into this matter the casino confirmed they overlooked the request, and after a week they came with some bs about security checks and account closure which nobody informed me about the first days. This proof to me that the casino could not justify its mistakes and searched for different excuses....

That being said I do wish to proceed with my complaint and do hope that Casino Guru can assist and intervene in this matter, their contact details can be provided if needed so you can (try to) speak with the Casino Manager.

While I understand your dissatisfaction, Youssf, I would encourage you to reconsider the offer from the casino if at all possible.

Unfortunately, there aren’t unified regulations when it comes to responsible gambling, that would be applied to all casinos and player protection tools are managed by casinos exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and sadly, some casinos operate without them completely.

I apologize, but we cannot penalize or push the casino to return your winnings or deposits if it isn’t able to set the wager limit as you expected, to protect you.

If you haven't received a confirmation from support the wager limit is in place, it's reasonable to assume it wasn't. If the request is handled via email communication, the delay between when you request the limit to be applied and when it is actually applied might differ.

Please let me know if there is anything else I could help you with, or if I overlooked information, otherwise, I will be forced to reject this complaint.

Hello Tomas,

Thanks for your reply!

Unfortunately looking to your reply you did not investigate the casino’s policy at all as they do have a Responsible Gaming Policy. https://spacewincasino.com/info/responsible_gaming

I do believe that my complaint is justified and worth the investigation at Casino Guru simply as the casino failed on its own policy/rules. I fully agree that there is no unified regulation regarding responsible gaming, and you have to deal with the offers depending on the casino. However, it is one thing that a casino has no protection tools and another if a casino has but does not use them when players need it to avoid payouts.. 

And according to your reply(correct me if I understand it wrong) if a player request a self-exclusion and this is gets overlooked or not set properly he/she also cannot use the complaint procedure on this casino as you would not be able to refund/restore the players balances/deposits, yet there are several complaints here (solved and unsolved) about an overlooked self-exclusion request where players required help from your team to resolve the matter. 

Do note that I made the request twice for a wager limit and on both I have evidence that this message was received by the casino. And between my second Wager Limit request and the time I started actually playing again (which took several hours before I lost all my balance) we passed 18 hours which is more than enough time for the casino to set this Limit or reply asking for more info or stating that they cannot honour such request as their Support is 24/7 available.

The request I made to the casino was:

Furtheron I also hereby request a wager limit of €50 per day effective immediately to prevent harm to myself!

Mentioning this normally indicates that the player needs help or the casino needs to look into this better to see what assistance they can provide.

After losing all my funds and speaking with Live Support, she confirmed the receival of my request but according to her maybe her colleague did not notice it which is actually a shame. Given their reply on my case it would not surprise me if that maybe was maybe on purpose..

What I do expect from Casino Guru actually is to look into the case as this casino simply violated its own terms and protection tools which should lead to investigation (and maybe a restore of balance or black points if the casino does not respond at all) by maybe overlooking my request.

The fact that the casino offered me a partial refund of my deposits does imply that they are aware of their mistakes as in their final decision/reply they did not mention a word about my complaint or case, all they came up with was a weak excuse about security checks and ‘negative’ feedback from another casino without any supporting evidence. Support also confirmed that if I agree on the refund, I have to drop all my claims against the casino which again imply that they know they are wrong and needs to get rid of me.

During the first week after sending my complaint I was still able to play and deposit on their casino without any restrictions which proof that the casino does not want to set any to gain more profit. The day before I got the 'Final' Decision they blocked my casino account fully which I guess did so I can not gather any evidence against them I think.

That’s why I turned to Casino Guru as it would be easier to use your mediate solution which could resolve my matter and if that fails warn other players to stay far away from this casino as they are unfair and rogue.

With all the above I wonder what the Casino Guru team will say about this complaint on trying to resolve it or not..

Thank you for your well-reasoned comments, Youssf.

I am truly sorry the wager limit wasn't applied to your account as the casino most likely overlooked your request, therefore you weren't protected.

We currently don't consider the 'wager limit' as a mandatory tool for casinos to offer and if for some reason the tool failed we won't push casinos to return deposits or winnings to affected players. Even if the tool was mandatory, when the request is made via email, there is an expectancy the request might be overlooked or take longer to process. I strongly advise you to reconsider the casino's offer of a partial refund, as it's more than we would ask them to do.

In order to not be able to deposit in the casino I would strongly encourage you to self-exclude yourself from the casino. When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please keep me informed about any further developments. Thank you in advance.

A self-exclusion is not applicable as the casino already closed my account.

This is what the casino send me:

Thank you for choosing our Casino! 

Here at SpaceWin we put the security on a first place, so the customer verification also includes automated high level check by the top security system in the gambling industry.

Unfortunately, by performing such check on your profile we got a system alert, that your profile has negative feedback among other casinos. According to our casinos’ Terms and Conditions we are forced to refuse to provide you with any further services and permanently close your account.

We are really sorry that such situation happened with your account and are offering a full refund of all your deposits made at SpaceWin Casino minus operational costs ( the cost of the deposit and the payout). The refund amount is 470 EUR. The transaction will take up to 10 business days, most likely sooner!

Something similarly has been received by the other complaint of €13K, which is quite a coincidence if you ask me....

Casino fails in its own terms and comes with this response shutting down my account and leave that €8500 out of discussion but willing to provide a partial refund of the lost deposits which is everything but fair.

It is very unfortunate to see that Casino Guru is unable to assist as I do believe I have a strong case, but I am also out of options as this casino is likely to be a rogue one without a license which make it safe to say that I would ve never received that €8500.

I have agreed on the offer as I am out of options 🙁. Sad to see that the casino is abusing a License seal which looks identical to the real one.

Thanks, Youssf for your reply.

Indeed the casino's license is something we'll investigate and the status of the license will be displayed in our review, once the review is published.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.