SpaceWin Casino - プレイヤーの出金は拒否され、アカウントは閉鎖されました。

I hope you can help me with solving the problem concerning closing my account as well as rejected withdrawal of 3 000 €, Spacewin reference #14712200 from 7.10.2023 at 02:54:53.

Here is the story in briefcase:

I opened account at Spacewin casino on wednesday 4.10.2023, made a deposit of 20 € through instant bank transfer, wagered the bonus according the bonus terms and managed to win 100 € (Spacewin reference #14659604), which was cashed out without problems on 5.10.2023 at 15:35:55.

I made my second deposit of 20 € on friday 6.10.2023 at 0:39 Finnish time. Again I completed the wagering process and was very lucky ending to make a withdrawal of 3 000 € (Spawin reference #14712200) on saturday 7.10.2023.

Unfortunately withdrawal process of 3 000 € was not as successful as the first one. Withdrawal was awaiting confirmation until I received e-mail from Spacewin casino finance team on 9.10.2023 at 14:25 Finnish time. In the e-mail Spacewin finance team informed me that my account has been closed and my withdrawal is rejected due to violation of Terms and Conditions of Spacewin casino.

Based on my 20 years experience in online gaming I can assure that I have not been violating any terms of the casino.

I have been trying to contact Spacewin Casino financial team concerning their decision to close my account and reject the payment of my withdrawal, but have not yet received any answer. Only feedback I have received is from Spacewin Casino general support who told me that I should contact financial support of Royalspin Casino concerning the matter, which I did but have not received any answer yet.

I have prepared a lot of appendixes showing the discussions around what has happened as well as screenshots proving my withdrawals, terms of reference and other files related to the matter. Unfortunately download of the appendixes failed so I can send them after receiving e-mail address to send them.

I hope that Casino Guru can help me to find out a solution with the Spacewin Casino but I am fully aware of the fact that the final result is depending whether Space win acts with responsibility or not.

After propblems started with the Spacewin Casino I did some research concerning the background of the casino operator. According to Curacao egaming licensee register and Antillephone License Validation Spacewin Casino, (also sister (?) casino Roaylspin Casino) is unlicensed so it has no legal right to operate under Curacao licence. According to company information service by goverment of UK operator of the Spacewin Casino, Reddy Keddy Limited, was dissolved on 28.9.2021 so it no longer exists as a legal entity and cannot conduct business or enter into contracts. Registered key personnel seems to have connection to Russia and it's good to note that dealing with Russian-owned casinos may possibly be prohibited due to economic sanctions set against Russia and russian banks worldwide. This background information is not connected to my complaint but for me it is a red flag indicating one must be very careful to create a customer relationship to Spacewin Casino.

Dear JussiVe,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Could you please confirm that you passed the KYC verification?

Have you accumulated your winnings of €3000 with or without an active bonus? What types of games did you play?

Please forward any relevant communication between you and the casino about this issue to veronika.l@casino.guru.

Regarding the license, we warn the players in our review that the casino operates without an official license, which is an indicator of a possible danger.

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

Best regards

Veronika

Hi Veronika,

thank you very much for your quick response.

I will send you a lot of appendixes to your e-mail through my google mail, you should get them within 15 minutes. Please note that appendixes are numbered from 11 - 34 and grouped so, that appendixes between 11-18 are communication with casino etc. There is a file "List of appendixes.pdf" which is good point to start getting familiar what can be found from the appendixes.

Concerning your questions:

• I did download required documentation for KYC verification throught their website but I don't know if it was a success or not. However I asked from the casino whether they need me some documentation etc. but never got an answer. I had some conversation about the KYC procedure in accordance with my first withdrawal but unfortunately I deleted it after casino paid my first small win of 100 €.
• Accumulation of winnings was based to a deposit of 20 € + 250 % bonus with 35 x wagering (total wagering of 2 450 €). I was playing slot games, mostly Game of Thrones 243 ways, Cashapillar, Flowers, Planet of Apes, South Park Reel Chaos and many more in the group of "Bonus Play" games in the casino. During wagering the bonus I did not play any of the games not listed in "Bonus Play" collection. The maximum bet during my bonus play was 5 € with Cashapillar, less with the others. After wagering of 2450 € my balance was transferred from bonus money to cash money. During playing with bonus money I continued to play with the games, had a good hit on Cashapillar and some others and went around 1 200 € in my balance. Then I chose to play Rome & Glory with 2 € bet, hit the bonus round with emperor symbol as expanding and got 4 emporers which gave me a won of 2 000 € and my balance raced up to 3 300 €. I continued to play and stopped at the balance of 3 000,02 € and asked a withdrawal of 3 000 €.
• Screenshot from my balance shown in appendix 22 indicates that my real balance was 3 000,02 €, no bonuses were left waiting for wager. You can also see the withdrawal of 100 € casino paid to me earlier.
• There is another screenshot from my withdrawals indicating accepted (and paid) withdrawal of 100 € and withdrawal of 3 000 € which was awaiting for confirmation.

Once more I would like to thank you for taking my complaint under investigation. I know probably I will never see my winnings but miracles happen some times.

Please do not hesitate to contact me in case you have more questions.

Best Regards

Juhani

PS

You will have soon mail directly from my e-mail with the appendixes. Please inform me when you have received them.

PS 2

Appendixes are now send through google mail to  veronika.l@casino.guru

Thank you. I received your email and we will investigate the matter now. I will get back to you soon. Thank you in advance for your patience.

Dear Veronika,

referring to my complaint I forgot to mention one typical phenomenom during my gameplay at Spacewin Casino. From the beginningin casino had many gateway time-outs with the error code 504 indicating that host spacewin.com had an error. In the worst case connection to casino was lost everytime I closed a game I was playing and tried to went back to choose another game. After gateway error I had to clear my cache and restart the computer as adviced by the Spacewin chat support.According to instructions from Spacewin chat support I tried also to connect through VPN connection as adviced, eg. setting VPN location to Austria and using google brower in incognito mode. This led to the fact that I was logged out from the casino due to gateway error up to 20 times an hour, do a new login, logged out, new login etc. In normal case I would have left the casino but because I had a lot of money on my cash balance I did not pay attention to incovienence due to continuous connection cuts. I had several discussions with Spacewin chat support about this problem. Unfortunately I have not saved these chat conversations but I am sure Spacewin should have everything on their records.

In general chat support service from Spacewin was very fast and I had a feeling they really tried to help. The problem started after my request of withdrawal when the result was silence after having an e-mail about my account closure.Above described gateway errors are not connected to my complaint, it is just an example of technical problems the site seems to have.

My complaint is only for closing my account without a reason and rejecting my withdrawal.

The casino itself manages to give a good picture of itself, lot's of games, nice bonuses, very good and fast chat support what comes to the technical problems and general questions that are not dealing with withdrawals. Of course if I would have known the fact about fake license and backround of the company operating the casino I would have never opened an account there.

One thing I don't like is that althought Spacewin has closed my account I still receive promotional e-mails from the Spacewin support.

Once again, I am really grateful that Casino Guru has taken my case under review and hope a satisfactory solution can be found.

Best regards

Juhani

Send you a copy of the e-mail I sent to Spacewin Financial support 13.10.2023. As from today, until the case is open at Casino Guru, I don't contact Spacewin unless they are approaching me first.

Best Regards,

Juhani

Thank you very much, JussiVe, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to thank you for the work you have done so far. To be realistic, I am not so optimistic when looking for the further history with Spacewin Casino response to earlier complaints, but let's hope the best.

For the future I think there is a big need for solution to get all the payment providers to join the "fight" against unlicensed or fake license casinos in order to complete stop payments to these casinos. I noticed that Curacao goverment has tightened their license practises from the start of september. Hopefully licensing authorities will take a strict stance towards operators operating with the wrong license so that abuses can be eradicated.

Hello JussiVe,

I'm Michal, and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know, SpaceWin Casino was not really very cooperative in resolving complaints with us and has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite SpaceWin Casino to join the conversation.

Dear SpaceWin Casino,

Can you please provide information on why was the player's withdrawal rejected account blocked?

Hi Michael,

thank you for situation update. I know it will be very difficult to start a discussion with Spacewin, but let's hope the best.

I have noticed that Spacewin has been very passive in earlier complaints listed in Casino Guru. If they do not answer to you I think only sensible thing to do is to contact all payment providers they have and warn them about the company. I know payment providers don't comment about player complaints towards the casino but the fact is that Reddy KettyLimited who is informed to be the operator of the Spacewin Casino is dissolved and has no legal way to do contracts with anybody. This might be something that could be of payment providers interest.

Best regards

Juhani

Dear JussiVe,

I understand your frustration and I can't disagree with your opinion, however, the above-mentioned is beyond our capabilities. Unfortunately, there is not much that can be done without the casino's cooperation. However, SpaceWin Casino has still time to react.

As you rightfully stated Reddy KettyLimited who is mentioned as the owner of SpaceWin Casino is almost impossible to contact, so I'm afraid we have to be prepared for the worst-case scenario.

I still have my fingers crossed that the casino team will react and a suitable explanation or solution can be found.

I hope the casino takes a stand on the matter.

If the casino does not open discussion, I will make a criminal complaint to Finnish police. I hope that as one of the consequences of the complaint, the police will order Spacewinkasino's payment traffic to be blocked in Finland. Payment traffic blocks by the police are used to limit money transfers from players to those gambling companies that have received a prohibition decision from the Police Board. Finnish banks and payment providers are not allowed to make any money transfers to companies who are in payment block list. Possibility to use payment traffic blocking was added to the Finnish legistlation from the start of 20233.

I know ranting won't get me paid, but at least I've done my best to prevent future problems.

Thank you for the valuable work you do to defend players' rights.

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.

Hi Michal,

please proceed as you see the best, I trust your expertise in that matter. As I have said in my e-mails to the casino, I am open to discussion but it's difficult to discuss alone.

I am a bit suprised because it seems that the casino does not care about it's reputation. Let's hope the casino will answer, miracles may happen sometimes.

Dear JussiVe,

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

Casino Guru