SpaceHills Casino - Los retiros del jugador se cancelan y la cuenta se restringe.

Hello,

I hope you can help me.

I created a new account at spacehills.com last week.

There was a first payment bonus, so I deposited 500 euros.

After a certain amount of time, I also turned over my wager and had 6000 euros in my account.

I have requested a payout of 4000 and a payout of 2000 euros.

Both were correctly listed under payouts.

When I checked if it was being processed, both payouts had been cancelled and my balance was gone.

My account was fully verified before the deposit was made.

I reported it to support.

He couldn't tell me and I got the answer that I would receive an email.

Three hours later she arrived with the statement that I had violated their terms and conditions regarding bonus hunting, fraudulent attempts, etc.

I replied that I had followed all your rules.

No spin cost more than 5 euros, and every spin from the first to the last cost 5 euros.

No multiple accounts

Only use of the first deposit bonus

No free spins collected, and later all free spins were opened.

The only response was an email stating that they would get in touch when they had more information.

I replied that all the information could be found in my spin history, but I didn't hear anything further from you.

I hope you can help me here.

Hallo,

Ich hoffe Ihr könnt mir weiterhelfen.

Ich habe einen neuen Account letzte Woche bei spacehills.com erstellt.

Es gab einen Ersteinuahlungsbonus und somit habe ich 500 Euro eingezahlt.

Nach einer gewissen Zeit habe ich meinen Wager auch umgesetzt und hatte 6000 Euro auf meinem Guthaben.

Habe eine Auszahlung über 4000 und eine Auszahlung über 2000 Euro beantragt.

Beide standen ordnungsgemäß auch unter Auszahlungen drin.

Als ich prüfen wollte ob es in Bearbeitung ist waren beide Auszahlungen storniert und mein Guthaben war weg.

Mein Konto war auch vor der Einzahlung komplett Verifiziert wurden.

Ich meldete es dem Support.

Er konnte es mir nicht sagen und ich bekam die Antwort ich bekomme eine E-mail.

3 Stunden später war diese da mit der Aussage ich hätte gegen ihre AgBs verstoßen zwecks Bonushunt, betrügerische versuche etc.

Ich antworte das ich mich an all Ihre Regeln gehalten habe.

Kein Spin über 5 Euro und auch jeder spin vom ersten bis zum letzten waren 5 Euro

Keine Multiaccounts

Nur Nutzung der ersteinzahlunsbonus

Keine Freispiele gesammelt und später alle geöffnet

Daraufhin kam nur eine Mail das sie sich melden wenn sie mehr Informationen haben.

Ich antwortete noch das man alle Informationen aus meiner Spinhistory erkennen kann aber nix mehr Ihrerseits.

Ich hoffe ihr könnt mir hier weiterhelfen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpaceHills Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please specify which payment method you have used when depositing and when requesting a payout?
• Could you please list which documents the casino requested during the verification process?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Thomas.

Thank you for submitting the complaint.

Here are all the answers to your questions.

1. No, my account was blocked after I repeatedly asked for proof of my offense.

2. I only played slot machines with the maximum value of 5 euros that the casino allows.

From the first to the last spin, it was always 5 euros per spin.

3. I deposited via instant bank transfer and also requested the payout via bank transfer.

4. I verified it via sumsub.id, as the casino offered this option. For verification, my bank card and ID from both sides were required. Furthermore, proof of address where I have submitted recent bank statements was also needed.

5. I will send you the chat history from the casino website and the email history via email.

Hallo Thomas.

Danke für die Erstellung der Beschwerde.

Hier alle Antworten zu deinen Fragen.

1.nein mein Account wurde gesperrt nachdem ich mehrmals nach beweisen für mein vergehen gefragt habe.

2.habe nur spielautomaten gespielt mit dem max. Wert von 5 Euro was das Casino erlaubt.

Vom ersten bis zum letzten spin waren es immer 5 Euro je spin.

3.ich habe per sofortüberweisung eingezahlt und auch die Auszahlung per Banküberweisung beantragt.

4.ich habe es über sumsub.id verifietirte, da das casino diese option anbot.für die Verifizierung wurde meine Bankkarte und mein Ausweis von beiden Seiten benötigt. Desweiteren ein adressnachweis wo ich aktuelle Kontoauszüge hinterlegt habe.

5.per e.mail übersende ich dir den chatverlauf von der casinoseite und der Emailverlauf.

Dear JanB,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello JanB,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear SpaceHills Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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 JanB,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. 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.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As SpaceHills Casino has not engaged or responded within our own dispute resolution process as an independent dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

You may also find our article, How to submit a complaint to a regulator | Casino Guru, helpful when preparing your submission.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru