Hello,
Sorry to post only complaints/issues on these forums. I am expecting a few comments 'Why did you do that' / 'That was stupid' 'You are stupid'
spacecasino.co.uk is a small casino that is registered in the UK and registered address is also in the UK, which means it is registered with the UKGC. They have a sisiter website spacecasino.com that has a Maltese address and registered with the MGA.
They are not mentioned on many if any forums like this. Although, I am certain they are a legitimate casino and just starting out? (registered 2018), I will eat my hat if they are a scam casino and have tricked me into believing they are registered with the UKGC.
Anyway, to the reason I am here is to ask for your opinions to what my next options are.
I registered an account using my information that is Identical to what is on my official government documents, including the same address. The only things that may of varied are my email address and phone number which I usually just click what auto fill provides me.
Spacecasino clearly accepted and opened my account stating that I have been Electronically verified and I can deposit / play on their website.
I then deposited using a virtual card linked to Apple Pay to the sum of £400.00 (4 payments of £100.00).
I then somehow managed to build my balance up to £23,000 over the next 12 hours of playing (Joys of gambling when its going good..)
I then withdrew my balance where I INSTANTLY received a request for more documents, from what I have read - this is a direct breach of their license with UKGC "A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation." (UKGC Licence Condition 17).
I happily provided the documents requested, and was told they was all accepted and my account updated, apart from my passport not having a signature (New UK passport) - I then signed this and resubmitted it at the first opportunity. I never received a response of 'this has been accepted' only a 'your documents have been submitted to the team for review' I then queried this which I received a response of
"As a responsible gambling operator, Space Casino runs checks on our customer transactions to ensure that we know exactly who we are transacting with.
Whilst we are undertaking our checks, you will be restricted from accessing your player account."
'
A few days pass whilst I received no response, so raised a official complaint yesterday to which I received a response today.
Following receipt of your documents we have taken the decision to close your player account permanently for a breach of the following terms and conditions:
In order to be eligible to open an Account, you warrant that:
2.1.7 Are not registered with Gamstop, the UK national self-exclusion scheme or with any other similar scheme, under the name with which you register with us, or with any other variant of your name.
2.2 We utilise fraud prevention software, and undertake Responsible Gambling and Anti-Money Laundering checks in line with our regulatory obligations. In circumstances where you fail these checks or are found to be in breach of any of these Terms and Conditions, we reserve the right to close your account, withhold your balance and remove any free bets, bonuses and associated winnings.
In line with our procedures, an amount of £400 has been refunded back to your card ending with***** with any associated winnings cancelled. The transactions on the bank statement will show as the following: £100, £100, £100 and £100.
I am very confused with this and this is where I would love some advice on the next steps to take.
2.1.7 - I am not registered with Gamstop or any similar schemes. The only casinos I have excluded from are LADBROKES and that was in protest of a bet. Even if i was Self Excluded with Gamstop HOW have they not picked up on this at REGISTRATION not upon WITHDRAWAL.
2.2 FRAUD? how have I committed fraud. The ONLY thing after looking into every possible avenue is that the card I used (IN MY NAME!) was used on a family members Iphone (mines broken so I am currently using it whilst apple repair mine) submitted his email address and address to their payment merchant.
Spacecasino did ask me for a bank statement with the card on, which I provided and was told was accepted. I have informed them, that if this is the case then I will HAPPILY add the card directly to their website where they will be able to verify it / get the correct information (not masked information). I am ALSO happy to travel to their head offices in London and give them whatever documents they require!!
It honestly seems to me that they have broken numerous terms of their agreement with the UKGC and have found one TINY flaw (Applepay) which they are trying to use to not pay out my win.
To be able to accuse me of fraud their information has to be strong enough to stand up in court (Right?) I am honestly ready to start court proceedings as the evidence is solidly in my favour (without going through ABAS)
I apologise for the frustrated rant. And any advice is appreciated.
Thanks,
Sorry to post only complaints/issues on these forums. I am expecting a few comments 'Why did you do that' / 'That was stupid' 'You are stupid'
spacecasino.co.uk is a small casino that is registered in the UK and registered address is also in the UK, which means it is registered with the UKGC. They have a sisiter website spacecasino.com that has a Maltese address and registered with the MGA.
They are not mentioned on many if any forums like this. Although, I am certain they are a legitimate casino and just starting out? (registered 2018), I will eat my hat if they are a scam casino and have tricked me into believing they are registered with the UKGC.
Anyway, to the reason I am here is to ask for your opinions to what my next options are.
I registered an account using my information that is Identical to what is on my official government documents, including the same address. The only things that may of varied are my email address and phone number which I usually just click what auto fill provides me.
Spacecasino clearly accepted and opened my account stating that I have been Electronically verified and I can deposit / play on their website.
I then deposited using a virtual card linked to Apple Pay to the sum of £400.00 (4 payments of £100.00).
I then somehow managed to build my balance up to £23,000 over the next 12 hours of playing (Joys of gambling when its going good..)
I then withdrew my balance where I INSTANTLY received a request for more documents, from what I have read - this is a direct breach of their license with UKGC "A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation." (UKGC Licence Condition 17).
I happily provided the documents requested, and was told they was all accepted and my account updated, apart from my passport not having a signature (New UK passport) - I then signed this and resubmitted it at the first opportunity. I never received a response of 'this has been accepted' only a 'your documents have been submitted to the team for review' I then queried this which I received a response of
"As a responsible gambling operator, Space Casino runs checks on our customer transactions to ensure that we know exactly who we are transacting with.
Whilst we are undertaking our checks, you will be restricted from accessing your player account."
'
A few days pass whilst I received no response, so raised a official complaint yesterday to which I received a response today.
Following receipt of your documents we have taken the decision to close your player account permanently for a breach of the following terms and conditions:
In order to be eligible to open an Account, you warrant that:
2.1.7 Are not registered with Gamstop, the UK national self-exclusion scheme or with any other similar scheme, under the name with which you register with us, or with any other variant of your name.
2.2 We utilise fraud prevention software, and undertake Responsible Gambling and Anti-Money Laundering checks in line with our regulatory obligations. In circumstances where you fail these checks or are found to be in breach of any of these Terms and Conditions, we reserve the right to close your account, withhold your balance and remove any free bets, bonuses and associated winnings.
In line with our procedures, an amount of £400 has been refunded back to your card ending with***** with any associated winnings cancelled. The transactions on the bank statement will show as the following: £100, £100, £100 and £100.
I am very confused with this and this is where I would love some advice on the next steps to take.
2.1.7 - I am not registered with Gamstop or any similar schemes. The only casinos I have excluded from are LADBROKES and that was in protest of a bet. Even if i was Self Excluded with Gamstop HOW have they not picked up on this at REGISTRATION not upon WITHDRAWAL.
2.2 FRAUD? how have I committed fraud. The ONLY thing after looking into every possible avenue is that the card I used (IN MY NAME!) was used on a family members Iphone (mines broken so I am currently using it whilst apple repair mine) submitted his email address and address to their payment merchant.
Spacecasino did ask me for a bank statement with the card on, which I provided and was told was accepted. I have informed them, that if this is the case then I will HAPPILY add the card directly to their website where they will be able to verify it / get the correct information (not masked information). I am ALSO happy to travel to their head offices in London and give them whatever documents they require!!
It honestly seems to me that they have broken numerous terms of their agreement with the UKGC and have found one TINY flaw (Applepay) which they are trying to use to not pay out my win.
To be able to accuse me of fraud their information has to be strong enough to stand up in court (Right?) I am honestly ready to start court proceedings as the evidence is solidly in my favour (without going through ABAS)
I apologise for the frustrated rant. And any advice is appreciated.
Thanks,
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