CLOSED: Space Casino blocked my 1500eur winnings.

Hi,

I deposited at Space Casino 20€, got 20€ first deposit bonus.

I played and get up to 400€ and cleared my bonus. I asked for 350€ withdrawal and played with the rest of the money 50€. From the 50€ got up to 1100€ until they blocked me for a moment, deleted all the money and left me 20€ deposit amount.

They sent me, that I violated bonus terms because of my bet amount (I used bigger than 1€ sometimes). Well, I acknowledge, that they are true, but I think they should remove amount I win within "wagering bonus session" and not the winnings AFTER bonus was cleared, because after I cleared my bonus, I play with 50€, so that was 20€ deposit amount + 30€ from bonus. If I play only with 20€ deposit amount, I will win 1100€ anyway (I never fall under 30€).

When I was playing with 50€ clear money, I get up to 1100€. I dont think they have right to reduce all 1500€. I think they should remove 380€ (400-20 deposit amount) from the "wagering bonus session".

Hey there, how sad to hear this :-(

Seems to me you broke one of their bonus terms and therefore they had the right to void the bonus money including the winnings from it. You are not the first nor will be the last who broke the bonus terms. It is mandatory to read the t&c before claiming any of their bonuses. I really hoped you'd get your money but I think this is a lost cause and sorry you had to learn the lesson the hard way :-(

Could you please provide me with your casino username? We'll get in touch with them.

Ondrus.

Thanks

We're going to get in touch with them. Keep you posted. 

Hi, unfortunately in case when you broke the bonus rules we cannot return your winnings.

When you got this winnings does not matter, as any gaming activity affects to the balance and the ability to make certain bets.

3.5. Maximum bet during bonus wagering is: on deposit up to 99 EUR/USD/ 4999 RUB/ 0.049 BTC - 1 EUR/USD/100 RUB/0.001 BTC, on deposit from 100 EUR/USD/ 5000 RUB/ 0.05 BTC - 5 EUR/USD/300 RUB/0.005 BTC (this condition is also applied to table games and Live games, and it also refers to doubling of winnings or bets). Exceeding maximum bet playing with bonus can lead to cancellation of your bonus and any winnings.

Well, you just changed you T&C!

Few hours before was this this sentence:
Exceeding maximum bet playing with bonus can lead to cancellation of your bonus and any winnings received prior the fulfillment of wager requirements.

Acording this terms I won 1100€ after fulfillment of wager requirements and you blocked my money.

If you exceeded the bet when playing with bonus, the prize obtained after wagering the bonus will be also cancelled and returned only your Deposit. Since this in any case affects to your balance and gives you the opportunity to make big bets after wagering the bonus.

Again, I'm following your Terms:

Exceeding maximum bet playing with bonus can lead to cancellation of your bonus and any winnings received prior the fulfillment of wager requirements.

And after I fulfilled wagering requirements, I played with only 50€ in the range of 20€ (my deposit amount), so It didnt affect it.

@Space casino rep - if your terms stated 'prior' then the member is correct and should get to keep their winnings.

3.5. Maximum bet during bonus wagering is: on deposit up to 99 EUR/USD/ 4999 RUB/ 0.049 BTC - 1 EUR/USD/100 RUB/0.001 BTC, on deposit from 100 EUR/USD/ 5000 RUB/ 0.05 BTC - 5 EUR/USD/300 RUB/0.005 BTC (this condition is also applied to table games and Live games, and it also refers to doubling of winnings or bets). Exceeding maximum bet playing with bonus can lead to cancellation of your bonus and any winnings received prior the fulfillment of wager requirements.

As I wrote above, the bonus was wagered with a violation, after that the player had a larger balance, which allowed him to make big bets and, accordingly, get a win after wagering the bonus. So we can't return the winning to player that have received it after violate the bonus terms.

We have also this terms:

3.9. Winnings received using bonuses are available for withdrawal as soon as you fulfill all wagering requirements.

3.14. Any winnings earned playing with bonus or free spins when this bonus is wagered, lost or forfeited, will be deducted.

3.15. Casino has the right to cancel any bonuses and winnings, if there are any doubts that they have been obtained in dishonest mode.

3.20. When playing with bonus funds, all winnings requested for withdrawal pass verification before paying out.

No need to try to find a loophole in the inaccuracy of the rules, it is logical that if the terms of the wagering are violated, then the entire win is written off, not part of it, as all this affects the further game.

This is our final decision in this situation.

I didn't violate these terms you're sending. I accept that I violated terms about maximum bet amount (I really didnt know about it) and I agree you have right to delete my winnings from the wagering session (380€). But acording your terms I have right o keep winnings after I completed wagering req. Thats just a fact. I'm not looking for a loophole, I just follow your terms. My winnings after I completed wagering req. were clean and not affected by winnings from wagering session. If you didn't respect your own T&C, it's disappointing and I will not give up until I get my money. Sorry

Ondrus i am not a casino rep or is here to side with anyone but i do know a thing from my experience with bonuses and is that if you break terms while wagering then everything is voided and you get your deposit back period. Everything played AFTER wagering was completed was made with money that you should not have as it was supposed to be voided. So when you cashed out and kept 50.. that 50 you were not supposed to have in the first place as your 20 was in the first cash out and the 50 was extra you made from breaking terms. Therefor you are not supposed to keep anything you won from your play after the wagering was done. The only way i see you having a case is if you did play with your 20e after they erased your winnings and they were refusing to pay your winnings from it which is not the case. I am sorry for you, i know the feeling but the casino are right there. I play space casino and yeah you have to read terms carefully as even the 1e max bet is unusual and people not reading terms might be caught very often there.

You're not right and you didn't understand what we are talking about.

I have full right to want my money back according their T&C.

They argue I violate terms and on the other hand they violated their own T&C.

The proof is that they quickly change T&C after I made this thread, because they know they HAVE TO give me that money.

I'm going to handle this here with LCB admins and rep, but if they won't pay me my money, I'll definitely contact institution which gave casino the license.

I will write my experience on other forums (askgamblers etc.) and rating websited and I'm considering to discuss next steps with my lawyer.

Terms are terms and when casino don't follow their own terms, they shouldn't have license.

I am not here to judge, but i stated my point and that's how they will win. Even if they change some things in the terms after. They still have a point they win, they just didn't wait because they saw some flaws through that case and fixed them. The money you used to win after the wagering was won by breaking terms, therefor you had no money to win after the wagering. Especially since you had a pending cashout meaning your deposit was there and the extra you used to play were from the money you were not entitled for by breaking said terms. You have no case, no lawyer or anyone can solve this. You have to take on you and breathe. I have been screwed for more than that and i was a legitimate winner without breaking any terms and i took on me and moved on, you have to now too. Im sorry for you, i truly feel how painful it is, but it's what it is.

You have to understand, this isn't about who have a point or think what's right.

This is about I have fully right by their T&C which they have set to withdraw money I won after wagering bonus session.

Its not about feelings or anger, Its about facts.

And the points i stated, which are not related to feelings or anger are the reason why they will win. I am not trying to be bad or against you whatsoever. I am just trying to save you all the trouble you want to jump into that will end up with the result of being what i told you before. For what i told you, they will win. So unless there is something i missed somewhere, that's about it. But good luck either way. Hope all goes well for you.

Casinos bonus terms are tricky and reading them is mandatory because when you claim any of their bonuses you're no longer playing with your own money. If I am correct, you admitted you've broken the max bet rule, whether you knew about the rule or not, the casino does not care less. It is about a large sum of money and if they find anything that gives them a reason not to pay then you can expect to get disappointed. I would let this one go if I was you, I know it is hard but I think it is the only choice you have. Rules are rules, some casinos would let this one pass but there are plenty out there that are harsh when it comes to breaking bonus terms, to them it's a kind of bonus abuse.

Only time will heal and you'll get over it, just like I did.

Yeah I know, casinos are try to avoid paying. :-)

But I think their T&C are very clear about that:

Exceeding maximum bet playing with bonus can lead to cancellation of your bonus and any winnings received prior the fulfillment of wager requirements.

If they're a good solid casino, they should admit they were wrong, pay me the money and be glad I pointed out to this so this case will no longer be repeated.

If they're not solid, they will try to avoid responsibility and in that case they should be added to warning list.

They won't pay if they don't have to but if you want them to pay you, rules must be followed. If you followed the rules, they are obligated to pay you whether they like it or not and this applies vice versa. So to make it clear, did you place higher bets than allowed during the bonus wagering or did you not? If you did not, have some proof to back it up in case it's needed but if you did place higher bets than allowed during the bonus wagering then you can consider this case is closed.

Yes but you won after with winnings receive "prior to the fullfillment of wager requirements".  Either you don't understand what we are saying or you are really so focused on the money you just don't want to hear anyone saying that you will not get what you want. It's clear, you broke terms, you won money you weren't meant to have. You cashed out, meaning your initial 20$ was there along with winnings you shouldn't have and you kept extra money you weren't meant to have to win. I mean seriously get real it's getting long to repeat over and over while you fly on your hopes that will not be fullfilled for the reasons we mentioned. We are not casinos rep, we are just players like you trying to make you understand it won't happen. Of course if space casino decides to be super generous you might get something, but hoping a casino become generous just for fun is wishfull thinking. Especially since you are not a vip there, they have no reasons really to do you a favor. But if there is nothing we can do or say, i guess just go with it. Do your thing.

I'm sorry, but you just don't understand these terms. Even Melcb confirmed what I'm saying all time.

Exceeding maximum bet playing with bonus can lead to cancellation of your bonus and any winnings received prior the fulfillment of wager requirements which is in this case 400 euros.

AFTER the fulfillment of wager requirements I win 1100 euros. That is the fact you can't denied. You shouldn't write your opinion based on general practice, but based on FACTS related to this case.

They don't have any point in terms saying they have right to delete my winnings.

Hi Ondrus,

We chatted with the casino about their rules. So they keep on repeating the same thing: 

The bonus was wagered with a violation, after that the player had a larger balance, which allowed him to make big bets and, accordingly, get a win after wagering the bonus. So we can't return the winning to the player that has received it after violate the bonus terms. This is our final decision on this issue. 

3.15. Casino has the right to cancel any bonuses and winnings, if there are any doubts that they have been obtained in dishonest mode.

We did try our best to help you but since it's the casino's final decision there's not much we can do about it. You can file a complaint to Curacao, their regulatory body. 

MelissaN thanks for your help and effort. I will definitely file a complaint. I won't get them my money so easily. :-)

It's confirmation for me that I have right, because they're trying to use 3.15 - dishonest mode, which is ridiculous.

I wish you good luck and I really hope they pay you and please keep us posted regarding this matter.

Please keep us posted and let us know as soon as you hear back from Curacao so we can close the case.

Thanks.