Hjälp, vad kan jag göra?

Hej allihopa,

Jag vet inte vad mer jag kan göra just nu, kanske någon kan hjälpa mig.

Jag gjorde en insättning på spacehill.com med en bonus.

Jag riskerade allt och hade ett saldo på 6000 euro.

Nu hävdar casinot att jag har brutit mot deras villkor, vilket inte är fallet.

I morse, när jag bad om bevis på mina överträdelser, svarade de att de nu har stängt mitt konto.

Så jag kan inte komma in längre.

Vet någon vad mer man kan göra, eller är saken avgjord?

Hälsningar, Jan

Hello, I tried opening the casino, but I wasn’t able to access it even once when I tried. Are you able to open the website at all?

I also checked whether we have this casino in our database, but I couldn’t find anything. I only found a casino called SpaceHills, not SpaceHill. Since I can’t access the website, it’s difficult to say whether they’re the same casino or not. I would assume they’re probably different, though, since the names aren’t exactly the same.

As for your situation and the fact that the casino claims you violated some of their rules, did they tell you exactly what rule you supposedly broke? I think that’s quite important to know.

Hej,

Ursäkta mig, jag menade spacehills.com

Nej, jag fick bara veta att jag förmodligen brutit mot punkt 11.6.

Efter upprepade frågor om exakt vad jag hade gjort stängdes mitt konto.

Tack så mycket

Based on what I saw, and if I’m not mistaken, the casino has a Safety Index of 3, which I’d say is quite low.

I also noticed that you’ve already opened a complaint, so our team will take a look at your case. I hope they’ll be able to help you, although I don’t want to promise anything in advance.

If anything new comes up, be sure to add it to your complaint, and feel free to keep me updated as well. Hopefully, we’ll find out exactly what the casino claims you violated, and then we’ll have a better idea of how to proceed.

Ja, klagomålet öppnades idag och jag har svarat på alla nödvändiga frågor.

Som jag sa, jag ville bara veta vad mer man kunde göra eftersom jag tycker att hela grejen är väldigt tvivelaktig.

Ja, jag märkte först senare att webbplatsen bara hade ett 3-stjärnigt betyg.

Jag har spelat onlinespel till och från i åratal, men jag har aldrig upplevt något liknande förut.

Låt oss se

One thing came to mind, could you copy and paste section 11.6 here? That way we can take a look at what it says in general and try to figure out which part of it the casino might be applying to your case.

Morgen.

Hier der abschnitt 11.6 aus der Email von Spacehills.com

In accordance with Section 11.6 of our Terms and Conditions, Spacehills reserves the right, at its sole and reasonable discretion, to void bonus funds, associated winnings, or promotional benefits where a player is found to be engaging in abusive promotional behavior. This includes, but is not limited to, bonus hunting, collusion, fraudulent activity, the use of multiple accounts, or gameplay patterns that are inconsistent with the fair use of promotional offers.

In addition, after careful consideration, we have decided to restrict your account from receiving any future bonuses. Please note that this restriction applies only to promotional offers. Your casino account remains active, and you are welcome to continue playing using your own deposited funds.

Men efter att jag upprepade gånger frågat efter den exakta anledningen och vad jag anser vara min rätt, blockerade de mitt konto helt.

It mentions quite a lot about bonuses and abuse, as well as general things like multiple accounts and similar issues. So my question would be whether you used any bonus and whether you played in any unusual way.

Another thing that comes to mind is multiple accounts. I know players often run into problems because they created a second account after forgetting they already had a first one. It can also sometimes be an issue if a player shares the same internet connection with a friend/family member who also has an account at the casino, or if they share a device. These are probably some of the more common reasons for this kind of situation.

Casinos often won’t tell you exactly what rule you supposedly violated, partly because they use this information to protect themselves. They’ll usually give a general explanation, like the one you received, rather than tell you specifically what you allegedly did.

So I think we’ll have to remain patient for now and see how things develop and whether the casino is willing to communicate with our team.

Tack för svaret.

Så jag kollade och det finns verkligen bara ett konto.

Jag tog registreringsbonusen och vågade mig på att prova.

Jag har inte gjort några andra insättningar.

Och jag använder internet ensam.

Jag förstår casinots ståndpunkt, men de skulle vilja veta den exakta anledningen, eftersom jag inte har brutit mot några regler.

Jag gjorde alla snurr på 5 euro, så det fanns inga avvikelser efter vinst osv.

Vi får vänta och se, men tack så mycket för nu.

Alright, so we’ll have to wait and see what the casino says and how they justify taking this action. I’ll also be curious to hear what they have to say, assuming they respond at all.

Of course, it’s worth keeping in mind that casinos don’t always respond in every case, so we’ll have to wait and see how this situation develops.