Hjælp, hvad kan jeg gøre?

Hej gutter,

Jeg ved ikke hvad jeg ellers kan gøre lige nu, måske er der nogen der kan hjælpe mig.

Jeg foretog en indbetaling på spacehill.com med en bonus.

Jeg risikerede alt og havde en saldo på 6000 euro.

Nu hævder casinoet, at jeg har overtrådt deres vilkår og betingelser, hvilket ikke er tilfældet.

Da jeg i morges bad om bevis for mine overtrædelser, svarede de, at de nu har lukket min konto.

Så jeg kan ikke komme ind mere.

Er der nogen, der ved, hvad der ellers kan gøres, eller er sagen afgjort?

Med venlig hilsen, 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,

Undskyld mig, jeg mente spacehills.com

Nej, jeg fik kun at vide, at jeg angiveligt havde overtrådt punkt 11.6.

Efter gentagne spørgsmål om, hvad jeg præcist havde gjort, blev min konto lukket.

Tak

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, klagen blev åbnet i dag, og jeg har besvaret alle de nødvendige spørgsmål.

Som sagt, ville jeg bare vide, hvad man ellers kunne gøre, for jeg finder det hele meget tvivlsomt.

Ja, jeg bemærkede først senere, at siden kun havde en 3-stjernet vurdering.

Jeg har spillet onlinespil af og til i årevis, men jeg har aldrig oplevet noget lignende før.

Lad os 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 jeg gentagne gange spurgte om den præcise årsag og hvad jeg mener er min ret, blokerede de fuldstændigt min konto.

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.

Tak for svaret.

Så jeg tjekkede, og der er faktisk kun én konto.

Jeg tog registreringsbonussen og turde prøve.

Jeg har ikke foretaget andre indbetalinger.

Og jeg bruger kun internettet.

Jeg forstår casinoets holdning, men de vil gerne vide den præcise årsag, da jeg ikke har overtrådt nogen regler.

Jeg lavede alle spins til 5 euro, så der var ingen afvigelser efter at have vundet osv.

Vi venter og ser, men mange tak for 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.