Customer Complaints Policy

1. Company information

SpaceCasino ("we","us") is owned and operated by Stech European Entertainment Limited, a company incorporated in Malta whose registered address is at Stech European Entertainment Limited, Level 3, Tower Business Centre,Tower street, Swatar, Birkirkara BKR4013, MALTA. We are licensed to provide our services to customers by the Malta Gaming Authority with licence numbers MGA/B2C/454/2017. Full details of our licence can be found on the Malta Gaming Authority website.

2. Complaints - General

We want all of our customers to have a first class experience on Space Casino, and we take complaints very seriously and seek to resolve them fairly and as soon as practicable. If you have a complaint about any aspect of the general conduct of our licensed activities, the matter will be processed in accordance with our internal complaints procedure set out here. Where the complaint refers to the outcome of a gambling transaction and is not resolved to your satisfaction following our internal procedure, the matter will be categorized as a "dispute"; and may be referred to independent dispute resolution service as outlined below. As part of the internal complaints process, all telephone and email communications may be recorded by us for training and quality management purposes and to assist us in the quick and effective resolution of queries. If the contents of these communications are disputed we will consult these records and they may be key to the ultimate decision.

3. Complaints Procedure

We will handle your complaint and any dispute as follows and in accordance with the guidelines.

Stage 1: You should initially contact our customer service support team by email to support@spacecasino.com. Customer complaints are reviewed in the first instance by the Customer Services team who will seek to resolve your complaint. If having spoken to a member of the Customer Services team your query or complaint is not resolved, you may ask for the query/complaint to be escalated to a manager or supervisor, and we shall provide you with a copy of this Complaints Procedure. You may request a copy by email of our Complaints Procedure from us at any time.

Stage 2: A manager/supervisor will look into the query/complaint in more detail and contact the customer back with a resolution within 48 hours or we shall notify you if we need more time. We will inform you of the name and job title of the manager/supervisor who responds to you.

Stage 3: If the complaint concerns a gambling transaction and we are unable to resolve the matter to your satisfaction, you have the right to:

  • i. Submit your dispute to the Malta Gaming Authority: Building SCM02-03, Level 4, SmartCity Malta, Ricasoli, SCM1001, Malta, Telephone Number: +356 2546900, email: complaints.mga@mga.org.mt; or
  • ii. , an independent third-party Alternate Dispute Resolution entity that we have engaged for this purpose in terms of applicable law. Further information can be found at the following link ; or
  • iii. the Online Dispute Resolution (ODR) platform. Access to the platform is obtained at http://ec.europa.eu/odr.

Please note that the above does not restrict your right to legal proceedings in any competent court of jurisdiction.

3. Complaints Procedure

This Complaints procedure is displayed on our website at URL https://www.spacecasino.com/en/customer-complaints.

Players must be 18 or over in order to play or create an account. Gamble responsibly and in moderation. Do not consider gambling as a way of earning money, and only play with money that you can afford to lose. Learn more about Responsible Gaming at www.spacecasino.com/en/responsible-gaming. If you are worried about your gambling or are affected by another person's gambling behaviour, please contact GamCare or GamblersAnonymous for help. For gambling addiction help and support in the UK, contact GambleAware at 0808 8020 133 or visit https://www.begambleaware.org

spacecasino.com is owned and operated by Stech European Entertainment Limited, a company incorporated in Malta with company number C74527 and whose registered address is at Level 3 - Tower Business Centre, Tower Street, Swatar, Birkirkara BKR4013, Malta. We are licensed to provide our services to customers by the Malta Gaming Authority with MGA/B2C/454/2017.

Show cookie settings

Copyright © 2019-2020. Stech European Entertainment Limited. All rights reserved