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.
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.
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 firstname.lastname@example.org. 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:
Please note that the above does not restrict your right to legal proceedings in any competent court of jurisdiction.
This Complaints procedure is displayed on our website at URL https://www.spacecasino.com/en/customer-complaints.