Customer Complaints Policy

At Space Casino we take complaints about our service very seriously and will always seek to resolve these amicably.

Should you have an issue, we ask that you first contact our Customer Experience team who will be happy to look into this for you. If you remain unsatisfied, you can raise a formal complaint. Customer complaints must be submitted within 6 months of the issue occurring.

Formal complaints should be sent to the email addresses set out below. Once we have received your complaint you will receive a copy of our complaint’s procedure. You may also request a copy of this at any time from our Customer Experience team.

Email:

UK customers: complaints@spacecasino.co.uk

Non-UK customers: complaints@spacecasino.com

To ensure your complaint is dealt with promptly, please include the following information:

  1. Your username/account number
  2. Your registered First Name and Surname
  3. A detailed explanation of the complaint/claim
  4. Specific dates and times associated with the complaint/claim (if applicable)

Upon receipt of your complaint, best efforts will be made to provide a resolution within 2 weeks from the date on which the complaint is received. In certain cases, we may need to extend this to a further 2 weeks, in which case we will inform you accordingly.

If for some reason you are not satisfied with the resolution provided, and your complaint relates to a transaction (or the management of a transaction) you may refer the matter to one of our approved ADR entities, free of charge, details of which are provided below. Alternatively, you may refer the matter via the European Commission's Online Dispute Resolution (ODR) Platform, who will then forward it on to the relevant ADR entity.

ADR for UK Customers:

Independent Betting Adjudication Service

PO Box 62639

London

EC3P 3AS

United Kingdom

Tel: 02073475883

Website: www.ibas-uk.co.uk

ADR for non-UK customers

EADR

189/1 the Strand

Gzira

GZR 1024

Malta

Tel: +356 277 801 56 Website: https://eadr.org/.

You also have the right to refer the matter via the European Commission’s Online Dispute Resolution (ODR) Platform, who will then forward it on to the relevant ADR entity.

Customer complaints must be submitted within 6 months of the issue occurring.

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