Stech Technology UK Limited (hereinafter 'Stech', 'we', 'us', 'our'), trading as 'Space Casino', is licensed by the Gambling Commission under the Gambling Act 2005 to provide remote gambling facilities in respect of its customers that are resident in Great Britain.
Stech is a limited liability company incorporated in England and Wales, and subject to the laws of England and Wales, having company number 10897880 and its registered address at 1 Primrose Street, London, EC2A 2EX.
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. We shall notify you of our decision no later than eight weeks after you first raise the complaint with us.
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 categorised 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 Gambling Commission's guidelines.
Stage 1: You should initially contact our customer service support team by email and free of charge to firstname.lastname@example.org or by post at Complaints, Stech Technology UK Limited, 1 Primrose Street, London, EC2A 2EX.
Customer complaints are reviewed in the first instance by the Customer Services team who will seek to resolve your complaint. We shall acknowledge receipt of your compliant within 24 hours of you raising the complaint with us. 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. In any event, we shall notify you of our decision no later than eight weeks after you first raise the complaint with us and we shall provide you with the details of an ADR provider.
Stage 3: If you are still unhappy with our solution or decision relating to your complaint, then where the complaint is a gambling dispute, you shall be entitled to refer your complaint to the third party Independent Betting Adjudication Service ("IBAS") whom we have appointed an our ADR provider, whose decision we agree to be bound by. IBAS provides a free-of-charge service and rules on complaints about betting and gaming transactions; but it does not deal with service related problems. You may contact IBAS as follows:
IBAS will deal with all complaints that are of a nature and subject matter for which it has competence. We shall response to enquiries from IBAS (or any other ADR provider) within 10 working days of receiving the request. Details of all disputes referred to IBAS and details of the outcome will be provided by us to the Gambling Commission, as required by the Licence Conditions and Codes of Practice attached to our Operating Licence.
The ultimate resolution by IBAS may be made binding on both parties but does not deprive you of the right to pursue the matter in the any court of competent jurisdiction subsequently.
This Complaints procedure is displayed on our website at URL https://www.spacecasino.co.uk/en/customer-complaints and accessible also via a link at clause 10.1 of the Terms and Conditions.