Spindog Casino - Player’s account remains open despite self-exclusion request.

I am submitting this complaint due to the casinos failure to act on multiple clear requests to self exclude and close my account and their failure to apply responsible gambling measures.

On 28th November I contacted the casino via live chat and explicitly asked for my account to be closed due to a gambling problem this was completely ignored. I was allowed to make multiple high deposits and was offered many bonuses throughout. I then contacted the casino again via live chat and email around 21st December stating I had lost all of my money and practically begged them to close my account to which I was responded with why don’t I give you another bonus to ‘give me another chance’. This all knowing I had lost everything and that I had a problem and I had tried to self exclude beforehand. Following this my account has remained open I am still allowed to make deposits and encouraged bonuses, this clearly indicated financial harm and loss of control.

I had emailed asking for transcripts of when I first asked for my self exclusion these have been completely ignored also my second email practically begging for a self exclusion has been completely ignored.

All in all I deposited almost £9000 with thankfully a withdrawal of £6000 inbetween therefore I’m requesting a refund of my loss of around £2500 after my first self exclusion request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear User398736,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing and the concerns you’ve raised regarding responsible gambling and self-exclusion.

To better understand what happened and determine how we can proceed, I kindly need to ask you for some additional clarification and evidence:

• You mentioned that you first requested self-exclusion on 28 November. Could you please provide the exact wording of that request, or a screenshot of the conversation if available?
• Did the casino ever respond to this first request, even indirectly (for example, changing your limits, asking questions, or acknowledging the message in any way)?
• On 21 December, you state that you again requested account closure. Could you please share the full chat or email exchange from that conversation, including any responses from the casino?

At the moment, we can only see one screenshot. In order to review the situation properly, we would need all available communication that refers to your requests to close the account or mentions gambling problems. You can either upload those screenshots here or forward them directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear evidence of the requests and responses will be essential for us to determine whether the casino failed to fulfill its responsible gambling obligations.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela Thankyou for your response,

I’ve tried to email the casino asking for transcripts of the chat when I fist asked for a self exclusion however ive not had any response my exact wording was can I please self exclude my account and they asked me for what reason and I told them it was because I had a gambling problem and I don’t want to gamble anymore, they apologised and I was then credited with bonuses for the rest of that following week.

I will attach the email of my self exclusion however I still have had no response,

Thankyou for your help

Hi User398736,

Thank you very much for your reply and for forwarding the emails — I confirm that we have received your self-exclusion request dated 22 December, where you clearly state that you:

• lost too much money,
• do not want to gamble anymore,
• and are seeking gambling support for your issue.

This communication is very important, as it clearly indicates gambling harm and a request for self-exclusion. We will take this into account.

I also note that the bonus/VIP offer from the casino was sent much earlier (on 5 December), which means it is not directly connected to your request to close the account. However, if the casino continued to offer bonuses or engage with your account after your RG-related request, this could be relevant when assessing whether appropriate responsible gambling measures were applied.

Before we continue, I still need to complete the timeline properly:

• Could you please forward the original email from your first request on 28 November (or the one from 22 December), when you state that you asked for self-exclusion due to a gambling problem?

Screenshots are helpful, but the original messages (will be essential to determine whether the casino failed to act at the correct time.

Thank you in advance for your reply.

Good afternoon Petronela,

yes ofcourse I’ve managed to get a transcript from the support where I asked for a self exclusion on the 28th November stating gambling had became an issue as my reasoning, I’ve also emailed you transcripts from the same date a couple of hours later where I’m continuing to deposit after stating I had a gambling problem and I’m asking about withdrawal times, hopefully this can help.

I also have a screenshot of their support offering me a free bonus after I asked them to close my account because I have lost more than I wanted to and their response was to credit me with a bonus to give me one more chance, this was last week the 19th of December, which I’ll attach here.

Thankyou again

Hi Petronela, 

Hope you’re well, I just wanted to follow up and give a clear time line of events regarding my spindog account, as I noticed I hadn’t been precise with the dates requested.

I hope this provides clarity and any further evidence I will be happy to email over.

28th November - I requested a self exclusion via support, the casino asked for a reason, I stated ‘gambling has become an issue’. The same night I continued to deposit and requesting information on withdrawal times. 

19th December - I asked support to please close my account asap as I’d lost a lot more than intended and was in a vulnerable position. Support responded by offering me a cash bonus to ‘give you another chance’.

22nd December - I emailed their support to self exclude my account ASAP as I’m seeking help with a gambling problem. 

23rd December - I messaged support stating I need my account closed today and was redirected to email. I emailed support for assistance in complaining about my account still being active and requesting a refund of deposits since the first self exclusion request. 

Present (29th December) - My account still remains active. I am still able to deposit and continue receiving bonus’s. 

None of my emails have had any type of response. 

Thankyou for understanding and I appreciate any guidance you can provide. 

Hi User398736,

Thank you very much for providing the detailed timeline and for sharing the supporting information. I’m sorry to hear about everything you have been dealing with, and I appreciate your cooperation so far.

Before we proceed further, I would like to clarify just a few more points:

• Between 28 November 2025 (when support advised you to email them) and 22 December 2025 (when you sent the self-exclusion email we have on file), did you send any other email to email@spindog.support regarding account closure, self-exclusion, or gambling issues?
• Was the message sent on 22 December 2025 the only email requesting self-exclusion, or were there multiple messages sent on different days?
• Could you please confirm the date of your last deposit?
• If possible, could you forward the original email(s) you sent to the casino (not a screenshot, but the actual email) to petronela.k@casino.guru? This will help us verify the exact timestamps and headers.

Thank you in advance for your reply.

Hi Thankyou for responding,

I didn’t email them between these dates about self exclusion.

Yes this is the only email about this.

My last deposit was 28th December.

Yes ofcourse I’ll send all of my interactions over now.

Thankyou

Hi User398736,

Thank you very much for your detailed reply and for confirming the remaining points. I appreciate your cooperation and the effort you’ve made to provide all relevant communication.

Based on the information available so far, I would like to be transparent with you about the next steps.

Unfortunately, this casino has not responded to our complaints in the past, and there is a real possibility that further attempts to contact them may again remain unanswered or delayed. While we will still review your case internally and consider the available evidence, I would strongly recommend taking additional protective steps immediately to safeguard yourself.

As part of our Global Self-Exclusion Initiative, we have partnered with BetBlocker, a UK-registered charity that provides a free self-exclusion and gambling-blocking service worldwide.

You can find more information here:

• Global Self-Exclusion Initiative
• BetBlocker

BetBlocker:

• supports 15 languages,
• takes only a few minutes to install,
• works across multiple devices,
• blocks access to over 326,900 gambling websites,

It also includes a list of gambling information and affiliate sites. However, since you have an ongoing complaint, please do not enable the option to block gambling information sites, as this would prevent you from accessing the Casino.Guru website.

Please let me know once you have tried BetBlocker and whether it works for you. Your safety and well-being are the priority, regardless of how the casino proceeds.

Thank you again for your cooperation.

Hello. Thankyou for the update,

I understand the situation regarding the casinos lack of cooperation and I hope they engage with your review.

I will be happy to download betblocker as part of your recommendation and remember to keep access to my complaint unrestricted.

If you need any further information please let me know and hope to hear back from you soon.

Dear User398736,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear User398736,

I am sorry to hear about your problem with Spindog Casino.

I will now try to contact a Spindog Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Spindog Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Just for public record update -

I contacted spindog via live chat about my formal complaint. I emailed their support team over a month ago and have an active casino guru dispute that has not been addressed for 2 weeks. The agent acknowledged my complaint but could not provide a case number or a timeframe they only said they’d ‘try to get in touch ASAP’ and ‘the answer should take a few working days’. I have asked the casino to respond via casino guru so there is a clear public record, which was acknowledged.

Dear User398736,

I have repeatedly tried to contact Spindog Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor