Spindog Casino - Player's account restriction request is ignored.

I won a lot of money on here. Due to not wanting to use it, I sent an email asking for my account to be restricted so I could only withdrawal and not use the funds. There is no way to self exclude or change loss limits on the site. Trying to follow safer gambling guidelines, I felt this was the right move. I have just spoken to them on live chat and they said they haven’t received an email from me. They’ve said there an issue with my emails. Even though I receive other emails from them. So now they say that won’t help. I continued to use the funds as it’s a habit/issue and lost. I’m wanted my account to be restricted to avoid this. Safer gambling guidelines to be followed, but they were not adhered to. They allowed gambling to continue with no remorse and rinsed me dry. This should never of been allowed and urgent emails to stop an account immediately should be actioned. That’s what safer gambling is for. I can’t confirm if they received the email or not. It’s there word. But I have proof it was sent and they can’t provide me with anything. I now want to be compensated for my loss as this should not of been allowed. I had pending on my withdrawals which says they will be actioned within 2 working days, but this also did not happen, and I cancelled the withdrawals, which also should not of been allowed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spindog Casino. Please note that unlicensed casinos might not offer features such as payouts that can't be canceled.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you consider yourself a vulnerable individual in need of protection from further gambling?
• After you learned the responsible gambling features weren't activated, have you reached out to live chat support?
• Could you please share with me your attempts to set up the limits and the casino's responses regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 Tomas,

I have sent you an email with all the information you require.

Kind regards,

Hi Tomas, any update on the above please? Many thanks.

Thanks for your patience.

I went over the communication you provided.

• Do I understand correctly that you asked for help to stop gambling on January 6th and lost your balance shortly after?

Based on the provided timeline of events, we can't conclude that the casino had sufficient time to process your responsible gambling request or to protect you from further play.

Please let me know if there is any information I might have overlooked or any other issue related to the casino; the complaint will be closed.

Hi Tomas,

I have sent you another email as the casino had more than enough time to approve the withdrawals and put a stop on my account. Which they’ve said they didn’t receive my emails. Even though, I received their emails absolutely fine before. And they received an email from another address but they wouldn’t deal with that. Absolute joke.

Thanks for your reply.

I apologize; however, we accept the situation where the self-exclusion process may take longer than a day. In cases where your self-exclusion process isn't confirmed as concluded, acknowledged, etc., we can't conclude the casino should have protected you at that time. As a result, we are unable to ask the casino to refund you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of Ads1871. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hi, so my account with Spindog is still not closed! The last request was asked on January 26th at 11.44am (9 days ago). The account is still active and I’ve been able to deposit. From a safer gambling prospective, this should not be possible! I request for the last funds from today to be returned and the account to be closed. This is becoming a joke.

Dear Ads1871,

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.

Kind regards,

Tomas

Hi Tomas, thank you for reopening the case and passing it on to Igor. I have managed to finally get my account closed but I would still like the funds returned that should have been impossible to deposit with.

You mentioned in a previous message that you suggested they did not have a sufficient amount of time to close my account but I think 9 days is more than sufficient. And this was only closed because I argued the case otherwise I suggest it would still be open.

Due to this, protection from further play should have been actioned within a timely manner which it was not. So I am against requesting for these funds to be returned

Many thanks.

Dear Ads1871,

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

Good morning Igor,

I have reached out to get hold of the last 5 transcripts of chats but they tell me to email in to get these. But as they say they do not received emails from my email address, how can I get hold of these?! One excuse to the next.

I hope your manage to get what I’m looking for to resolve this case.

Many thanks.

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.

Dear Ads1871,

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