Spindoo Casino - Player's account has been closed and funds delayed.

I am submitting a complaint against Spindoo.us regarding the termination of my account and the withholding of $800.

My account was fully verified, and I had a pending withdrawal of $800 when my account was suddenly restricted and later permanently closed.

Initially, the company did not provide any clear reason for the action. After multiple follow-ups, they claimed I violated their Terms of Service due to "multiple accounts" and "third-party documentation." I dispute these allegations and have only ever operated a single account.

I requested specific evidence supporting their claims, including identification of any linked accounts and clarification regarding the alleged document discrepancy. No verifiable evidence has been provided.

Despite multiple emails and formal requests, the company has failed to:

Provide evidence of any violation

Clearly explain their decision

Address the status of my $800

They have since stopped responding entirely.

I am requesting that the company either:

Provide verifiable evidence supporting their claims, or

Release my $800 balance immediately

I am willing to cooperate fully and provide any additional verification if necessary.

All communication records and supporting evidence are available.

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Dear Skyroe,

Thank you very much for submitting your complaint. I’m sorry to hear about your account being closed and your balance withheld.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Have you ever accessed your account from a shared device, IP address, or location (e.g. public Wi-Fi, workplace, shared household)?
• Have you ever created or attempted to create another account at this casino in the past, even unintentionally?
• What exactly did the casino mean by "third-party documentation"? Were you asked to provide any documents that did not belong to you?

If possible, please attach all relevant communication (emails, chat transcripts, screenshots), especially any messages where the casino mentions multiple accounts or third-party documentation. Alternatively, you can forward everything to petronela.k@casino.guru.

These details are important, as cases involving multiple accounts or third-party usage are often linked to security and AML policies, and we need to clearly understand the circumstances before approaching the casino.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

I appreciate your response and I’m happy to clarify the situation.

I have not knowingly created or operated multiple accounts on this platform. I have only ever used a single account.

I have not intentionally accessed my account from shared devices or public networks for the purpose of creating or managing multiple accounts. If there were any shared IPs (such as household Wi-Fi or mobile data), it was not used to operate multiple accounts.

Regarding the "third-party documentation" claim, I was not clearly informed what specific document they were referring to. I submitted documents for verification in good faith and was not given a proper opportunity to correct or clarify any discrepancy.

The casino has not provided any concrete evidence of multiple accounts or third-party usage. Despite multiple requests, they have only made general allegations without supporting details.

At the time my account was closed, I had a pending withdrawal of $800. This has not been addressed or returned.

I am fully willing to cooperate and provide any additional verification needed to confirm my identity and ownership of the account.

I have attached all relevant communication, including:

Account closure notice

Allegation of multiple accounts / third-party documentation

My follow-up requests asking for evidence

Their lack of response

I believe this situation is being handled unfairly, as my account was verified, and my funds are being withheld without proper justification or evidence.

Thank you for your help in reviewing this matter.

Hi Skyroe,

Thank you for your detailed reply and for providing additional information.

To better understand the situation and proceed with the investigation, I would like to ask you a few more questions:

• Did you use any bonus (deposit bonus, free spins, or similar) while playing, or was your balance accumulated purely from real money play?
• What type of games did you play (slots, live games, etc.)?
• Did you use any payment method that was not registered in your own name (e.g. card, e-wallet, or bank account belonging to someone else)?

These details are particularly important, as cases involving multiple accounts or third-party documentation are often linked to payment methods or verification discrepancies, and we need to clearly understand all circumstances before approaching the casino.

Thank you.

I appreciate your follow-up and I’m happy to clarify:

I did not use any bonuses while playing. My balance was accumulated from real money play only.

I primarily played slots. All gameplay was normal and consistent with standard use of the platform.

I did not intentionally use any payment method that was not in my own name. Any payment method used was for the purpose of funding my account legitimately, and I did not attempt to misrepresent ownership or identity.

To my knowledge, I have not violated any Terms related to multiple accounts or third-party usage.

The casino has not provided any concrete evidence supporting their claims, and I was not given a proper opportunity to clarify or correct any alleged discrepancy before my account was closed and my $800 was withheld.

I am fully willing to cooperate and provide any additional verification required to confirm my identity and resolve this matter.

Thank you again for your assistance.

Dear Skyroe,

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 Skyroe,

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

I will now try to contact a Spindoo 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 Spindoo Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

I would like to provide an update regarding this case.

The casino has now issued a final response stating that my account is permanently closed and that they will not engage in any further communication regarding the matter.

They have still not provided any verifiable evidence supporting their claims of multiple accounts or third-party documentation.

Additionally, they have not addressed the status of my $800 balance or provided any justification for withholding these funds.

This confirms that the decision was made without transparency or an opportunity for me to properly respond to or correct any alleged issue.

I remain fully willing to cooperate and provide any verification necessary to confirm my identity and resolve this matter fairly.

All relevant communication, including their final refusal to engage further, has been attached.

Thank you for your assistance in reviewing this case.

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.