Spindog Casino - Spillerens anmodning om lukning af konto er blevet ignoreret.

Dear sir/madam,

On the 20th of August, i have send a email to Spindog Casino with the following: "Hi, please close my account due to responsible gaming, i’m losing more then i’m meant to". They have ignored my emailadres, today i had a relapse and i deposited €200,00 again and of course lost. They didn’t honor my request to self exclude me to protect my self and allowed me to continue gambling 14 days after i send them a email to close my account. I understand they need one or two days to keep up with emails. But ignoring my email for 14 days straight with any form of reply is really crazy and not protecting vulnerable gamblers. I contacted live support and all they told me is, just send another email. I have added proof of the email i send. I hope you guys can help me cause in my opinion i should be refunded because i asked for a selfexcluding due to responsible gambling 14 days ago.

Kind regards,

Daniel

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Spindog Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Spindog Casino and keep me informed about any further developments.

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

Best regards

Veronika

Dear Veronika,

As seen in my e-mail, i have stated that i want to close my account do responsible gambling and that i lose more money then i’m meant to. When i contacted live support, a worker named Caleb told me my e-mail is in queue and i have to send another e-mail. To me, i think the first e-mail i have send was clear and stated that i have problems with controlling myself. In my opinion, i shouldn’t been able to deposit this €200,00. I have send them multiple emails now without any sort of reply. I think it’s more then fair that i get a refund of the €200 i did yesterday on the 3rd of September. I don’t ask for the deposits i made before asking for a selfexclusion. What do you think about this? Also, i have send them 2 emails already to close my account, should i send them another one with the form you send me? In the second email i said i ask for a refund, since their policy said you need to ask for it in under 24 hours after making the deposit.

Kind regards

Thank you for your reply.

• Do you have any screenshots or chat transcripts of your live chat conversations with Caleb regarding your self-exclusion?
• Have you received any responses from the casino to your emails in the meantime?
• Is your account still open, or has the casino closed it in the meantime?

Dear Danielz050,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru