Spindog Casino - A conta do jogador é encerrada e os ganhos são confiscados.

Where do I start I signed up

to this casino and then deposited quite a lot and decided to self exclude I then made another account and they allowed me to deposit as well as verify all my bank details Kyc info then they emailed me we are closing your account due to duplicate account but the first one was closed and we will return your deposit for this account but they have confiscated my winnings is there

any chamce at all I can get my winning because they clearly allowed me to deposit and verified all my details thanks so much

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you’ve encountered. To better understand your situation, I’d like to clarify a few details with your help:

• Could you please describe in more detail how you closed your first account? Did you request self-exclusion via live chat or email, or did you close the account directly from your profile?
• Could you let me know which of your accounts was fully verified? Did you receive any confirmation that your identity documents were reviewed and accepted by the casino’s verification department?
• When exactly did you close your first account, and when did you open the second one?
• Did you use the same personal information (such as your name, date of birth, address, and phone number) for both accounts?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I self excluded the first account because I believe my details was compromised via live chat

my driving license bank card proof of deposit Apple Pay was all verified on both accounts no confirmation from them I have but they did say in live chat your account is fully verified

i closed the first account I think was 23rd August and opened the new one one day later they now keep saying you have duplicate account so we confiscated your winnings and are sending me back my deposits but I want my winnings also

yes I used all the same personal information exact same for both accounts just different email address

I think I should wait to get my deposits back at least don’t want to lose everything but in their t&c it says no duplicate accounts but the first one was closed so it’s not duplicate I understand they can close my account but at least pay my winnings back

inget my winnings it does say withdrawals

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Derik786, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spindog Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Please can we wait till I at least recieve my deposit back they have promised which has been 7 days now

I have now received my deposit back but I want my winnings now which were £7000

To: Spindog.com Support

I am writing regarding my pending withdrawal of £7,000 which has been unfairly withheld. You returned only my deposit while refusing to release the winnings I lawfully earned.

Your justification — citing "multiple account policy" — is both unfounded and unacceptable:

1. Your Terms & Conditions were not clearly explained at the point of registration.

2. I registered with the same legal name, and you fully accepted my deposits and gameplay. Selectively invoking hidden policies only after I win amounts to bad faith and fraud.

3. By withholding my winnings, Spindog.com is in direct violation of fair gaming and consumer protection standards.

This is a final notice: unless the full $7,000 is released within 3 working days, I will:

• File a formal legal claim against Spindog.com for fraud and breach of contract,

• Report your operations to the Curaçao eGaming Licensing Authority and other relevant gambling regulators,

• Submit complaints to financial fraud authorities and publish full details of your misconduct across Trustpilot, AskGamblers, CasinoGuru, and other public platforms to warn other players.

This matter can still be resolved amicably by releasing my rightful winnings immediately. I strongly urge you to process my payout at once, as failure to do so will escalate the issue beyond your control.

I expect confirmation of payment processing within 3 working days.

Sincerely,

Z

Dear Derik786, if I understand it correctly, you have now received your deposits in full and the secondary account has been closed as well?

Yes that is correct but I want my confiscated winnings back also

My deposit only from second account 1628 gbp but my winnings were 7000 gbp

They never returned deposits from first account which is a significant amount and they confiscated the winnings please can you help me to get them back

I see. To ensure no confusion going forward, please be aware I will not be able to request your winnings to be paid. This is simply because you were not supposed to be able to re-register and play ever, after your original self-exclusion. Being unable to play also means being unable to win. Me requesting your winnings to be paid would be promoting free betting - where you either get your winnings paid or your deposits returned, whichever is higher. And that is unfair, and would set a bad example for other players to request self-exclusion in the casino, then quickly deposit and get paid without a chance of losing, stating your case as precedense.

Since your second account has been closed and deposits returned, there is nothing else I can do. Can you please give me some details about the original closure? You have mentioned they confiscated your deposits. Can you provide some more information about that, please? Especially when did you request the self-exclusion, how long did it take for the casino to close the account and how much have you deposited since the request? Thank you.

If they self excluded my account my first account they didn’t mention anything about reopening an account and also when I requested self exclusion they offered me a free cash bonus to continue playing and I opened the other account few hours after but I did not receive no confirmation that the first account was closed

I am bit confused, so let's try to get the answers one by one:

1. Did your first account get closed or not? Can you still log in?
2. Did they confiscate any balance when closing your first account?
3. Was your first account closed at the time you re-registered with your second account?
4. Have you used the same credentials for your second account?

yes my first was account was closed

no balamce was confiscated first account just my deposits

yes the first account was closed

yes everything same just a different email address they verified my bank statements and driving license

Thank you. And what was the time between your self-exclusion request and an actual account closure, please? How many hours or days? And how much have you deposited since the request?

Dear Derik786,

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,
Matej
Casino.Guru