Dudespin Casino - Player demands refund after account closure was ignored.

Hello CasinoGuru,

I want to make a complaint about DudeSpin. My account was supposed to be permanently blocked, but the casino reopened it and let me play again. Because of this, I ended up losing €60.

Since the casino ignored the permanent block, I believe I should get my money back. Please help me resolve this issue.

Thanks

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Dear maciek1340r69,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hi, I’ve sent you all the necessary information by email.

My account had been permanently closed with self‑exclusion, as confirmed in my previous communication with the casino, yet they still reopened it.

I contacted you from the same email address that was originally used to create the casino account.

Dear maciek1340r69,

Thank you for providing the evidence regarding your account closure request. Upon review, it appears that the cited reason for the request was your dissatisfaction with the casino’s Return to Player (RTP) percentage.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

So the casino can just reopen my account for no reason? Even though I clearly stated when I wrote to them that I want to close my account permanently.

Dear maciek1340r69, thank you for your response. I completely understand your frustration. However, I would like to reiterate that closing an account is a simple process that typically has minimal implications. Players have the option to reopen their accounts at any time, and the casino does not have any ongoing obligations toward them.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.