The player from Germany reports that despite notifying support of her gambling addiction and requesting account restriction, she was still allowed to deposit €295 after being banned via the German OASIS player ban system. She seeks a refund for these deposits and assistance from Casino Guru, as support provided no resolution.
Dudespin Casino - Player requests refund after account has been improperly managed.
Opened
Current status
Waiting for player to reply
6d 19h 17m 50s
Dudespin Casino
Safety Index:HighCase summary
Discussion
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Public
yesterday
Translation
On April 24, 2026, I informed support that I am addicted to gambling and requested that my account be restricted or blocked accordingly.
Additionally, I am banned via the German OASIS player ban system.
Nevertheless, I was able to continue making deposits on April 25th and 26th. In total, I deposited €295 during this period.
To my knowledge, the casino should not have allowed any further deposits after my notification and due to the existing OASIS block. This constitutes a clear violation of player protection measures.
I contacted support, but I was only referred to an email address and have not received a solution yet.
I demand a refund of the €295 that were paid in after I reported my gambling addiction.
I request Casino Guru's assistance in resolving this case.
Automatic translation:
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Public
4 hours ago
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.
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4 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Based on the screenshot you uploaded with your complaint, it appears that you requested self-exclusion via live chat but were informed that such requests must be handled via email. Did you send a self-exclusion request by email as suggested by the live chat agent? If so, please forward the email you sent, along with any responses from the casino, to veronika.f@casino.guru.
- Are you still able to access your account?
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
