The player from Germany reported 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 sought a refund for these deposits and assistance from Casino Guru, as support provided no resolution. The player did not follow the casino's required procedure for self-exclusion via email, which delayed the proper application of the restriction. Due to the player's lack of response to repeated requests for further information and proof, the complaint was closed without resolution at that time. The player was informed that she could reopen the complaint if she chose to continue communication.
Dudespin Casino - Player requests refund after account has been improperly managed.
Closed
Our verdict
Player stopped responding
Amount: €295
Dudespin Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
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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3 weeks 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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3 weeks 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
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3 weeks ago
TranslationNo, I said that in the chat, not via email anymore.
Automatic translation:
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2 weeks ago
Thank you for your reply.
Please note that live chat agents may not always have full access to players’ accounts. This is why it is important to carefully follow the instructions they provide when requesting self-exclusion, as these steps are necessary to ensure that the restriction is properly applied and that you are effectively protected.
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 Dudespin 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."
If you have not yet done so, please send an email to Dudespin Casino at support@dudespin.com, add my email address to the CC (veronika.f@casino.guru), and keep me informed about any further developments. Thank you in advance.
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1 week ago
Dear Karo05,
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.
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4 days ago
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
