The player from Germany seeks assistance in reclaiming approximately €1,200 in deposits made to DudeSpin, a casino he suspects is operating without a valid license in Germany. He recognizes a problematic gambling pattern and has requested account closure, but his refund request has been rejected despite multiple attempts to resolve the issue.
Dudespin Casino - Player requests support for refund and account closure.
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6d 16h 49m 42s
Dudespin Casino
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2 days ago
Translation
Dear Casino Guru Team,
I am contacting you because I need assistance in reclaiming my deposits from the online casino DudeSpin.
This month I made more than ten separate deposits totaling approximately €1,200.00 into my player account. The payments were made from my bank account to the recipients "TrueNorth Payments Corp." and "Ou Thalina Limited".
A key reason for my request is that I've realized I've developed a problematic gambling pattern and found myself in a situation where I've lost control of my deposits. I've since decided to stop gambling and have my account closed.
After looking into the provider more closely, I discovered that, to my knowledge, the casino does not have a valid license to offer online gambling in Germany. Furthermore, I attempted to close my account and obtain a refund of my deposits, but my request was rejected by support.
I have contacted the casino several times and requested a full refund of my deposits and the closure of my account. So far, I have not received a refund.
Therefore, I politely request your support and mediation in this case, in order to:
to check the refund of my deposits
to have my account permanently closed
to reach a fair solution between myself and the casino
I am prepared to provide all necessary information, bank statements, or proof of communication.
Thank you in advance for your help and support.
Automatic translation:
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7 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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7 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dudespin Casino. We are unfortunately unable to support you with a refund request for funds that were lost on gambling, with the justification that the casino doesn't operate with a particular license.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
If your account is currently not blocked, as the next step, I recommend you send a self-exclusion request to the casino's support at support@dudespin.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Dudespin Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
