The player from Germany sought assistance in reclaiming approximately €1,200 in deposits made to DudeSpin, a casino he suspected was operating without a valid license in Germany. He recognized a problematic gambling pattern and requested account closure, but his refund request was rejected despite multiple attempts to resolve the issue. It was determined that a refund could not be pursued because the player did not provide evidence that he had informed the casino of his gambling issues prior to the account closure. It was concluded that the casino was not obligated to monitor gambling behavior or offer refunds based solely on suspected addiction without prior notification. Consequently, the complaint was closed due to lack of grounds for a refund.
Dudespin Casino - Player requests support for refund and account closure.
Other
Amount: €1,200
Dudespin Casino
Safety Index:HighCase summary
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.
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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
TranslationThank you very much for your feedback and your support in my case.
I will gladly answer your questions:
I currently no longer have access to my account.
My last deposit at the casino was made last month.
I have already unsubscribed from receiving marketing communications (newsletters/advertisements).
Although I have not previously disclosed my gambling addiction, I was demonstrably in a phase of highly problematic gambling behavior and loss of control.
I would like to emphasize that I made numerous deposits within a short period of time, and my behavior clearly indicated a gambling addiction or loss of control. In my opinion, the casino should have recognized this behavior and taken appropriate protective measures, such as restricting further deposits or blocking the account.
Instead, deposits continued to be accepted even though my behavior was clearly problematic. Therefore, I believe the casino shares responsibility for the resulting financial damage.
Furthermore, I have determined that, to my knowledge, the casino does not possess the required license to offer online gambling in Germany. This fact, in my view, further increases the provider's responsibility and justifies my demand for a refund.
For the reasons stated above, I continue to demand a full refund of my deposits and request your assistance in reviewing and mediating this case.
Of course, I am prepared to provide all necessary documents, bank statements, or proof of communication.
Thank you for your continued support.
TranslationThanks for sharing your point of view.
As discussed earlier, we don't pursue refund requests in cases where the casino lacks a particular license. We believe the online casino should offer a self-exclusion mechanism to players suffering from gambling issues, regardless of its license status. If you consider yourself a vulnerable individual, disclosure of these issues when requesting a self-exclusion is a crucial step. We can only pursue a refund request if we can conclude that you informed the casino of your issues and the casino failed to protect you. Without similar evidence, we don't consider monitoring of your gambling activity as a mandatory player protection feature, and therefore, we won't be able to ask the casino for a refund based on this behavioral change. Since you confirmed the casino has already closed your account, there is little we can do.
Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
