Dudespin Casino - Player's account closure request has been ignored.

I am requesting your assistance with a dispute against DudeSpin Casino concerning its failure to action repeated requests to close and exclude me from its gambling platform.

I am seeking reimbursement of $11,195 CAD, representing my net losses attributable to deposits made after my first written closure/exclusion request.

Background

On April 15, 2026, I emailed DudeSpin at support@dudespin.com and wrote:

"Please close my account and exclude me from this site at your earliest convenience."

My account was not closed and I received no response.

On May 19, 2026, I contacted DudeSpin again and requested:

"Please deactivate my account."

Again, my account remained accessible and I received no response.

On June 9, 2026, I sent a third written request, this time to DudeSpin’s VIP department:

"Please immediately deactivate my account."

Despite these repeated requests, I was still permitted to access the casino, deposit funds and gamble.

Live-chat contact

After realizing my previous requests had not been actioned, I also contacted DudeSpin through its live-chat service.

I told the representative that I had already sent emails asking for my account to be closed and that no one had responded to them.

I questioned why my account had not been closed and also raised concerns about whether it was appropriate or ethical for repeated account-closure/exclusion requests to be ignored.

The live-chat representative instructed me to send another email requesting account closure.

Unfortunately, I do not have screenshots of this live-chat conversation, but I am asking that DudeSpin be required to produce its internal chat records and account notes, which should verify this interaction.

DudeSpin’s response

I subsequently raised a formal complaint directly with DudeSpin.

DudeSpin has rejected responsibility and has taken the position that my request for self-exclusion was not sufficient for immediate closure because I did not specifically state that I had responsible-gambling concerns.

I strongly dispute this position.

My first request expressly stated that I wanted DudeSpin to "close my account and exclude me from this site."

Furthermore, DudeSpin’s own responsible-gambling information directs customers to contact support to request self-exclusion and states that accounts will be closed as soon as practicable.

Rather than actioning my request, DudeSpin allowed the account to remain active through repeated subsequent closure requests.

Amount in dispute

Following my first written closure/exclusion request of April 15, 2026, approximately $35,195 CAD in deposits were credited to my DudeSpin account.

During the relevant period, approximately $24,000 CAD in completed withdrawals were received.

I have therefore calculated the net disputed amount as $11,195 CAD.

I have excluded cancelled withdrawals from this calculation.

I am requesting reimbursement of this amount because I believe the losses occurred only because DudeSpin failed to action my repeated requests to close/exclude my account.

Evidence available

I can provide supporting documentation including:

● Copies/screenshots of my April 15, May 19 and June 9 account-closure requests

● Evidence showing that the account remained active after those requests

● Deposit and withdrawal records

● DudeSpin’s responses to my formal complaint

● Relevant screenshots of DudeSpin’s responsible-gambling/self-exclusion information

● My detailed transaction history

I would also ask Casino Guru to request that DudeSpin provide its live-chat transcripts, internal account notes, responsible-gambling records, account-closure records and the dates on which my requests were received and processed.

I attempted repeatedly to resolve this directly with DudeSpin before escalating the matter.

I would greatly appreciate Casino Guru reviewing this case and assisting in obtaining a refund of the $11,195 CAD net disputed amount.

Thank you for your assistance.

Kind regards,

Nadia 

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Dear GreenNinja,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with DudeSpin Casino.

Before we proceed, I would like to clarify the difference between a standard account closure and self-exclusion due to gambling problems.

A standard account closure does not carry the same responsible gambling obligations as self-exclusion. Generally, if a player simply asks for their account to be closed or deactivated without mentioning a gambling problem, we cannot consider subsequent deposits and losses as grounds for a refund solely because the casino did not close the account.

Self-exclusion due to gambling problems is different. If a player clearly informs the casino that they are experiencing gambling-related problems and requests self-exclusion, we expect the casino to take appropriate measures to prevent further gambling.

Therefore, it is important for us to establish exactly what was communicated to the casino in your case.

• Could you please provide screenshots or copies of all your account closure/self-exclusion requests from April 15, May 19, and June 9, as well as any responses you received from the casino? Please also provide the casino's response to your subsequent formal complaint.
• Additionally, could you please clarify whether, at any point before the disputed deposits and losses occurred, you explicitly informed DudeSpin that you were experiencing gambling problems or that your request for closure/self-exclusion was related to responsible gambling concerns?

I would also like to mention that we currently have several complaints involving DudeSpin where the casino has not responded to our attempts to communicate. While we will review the evidence you provide and do our best to assist you, unfortunately, we cannot guarantee that the casino will cooperate with us in resolving this case.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.