The player from Germany had reached out multiple times via email and live chat to close his casino account due to gaming addiction and family issues. However, his request was ignored. The player reported a loss of 3000 euros and had received only 1500 euros as a partial refund from the casino. Despite providing evidence of his self-exclusion request and gambling issues, the casino failed to respond to the complaint. We closed the complaint as unresolved due to the casino's lack of cooperation, which negatively impacted the casino's rating. Later, after establishing a communication channel with the casino, the player accepted a refund offer of 1450 euros from the casino. Upon confirmation of the payment, the complaint was marked as resolved.
Dudespin Casino - Player’s account closure request is being ignored.
Case closed
Amount: €2,950
Dudespin Casino
Safety Index 8.0 HighCase summary
Translation
Ladies and Gentlemen
I contacted the casino multiple times via email and live chat.
I'm addicted and have family problems because of the game. Closing my account unfortunately hasn't worked; it's being ignored. Please help.
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Dear besarion,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dudespin (https://dudespin1.com/de/).
Please allow me to ask you a few questions so I can better understand the situation.
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
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,
Katarina
TranslationHi Katarina, I just sent you all the emails. The account is still open and I'm losing money.
TranslationI deposited 500 euros on December 15, 2025.
Dear besarion,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Katarina
Hello besarion,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Also, could you please state when was the first time you have communicated gambling issues to the casino? Am I correct to assume the earliest instance was at 13th of December?
I will also try to contact a casino representative outside of this thread, as we currently do not have registered contact for the casino.
TranslationI received an offer of 1500 euros via bank transfer; the loss is 3000 euros.
Dear besarion,
thank you for your continued cooperation. I am currently waiting for more clarifications from the casino's side. At this point, I would however like to ask you some questions.
- Can you please provide me with the declaration of gambling issues from 9th of December? You can send it to martin.l@casino.guru.The earliest communication I have at my disposal is from 13th of December.
- Has the casino agreed to refund you the full amount of 3000 EUR? Alternatively, have they sent you 1500 EUR as the final payment?
Thank you again for keeping us updated.
TranslationThey transferred 1500 to me.
The amount I lost due to non-compliance with the terms and conditions is 3000 euros.
I'm sending you the email with the date
TranslationHi Martin, I just sent you this email (December 9, 2025).
Best regards
Dear besarion,
thank you for your swift response. I will now contact the casino again and wait for their response.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear besarion,
I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.
Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.
Martin
Dear parties,
we’ve reopened this complaint at the request of besarion, as new developments have arisen regarding this case.
Dear besarion,
I am truly sorry to hear your account has been reopened again. If possible, could you please provide us with any communication you had with the casino? I will also keep trying to contact the casino representatives.
TranslationThe casino isn't blocked; I've contacted them multiple times, but they're ignoring me, and I'm still losing money.
TranslationI demand that the casino refund 3000 euros.
TranslationThis dirty casino was already banned; they don't know where else to make money, so they open another gambling-addicted account. 
TranslationI've already written more than 7 emails requesting account closure and deletion. The reason given is addiction and family problems due to the game.
No response
Should I contact the authorities now?
What do you think, Martin, will I lose money because I'm an addict?
Dear besarion,
I am very sorry to hear about the current state of the matter, I am continuously trying to get in touch with the casino regarding this matter.
In the meantime, I again strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.
Dear besarion,
I can confirm I am in touch with a casino representative. I will update the thread as soon as possible, we are also trying to solve a technical issue with the casino's account on our site.
TranslationI demand that the casino reimburse me 3000 euros; I lost over 5000 euros due to gambling addiction.
TranslationHow can a casino have such a security index if it doesn't even respond and doesn't take people seriously?
Dear besarion,
I can confirm I am in contact with the casino representative. The representative has told me about the casino's refund offer of 1450 EUR. While you are of course entitled to accept it, I advise against doing so at this time, as we are still not 100% sure about the exact amount you are entitled to.
At this point, I am waiting for your deposit history, which should soon be provided by the casino representative.
Dear besarion,
I am unable to say until we review all deposits you've made.
TranslationI haven't received anything yet, neither an offer nor a deposit slip.
TranslationI have not yet received an offer or payment history.
Dear besarion,
I have received a message from the casino, I will evaluate it's contents soon and update the thread.
Dear besarion,
thank you for your patience. I have reviewed the matter once again and would like to ask you one question - Have you explicitly agreed to the refund of 1500EUR which you have received for initial delay in account closure (in December)?
TranslationNo, I did not agree.
I sent my bank details and requested a refund of 3000.
Thank you for your swift response. Could you please provide us with the exact copy of the conversation in question?
TranslationI don't have that anymore; I forwarded everything to them back then.
TranslationHi Martin, I still haven't received anything, no letter whatsoever from the casino.
Dear besarion,
thank you for the updates, I am now waiting for a response from the casino.
TranslationHello Martin, could you please explain the security index of dudespin1.com to me again? It has increased instead of decreasing.
Sincerely, Beteev
TranslationHi Martin, thanks again for your efforts. I still haven't received any information regarding Dudespin1.com.
Sincerely, Beteev
Dear Martin,
We have sent an email attached all the required evidences including the player had accepted the earlier offer of 1,500 EUR.
Given that the previous claim was settled in full, we maintain that our liability is limited to deposits made between February 27, 2026, and March 20, 2026, which total 1,450 EUR.
We look forward to your update.
Kind regards,
Dudespin Casino team.
TranslationDear Casino Guro Team
I accepted the offer.
I will close the ad immediately as soon as the payment confirmation arrives.
Best regards *****
Dear parties,
thank you both for updating us on the matter. Please let us know when funds are processed, we will then close the case.
TranslationEverything is done.
Thank you so much, dear team!
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear besarion,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
