Dudespin Casino - Player's account has been closed but remains active.

Even though my account was blocked only after several direct requests and email confirmation from the manager that the account was blocked, after a few weeks I still received an offer of bonuses for deposits and it turned out that my account was active, which tempted me to play. The exclusion itself wasn't the issue. This was the second identical situation. Unfortunately, I no longer have the emails from the first. In this case, I want the casino to refund my deposits for the period during which I should have been excluded at my own request and in accordance with the manager's assurances. The casino is citing the terms and conditions.

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Dear Papil;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

I sent screenshots to the email address provided, and in my opinion, a block is a block. If I asked for it, I had a reason, and he didn't ask me to unblock my account. I blocked three casinos simultaneously. I didn't have such problems with any other casino, and each one understood perfectly what a block meant.

Thanks for your reply and the information provided.

Please note we may only ask the casino to refund lost funds if you informed the casino of your gambling issues and the casino didn't act to protect you. Since there was no disclosure of gambling issues in the evidence you provided, there is little we can accomplish.

If you believe you are not in control of your gambling. We recommend you request a self-exclusion from any casino where you have an open account.

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."

Please let me know when you send the request to the casino and about the result of your request.

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

So despite my several explicit requests to block my account and having it unblocked twice without my consent, the casino will not face any consequences just because it was not written EXPRESSLY about a gambling problem?

I asked the casino to permanently block my account. Despite this, they used aggressive marketing, luring me into another game and exposing me to losses. The casino knew perfectly well that I wanted my account blocked, which I repeatedly stated.

Thanks for sharing your point of view.

We may offer assistance by asking the casino for money spent on gambling only if we can conclude the casino should have protected you; otherwise, you are responsible for the gameplay. Sadly, simple account closure requests are not a signal that you need protection.

Please let me know if your account was closed and you ceased receiving marketing communication from the casino since seeking player protection.

Thanks in advance for your reply and understanding.

Thank you for your reply. I understand your procedures, but in my case, there's a key fact that the casino can't explain: my account was unblocked twice by the casino WITHOUT MY CONSENT OR REQUEST. After I requested to close my account, the casino arbitrarily activated it and immediately sent me aggressive email marketing with bonus offers. When I fell for this trap and lost my funds, I requested the blocking again. The same thing happened – the casino reopened my account again without any request from me and sent me a bonus, which led to the loss of even more money. The total amount of losses from this account is PLN 6,450. This casino deliberately and unlawfully violated the closed account status to tempt me with bonuses. This is predatory behavior and a blatant violation of basic player protection. In response to your question: Yes, after my last, very harsh email with a pre-litigation demand for a refund, the casino finally permanently blocked my account (which they confirmed to me via email) and the marketing stopped. However, this only happened after I lost PLN 6,450 due to their previous, illegal activations of my account. Please force the casino to explain: on what legal basis and at whose request was my closed account reopened twice and flooded with bonuses? I have screenshots of these marketing messages sent when the account should have been inaccessible.

Thanks for sharing your point of view.

Based on the evidence you provided, we are unable to pursue a refund of the money you lost on gambling. We may only assist players in a narrow range of circumstances when they disclose gambling issues and the casino doesn't act to protect them. In situations where we can't conclude that player protection is supposed to be in place, players are responsible for the gameplay. Simple account blocking requests can't be viewed as a signal that player protection is needed from our perspective.

Due to the aforementioned reasons, we will now proceed to reject 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.