The player from Germany self-excluded from Casino Dutzbin due to his gambling addiction, yet his account was reopened, allowing him to make further deposits and lose more money. He sought assistance in obtaining a refund for those deposits made after his self-exclusion and requested the permanent closure of his account. We reviewed the available emails and screenshots, but the key email showing the exact wording of his original closure request was missing. As a result, we could not confirm that the account had been closed as an addiction-based self-exclusion, so the complaint was closed for insufficient evidence.
Dudespin Casino - Player's account has been reopened despite self-exclusion.
Closed
Our verdict
Insufficient evidence from player
Amount: €900
Dudespin Casino
Safety Index 6.6 Above averageCase summary
Discussion
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1 month ago
Translation
Dear Casino Guru Team,
I am contacting you because I have a significant problem with Casino Dutzbin and need your assistance.
I had explicitly banned myself from this casino due to my gambling addiction. Despite my known gambling addiction, my account was subsequently reopened, allowing me to make deposits and play again. As a result, I lost a significant amount of money once more.
The attached screenshots clearly show that I informed the casino about my gambling addiction and had myself blocked for this reason. However, in my opinion, my gambling addiction was not adequately or sustainably addressed, even though the casino explicitly advertises measures for responsible gaming and the protection of customers at risk of gambling addiction.
I was able to access my account again and deposit money once more, even though the casino was already aware of my gambling addiction. I consider this extremely problematic.
Therefore, I request that you review this case and assist me in enforcing my claims against the casino. Specifically, I demand a refund of the deposits I made after my initial suspension due to my known gambling addiction.
Furthermore, I demand the permanent and final closure of my player account, so that reopening or using it in the future is impossible.
I am attaching the relevant screenshots and evidence to this complaint.
Thank you very much for your support and for reviewing my case.
Best regards
Saffyr
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1 month 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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1 month ago
Dear saffyr,
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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.
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 veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
TranslationHello Veronika,
I've sent you all the documents by email. There are quite a few, so I hope you can find your way around them easily. Among other things, it includes the documents for self-exclusion due to gambling addiction. I hope everything is complete and understandable. 😊
If you require further documents, please do not hesitate to contact me.
Best regards
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1 month ago
TranslationHello Veronika,
I just remembered something else I'd like to tell you about this: Before my account was closed, I continued to be enticed with bonus offers and other promotions.
Even after the account was closed, it was easy to reopen it. I also have screenshots and other documentation that I'd be happy to send you.
I can also send you the relevant offers I have received, if needed.
If you have any further questions or require additional documents, please feel free to contact me at any time.
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1 month ago
TranslationMy deposits so far amount to €1050; I can gladly send you screenshots of this. The account is still open, and I could easily continue making deposits.
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1 month ago
TranslationI have sent you screenshots of the deposit details, etc., to your email address.
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1 month ago
Thank you for providing the documents. I have reviewed them, but I am still missing two important parts of the communication that are necessary to establish the exact timeline of your self-exclusion.
Please forward me the original email you sent to the casino after your live chat on 19 July, which resulted in your account being closed on 20 July. I particularly need to see the exact wording you used when requesting the closure via email sent to vip@dudespin.com, or support@dudespin.com.
Please also forward me the complete communication that led to your account being reopened afterwards, including your own reopening request and the casino's responses.
If possible, please send these emails in their original format as .eml or .msg attachments to me at veronika.f@casino.guru.
Thank you for your cooperation.
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1 month ago
TranslationHello Veronika,
I forwarded you the emails about the reopening.
I no longer have the other emails in my inbox; I've sent everything I have.
I was in the live chat and explicitly stated that gambling addiction was the reason. That should have set off alarm bells, and the account was indeed closed.
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1 month ago
TranslationI believe that if I stated "gambling addiction" as the reason for the closure in the live chat, my account should have been closed immediately. Referring me to email contact afterward, when you know perfectly well that this email exchange could drag on for days anyway, makes absolutely no sense to me. The account should have been closed immediately, without any ifs, ands, or buts.
The fact that I was able to reopen my account and even received bonuses means the whole thing was not taken seriously at all.
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1 month ago
I understand why you expected your account to be closed immediately after mentioning gambling addiction in live chat. Your concern is serious.
Live chat agents do not always have full access to account settings or the authority to complete an account closure. At some casinos, live chat is also handled by a separate team serving several brands, which is why an agent may direct a player to submit the request by email. I cannot confirm whether that was the arrangement at Dudespin or whether the casino handled your request appropriately without reviewing what happened next.
The casino directed you to make your request by email, and your account was closed on 20 July. To assess whether the casino received a request specifically referring to gambling addiction, I need to see the exact wording of the email you sent on 19 July. Since you no longer have it, could you please try to obtain a copy from the casino, or provide another complete record of that email? Without this evidence, I cannot move your complaint forward.
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1 month ago
TranslationWow, this is taking too long with you, I would have preferred to have Matej back.
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1 month ago
Dear saffyr,
I’m sorry, but I must close your complaint because the available evidence is insufficient to support your refund request.
I acknowledge that you mentioned gambling addiction in live chat. However, the agent instructed you to submit your closure request by email, and the confirmation of closure on 20 July does not specify whether your account was closed due to gambling addiction. Without the email that led to this closure, I cannot establish whether the subsequent reopening breached an addiction-based self-exclusion.
Since you have confirmed that you no longer have that email, I cannot take your refund claim further. If you later obtain a copy or other evidence clarifying the basis of the original closure, you may request that your complaint be reopened.
If you are experiencing gambling-related harm, you may find BetBlocker helpful. It is a free tool provided by a UK-registered charity that blocks thousands of gambling websites across multiple devices, either continuously or during selected vulnerable periods. Setup is quick; it works quietly in the background, supports multiple languages, and can be used anonymously. Further information is available through our Global Self-Exclusion Initiative and the BetBlocker website. It may also block gambling-information websites, including Casino Guru, so leave the Casino Guru blocking option unchecked if you need continued access to your complaint or our resources.
Best regards,
Veronika
