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 seeks assistance in obtaining a refund for those deposits made after his self-exclusion and requests the permanent closure of his account.
Dudespin Casino - Player's account has been reopened despite self-exclusion.
Opened
Current status
Waiting for player to reply
6d 23h 38m 29s
Dudespin Casino
Safety Index 6.7 Above averageCase summary
Discussion
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Public
18 hours 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
Automatic translation:
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21 minutes 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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21 minutes 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
