Dudespin Casino - Player’s account is improperly active after self-exclusion.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Do I understand correctly that you registered 2 accounts in the casino?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Could you please explain when your original account self-excluded?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@dudespin.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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."

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

I don't have two accounts at the casino, you misunderstood. I went to register for the first time with email and it gave me a banning reason for addiction but as soon as I registered with a phone number it accepted it. WHEN I put in the account details, however, the email did not block me as initially and let me proceed with deposits losing €840. From the written communication I had with the casino, it accepted the mistake and told me that the deposits would be returned. But yesterday they told me that they would not return them. I HAVE had too many emails that I strictly request the closure of the account since 24/1/26 and my account was closed yesterday 1/2/26 I have all the evidence to take legal action against them

Thanks for the clarification.

• Please send one recent and one old previous self-exclusion request to me for review.
• Share any communication coming from casino support discussing the refund of your funds.
• Send the information to me at tomas@casino.guru so I may review it

Thanks in advance for your cooperation.

There is no old exclusion request because I had not registered before, that's what I'm explaining! I registered on 24/1/26 and I'm explaining that when I went to register with my details, it made me a blocked user but then allowed me to register. I HAVE sent several emails to you who accept their mistake and inform me that they will refund my money, which has not happened yet. Also, after many emails from 24/1/26, they closed the account on 2/2/26 with the risk of me playing again because they were sending me endless offers so that I would lose more money. If you need me to send you the offers I was receiving along with the exclusion requests, let me know! They sent me an offer again today

I apologize for any misunderstanding.

Without evidence that you disclosed your gambling addiction to the casino prior to depositing, we are unable to pursue a refund of the money that was used for gambling.

From the information you shared, you informed support of your gambling issues on January 24th. No discussion about the casino acknowledging making a mistake has been shared so far.

• Did the casino allow you to deposit between January 24th and February 2nd?
• When exactly was the last time you deposited into the casino?
• If there is any information I might have overlooked, please let me know.

Looking forward to your reply.

Isn't the fact that there's an entire conversation where they accept their mistake and clearly tell me that they'll refund my deposits proof?

Thanks for your patience.

I went over the communication you shared again.

I am sorry, but the information you provided is not sufficient for us to pursue the case. The information you received via live chat on January 31st is not enough for us to conclude that the casino should have protected you or that the casino admits any guilt.

Please share responses to my previous questions so we may better decide how we may assist you.

I apologize for the inconvenience.

Dear Kallioi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru