The player from Germany files a complaint against DudeSpin Casino for failure to honor his self-exclusion request despite his admission of gambling addiction. He has deposited around €9,500, with a net loss of approximately €5,800, and has engaged a lawyer to pursue recovery of his losses. He seeks a full refund of deposits made after his initial request for account closure.
Dudespin Casino - Player's account is still active despite self-exclusion request.
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Dudespin Casino
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1 month ago
Translation
DudeSpin – player ban due to addiction ignored (evidence available)
Description:
I hereby file an official complaint against DudeSpin Casino.
I suffer from a gambling addiction and have repeatedly informed the casino's support team via email and chat that I have lost control and that my account needs to be permanently blocked. Despite these clear indications of my addiction, the casino has not closed my account but has allowed me to continue playing unhindered. In the last few months alone, I have deposited a total of approximately €9,500 (net loss of approximately €5,800).
Important facts about my case:
Evidence preservation: I have secured complete screenshots and evidence of all emails, chat histories, and my blocking requests.
Lawyer engaged: I have already handed this case over to my law firm (Cocron Law Firm). Appropriate proceedings to recover the losses, as well as the examination of a multi-stage lawsuit due to the refusal to provide GDPR information, are already underway.
Claim: I demand a full refund of all deposits made after my initial self-exclusion request. I am prepared to withdraw this complaint and any legal action should the casino offer a fair solution promptly.
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4 weeks 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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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Dudespin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
Dear Sikijackson61,
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.
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3 weeks ago
TranslationHello Attila, thank you very much for the feedback.
Here are my answers: KYC: No, I did not complete KYC (Know Your Customer) verification directly with the casino. I never uploaded my ID or any documents. The casino accepted my deposits totaling approximately €9,500 without any verification whatsoever.
Withdrawals: My withdrawals were processed exclusively via Skrill.
Evidence: I have just sent you screenshots of my emails (addiction report/blocking request) and the chat evidence to your email address ( attila.g@casino.guru Sent. Current situation: Despite my addiction report, the casino has not blocked me, which unfortunately allowed me to deposit money again yesterday/today. Please help me resolve this matter.
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2 weeks ago
TranslationHi Attila, an important update: I unfortunately don't remember the exact date offhand, but I definitely stated in the live chat weeks or months before my email that I was a gambling addict and needed self-exclusion. Please request that the casino provide the complete internal chat logs since I opened my account. The addiction report, along with a timestamp, is stored there.
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2 weeks ago
TranslationHello Attila,
I would like to give an important update on my case to facilitate the accurate calculation of damages:
Last payout: My very last winnings payout was on February 9th via Skrill. Since that day, there have been no further winnings or payouts to my account. Everything is fully verifiable through my Skrill and bank statements.
Pure loss phase: After February 9th, I deposited thousands of euros exclusively into the casino and lost them all.
Live chat logs: Unfortunately, I no longer remember the exact date I first used the word "gambling addiction" in the live chat (it was probably in March). Since the casino is ignoring my private requests, I am hereby requesting, through DudeSpin, that you provide the complete internal chat logs from February onwards.
Once these records are available, the exact second my addiction report was timestamped will be proven. From that moment on, I demand a 100% refund of all deposits made.
Best regards
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2 weeks ago
Dear Sikijackson61,
thank you for your messages and screenshots provided.
After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.
Therefore I would recommend that you send another request, but this time, include me in the copy of your email.
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 send another email to support@dudespin.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.
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,
Attila
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2 weeks ago
TranslationHello Attila,
Thank you so much for your message. Following your advice, I just sent the official email with the addiction text to the casino and contacted you at attila.g@casino.guru CC'd so that my account will be permanently blocked immediately.
Regarding past losses: In April and May alone, I deposited €3,368 from my Revolut account and lost it all. Since I don't have screenshots of the live chats, please request the internal chat logs from DudeSpin starting in February. My confession of addiction, along with the exact timestamp, is stored there.
Best regards
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1 week ago
Dear Sikijackson61, thank you for the update. Has the casino acknowledged the self-exclusion request? Alternatively, do you still have access to your account?
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1 week ago
TranslationHello Attila,
Thank you for your message. No, the casino has completely ignored my self-exclusion request to this day and has not sent me any confirmation.
I still have full access to my account. What's particularly outrageous is that when I log in, a window immediately pops up asking me to agree to new terms and conditions, instead of my account being blocked. Of course, I closed the window immediately and didn't accept anything.
Despite my clear disclosure of my severe gambling addiction on Monday (which you were CC'd on), the casino is simply leaving my account open and is even trying to get me to accept new terms and conditions. Please confront the casino directly about this serious breach of player protection and simultaneously request the chat logs from February onwards to document my losses.
Best regards
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5 days ago
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, Kubo (jakub.m@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,
Attila
Casino Guru is examining the case
Kubo is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
