Dudespin Casino - Player’s account remains open despite closure request.

On 12 Dec 2025 I opened an account here. Same day I deposited $50 AUD, $50 AUD, $30 AUD.

After playing to zero I requested for my account on both live chat (who told me to send an email) and then an email support@dudespin.com to close and self exclude my account permanently.

To this date my account is freely open and able to deposit/play here.

I have sent multiple emails since and also livechat to ask them why this has not been done. The last person I spoke with in chat advised they would work out what happened (Edison on 30 Jan 2026.) and refer it to a VIP manager and email me back. Again there is no change ......my account is freely open and able to deposit/play here.

13 emails have been sent since, and the livechat on 30 Jan 2026. They seem to be doing everything possible to keep my account open.

This account needs to be closed permanently and all deposits since day after 10 Dec 2025 refunded - total sum of $2,946 AUD

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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.

• Is your account currently accessible to you?
• Have you informed the casino of suffering from gambling issues or being unable to control your gambling?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new 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

Hi Tomas,

Is your account currently accessible to you? - Yes as at now I am still able to login and play and freely deposit

Have you informed the casino of suffering from gambling issues or being unable to control your gambling?- Yes every email sent to them informs them of my gambling addiction. Live chat requests also inform the same after they asked me what the reason is.

When was the last time the casino allowed you to deposit? Last deposit was 13 Feb 26.

Thanks for your reply and for your cooperation.

Was your self-exclusion request successful? Was your account closed since your last post?

Would you be able to share any of the previous self-exclusion or account closure requests where you disclosed your gambling issues to the casino?

Send this evidence to my email at tomas@casino.guru

Hi Tomas,

Account still freely open and no response from the casino. So no change.

I will send you those emails.

Thanks,

James

They are still emailing me with VIP offers/bonuses....... this casino is completely rogue I do not understand where this "above average"rating comes from

Dear James.o,

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, Igor (igor.p@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,

Tomas

Dear James.o,

I am sorry to hear about your problem with Dudespin Casino.

I will now try to contact a Dudespin Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Dudespin Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

I have successfully reached out to a representative from the casino via email.

Unfortunately, they are currently experiencing difficulties accessing our website.

However, they have requested the player's email address so they can investigate this complaint in the meantime.

I will keep you informed as soon as there are any updates.

Thanks Igor

Dear all,

I have received the following message from the casino:

...Please be advised that the account in question has been permanently closed. We have ensured that the player will no longer receive any marketing or promotional materials.

Regarding the account history, our records indicate that the initial closure request was received on December 26th. We have identified that 2,144 AUD was deposited following that date. I have escalated this matter to our Senior Management for a formal internal audit to determine the cause of the delay in processing the closure. We take our responsible gaming obligations seriously and are implementing measures to prevent a recurrence...

It appears that ther case is being escalated to the relevant department.

I have requested the casino to keep me informed about any updates. I will ensure to update you as soon as I receive a new response.

Dear James.o,

I have received the following message from the casino:

Our Management Team has officially approved a refund of 1,724 AUD. Please accept my apologies for the previous figure provided; following a final audit of the transactions after December 27th, the corrected total is 1,724 AUD.

Regarding the forum, we are still experiencing technical difficulties that prevent us from replying directly. However, we will continue to coordinate with you here to ensure this matter is resolved as quickly as possible.

To proceed with the refund, please provide the following details:

• Full Name (including all middle names)
• Email Address
• Bank Account Holder’s Name
• IBAN / Account Number
• Bank Name
• Bank Location (Country)
• SWIFT / BIC Code

Once we receive this information, we will process the payment immediately. Thank you for your continued cooperation...

Please let me know if you are in agreement with the proposed amount.

If you do agree, kindly provide the requested personal and bank information as needed by the casino.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Thanks Igor I have sent you an email with the account details, Thanks for your help.

Yes I agree with the amount stated.

James

Dear James.o,

Thank you for your confirmation and for the email.

I have forwarded it to the casino and will inform you once there is any update to share.

Hello no updates or refund received on my side.

Thanks

James

Dear All,

Our team is currently assessing the information provided.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

Dudespin Team.

Hi Dudespin,

Your last advice indicated management had officially approved refund and would be processed immediately on receipt of bank details which were sent a week ago (on forwarded by Igor)

Not sure why we are now backtracking to the beginning.

Dear Dudespin Casino,

Thank you very much for your response. I am glad to see that you now have access to our system and can reply directly to complaints.

Please note that the majority of this case was already discussed via email beforehand. In your last email, you approved a refund of 1,724 AUD and asked the player to provide their bank information, which I subsequently forwarded to you via email.

Please let us know if there are any updates.

Thank you for your cooperation.

Hi Dudespin

Please let us know current status as all bank details have been provided to you over a week ago. Had refund been processed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your continued patience.

We have successfully forwarded the bank details to our Financial Department. The payment is currently being processed, and we are awaiting confirmation of the transaction, please note it can take a few days due to the holidays and bank proccessing times.

We will notify you as soon as the process is finalized.

Kind regards,

DuDeSpin

Thanks all refund has been received and account has been.closed.

Case can now be closed

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear James.o,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor