Dudespin Casino - Player's account was reopened after self-exclusion request.

I am submitting a complaint against Dudespin Casino regarding a serious failure to enforce responsible gambling measures.

On February 22, I contacted the casino and clearly requested that my account be permanently closed due to a gambling addiction. This request was made to prevent further financial harm.

Despite this, within approximately one week, my account was reopened. At that point, the casino was already fully aware of my prior declaration of gambling addiction and my request for permanent closure.

Following the reopening of my account, I was able to deposit and gamble without any restriction. As a result, I incurred losses totaling over $20,000.

There were no safeguards in place to prevent this from happening, and no intervention occurred despite my prior request. The account should not have been accessible again under any circumstances.

When I raised this issue with the casino, they responded by referring to general terms and conditions, stating that I had agreed that I do not have a gambling addiction and that no refunds are available after deposits are used.

I do not believe this response is appropriate, as the casino had already been informed of my gambling addiction and had accepted responsibility by processing my permanent closure request.

I would like to highlight the following concerns:

- A permanent closure request due to gambling addiction was not enforced 

- My account was reopened despite clear prior communication 

- I was allowed to continue depositing and gambling without restriction 

- The casino failed to uphold responsible gambling obligations 

I am requesting:

- A full investigation into why my permanent closure request was not enforced 

- A clear explanation of how my account was reopened 

- A fair resolution, including a refund of the losses incurred after my account was reactivated 

I am willing to provide all supporting documentation, including correspondence and account history.

Thank you.

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.

Dear Shaegagnon,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@dudespin.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi Kristina,

Thank you for your response.

I have now forwarded all of the requested proof and screenshots to your email, including the full timeline of events and my original account closure request.

I would also like to clarify that I did not open or operate multiple accounts at any point. I only used a single account.

The screenshots clearly show my request for permanent closure and the subsequent events.

Please confirm once you have reviewed everything.

Kind regards, 

Shaelyn

Let me know if you’ve received my email and reviewed the proof and it is closed now yes. After several attempts and begging to keep it closed permanently even though I had already stated in my original request on February 22,2025 to close it permanently with no chance of re opening due to a severe gambling addiction.

Kristine did you receive my email?

Hi I am still awaiting a response from your team?

Hi Kristina. I am checking in again…

Hi I’m not really sure why I am not receiving a response… it’s been a week now and I reached out to you guys to help me.

Thank you for your reply, Shaegagnon. Please note this is not a live chat, so you don’t need to send multiple messages about the same issue. We are currently handling over 1,400 active complaints, and although we do our best to respond promptly, we cannot reply immediately to every message. We have up to seven days to respond to each complaint and will get back to you as soon as possible. Thank you for your patience and understanding.

Could you please clarify when exactly your account was closed? Also, when did you make the last successful deposit?

They finally closed it on April 6th and my last deposit was around there as well probably April 5th.

I also sent you an in depth email with all the screenshots and prop.

Proof *.

But like I said I had spent over $20,000 from the time I asked to be excluded on February 20th.

Dear Shaegagnon,

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, Michal (michal.v@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,

Kristina

Hello Shaegagnon,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Dudespin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Michal,

Thank you for continuing to review my case.

I would like to clarify several key points that I believe are central to this complaint.

My original request was a permanent account closure due to a gambling addiction, which constitutes a self-exclusion—not a standard account closure. I clearly stated this in my communication.

Despite this, my request was not handled as a strict self-exclusion. Instead of closing my account immediately, I was offered temporary break options.

Shortly afterward, I was contacted directly by a VIP manager from the casino, who informed me that a free $100 bonus had been added and that I only needed to confirm in order to reopen my account. I did not initiate this—this contact came from the casino after my closure request.

My same account was then reactivated with only a simple confirmation that I was "in control," without any meaningful safeguards or cooling-off period.

Following this, I was able to deposit and continue gambling without restriction, which led to significant losses, over $25,000.

Given that I had already declared a gambling addiction and requested permanent closure, I believe that:

- My request should have been treated as a self-exclusion

- My account should not have been reopened so quickly

- I should not have been contacted with incentives to return

- The safeguards applied were not sufficient to prevent further harm

I would also like to add that I am a single mother, and this situation has had a serious financial impact on me. I raised my addiction specifically to prevent further harm, which unfortunately was not prevented.

Thank you again for your assistance in reviewing this matter.

What happens if they don’t answer…?

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.

Thank you for the update. I would respectfully request that the deadline be extended again if the casino does not respond. I do not feel it is fair that they can avoid accountability simply by remaining silent, especially considering the seriousness of the concerns raised in this complaint.

This matter involves significant financial and responsible gambling concerns, and I believe the operator should be required to formally address the evidence and circumstances presented rather than benefiting from non-response. I raised my gambling addiction specifically to prevent further harm, and despite this, I was still able to continue gambling and incur substantial losses.

I appreciate Casino Guru’s assistance and ask that every reasonable effort be made to obtain a response from the casino before closing the complaint.

Are they going to reply???

Dear Shaegagnon,

I am trying to reach the casino internally, outside of this thread. That's why I'm setting one last timer. Your patience is greatly appreciated.