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.

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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