The player from Germany had requested account closure for self-exclusion but had received no response from Dude Spin for weeks, and the account remained open. The player was asked to provide details about the self-exclusion request and any communication with the casino to assist in resolving the issue. Due to the player's lack of response to the Complaints Team's inquiries and reminders, the investigation could not proceed. Consequently, the complaint was closed for the moment, with the option for the player to reopen it by resuming communication.
Dudespin Casino - Player's self-exclusion request is unresolved.
Closed
Our verdict
Player stopped responding
Amount: ??
Dudespin Casino
Safety Index 8.0 HighCase summary
Discussion
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1 month ago
Translation
Hello ,
I have repeatedly emailed them to close my account (self-exclusion).
Dude Spin hasn't responded for weeks and the account is still open!
Automatic translation:
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1 month 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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1 month ago
Dear Kwleon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have reviewed the general terms and conditions, and this is what I found:
"Log into your Qbet account and visit my account setting and select your self-exclusion option."
"6.8. All restrictions and exclusions shall immediately become effective upon inserting and confirming the settings in your Account "Limits" section on our portal."
To better understand your situation and assist you effectively, could you please provide us with the following details:
- When did you first request the self-exclusion of your account?
- Were you able to set self-exclusion from your account under My Account setting?
- What other methods did you use to inform them of the self-exclusion (e.g., email, live chat, phone)? If through email, please specify the email address.
- Have you received any response from Dude Spin regarding your request?
- Could forward the emails that you sent when you requested self-exclusion and any response from the casino to jean.s@casino.guru?
Your cooperation in providing these details will help us investigate and work towards a resolution. I hope we will be able to help you to resolve this issue.
Best regards,
Jean
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3 weeks ago
Dear Kwleon,
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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2 weeks ago
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,
Jean
Casino.Guru
