The player from Spain had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player reported that the casino had canceled three simultaneous withdrawals, returning €3,000 to his game balance and limiting his ability to withdraw funds due to a €500 per 24-hour withdrawal cap. Despite reminders and extensions, the player had failed to respond to the Complaints Team's inquiries. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player resumed contact.
Dudespin Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,500
Dudespin Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I am filing this complaint against Dudespin.com casino for withholding my total balance of €3,500.
I currently have three pending withdrawals of €500 each (€1,500 in total). My account is fully verified. The problem is this:
1. The casino sent me an official email today, Friday, stating that my withdrawals have been "processed" and that the money will arrive in 3-5 days.
2. However, in my user panel, the transactions still appear as "Under review" and, more seriously, the "CANCEL WITHDRAWAL" button is still active.
3. As you know, a processed withdrawal cannot be canceled by the user. It's clear the casino provided me with false information via email to avoid my complaints, keeping the funds "cancellable" in the hope that I would lose them gambling over the weekend.
4. In addition, my access to live chat has been restricted following my complaints.
I request that CasinoGuru intervene so that the casino processes my outstanding €1,500 immediately and allows me to withdraw the remaining €2,000 from my balance without further delay. I have screenshots that demonstrate the discrepancy between the email I received and the actual state of my account.
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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 Rsto93,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
TranslationEXPANSION OF THE FACTS (BALANCE UNLOCKING MANEUVER):
"I want to emphasize the seriousness of Dudespin's actions. My account has a limit of 3 simultaneous active withdrawals. By canceling my 3 withdrawals of €500 each today, Sunday, which were supposedly 'processed' since Friday, the casino has deliberately caused €3,000 of my winnings to be returned to my game balance."
Due to the €500 limit every 24 hours, today I'm only allowed to request one more withdrawal, leaving the rest of my money (€3,000) exposed and without withdrawal protection. It's a malicious tactic to force me to gamble my balance over the weekend while they keep me blocked from chatting.
I demand that the casino manually and immediately process my entire balance (€3,500), as they themselves have broken the payment chain that was already underway.
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1 month ago
TranslationI've been waiting since last Tuesday. They don't answer my emails, they lie to me, they cancel my withdrawals at the last minute to prolong the wait, they keep giving me the runaround, and I can't take it anymore. I need help.
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1 month ago
TranslationI received an email claiming that I manually cancelled some of my three active withdrawals of €500 each over the weekend, which is completely untrue. I have proof that on Friday they emailed me saying the withdrawals were processed and the money would be sent, but this was entirely false, as I could still cancel them through the website. I've attached screenshots as proof.
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1 month ago
TranslationI just received two withdrawals of €500 each, but I still have €2500 there.
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1 month ago
Dear Rsto93,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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4 weeks ago
Dear Rsto93,
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
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,
Karla
Casino.Guru
