The player from Germany had been unable to contact customer service via email for several months, even after he had requested account closure due to gambling issues. He expressed frustration over the lack of response in live chat and continued to seek assistance for his situation. Later, contact with the casino was established, and after reviewing the evidence, it was determined that the player should be refunded €1,577 for deposits made after January 17th, 2026. The refund process faced delays due to communication issues, but the player eventually agreed to the refund amount and provided the necessary details. The complaint was marked as resolved following the successful refund arrangement. The player was advised to select casinos based on reviews and ratings to prevent similar issues in the future.
Dudespin Casino - Player struggles to get support from the casino.
Case closed
Amount: €1,577
Dudespin Casino
Safety Index 8.0 HighCase summary
Translation
Hello everyone,
I've been registered at this casino for several months now. During this entire time, I haven't been able to contact customer service via email. Of course, I know the correct address... I ignored it at first... but when I requested account closure due to gambling problems, I became increasingly frustrated by not receiving a response! I pointed this out several times in the live chat... which, as is so often the case, seems incompetent! I also received nothing after requesting an email for verification.
I've reported my problems here several times... no response! That can't be right, can it? Please help me with this matter.
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
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
TranslationHello, thank you for addressing the complaint! I sent the most relevant email! Good luck! 👍🏻
Thanks for your patience.
I went over the communication you shared with me.
Please note that the screenshots of the emails from December and January you shared don't have the recipient's address visible.
Could you please share the emails in a format that the casino can be identified as the recipient?
I apologize for the inconvenience.
Send the evidence to my email at tomas@casino.guru
TranslationHello ,
I forwarded the emails to her with the recipient address.
Dear Andreanders,
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 Andreanders,
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
TranslationOkay, that sounds promising! I've also mentioned many times in the chat that I can't reach anyone by email or get any replies! Thank you for your help.
TranslationI'm really curious to see how this will develop 😬
TranslationI'd really be interested to know if you've already been able to make contact with an employee... Best regards
TranslationHello,
Quick update... my player account is still open and I have unrestricted access! I tried again to report the problem via email and live chat... without success! Additionally, I was able to make several more deposits! I've visited many similar casino platforms before, but I've never had any problems with email communication!
This is truly frustrating! For my own protection, I've had my bank account blocked for such transfers. I will gladly determine the actual amount in dispute since my initial self-exclusion request! Thank you for your support.
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.
TranslationThen I guess I'll have to give up hope of a refund...😞 Are there no other options or steps I can take?
TranslationI lost control again today and deposited €200 there 🙁
TranslationI'm speechless at what I was told in the live chat today.
Dear Andreanders,
I have repeatedly tried to contact Dudespin Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.
I will now close the complaint as unresolved.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.
I am sorry we could not be of more help on this occasion.
Best Regards,
Igor
We’ve reopened this complaint at the request of Dudespin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear all,
I would like to inform you that I have managed to get in touch with the casino representative.
They are currently experiencing issues logging into our system, and we are working to resolve the matter.
Additionally, the casino has requested the player’s email address so that, in the meantime, the case can be investigated.
TranslationMy account is still open! I hope someone will comment on this.
TranslationFour days ago I provided my email address here, and my account is still open! I really hope someone will respond soon!
greetings
TranslationIs there still contact with Dudespin Casino?
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.
TranslationNothing will happen... my account is still open! This whole thing is an emotional rollercoaster for me... so please close the complaint as far as I'm concerned!
TranslationI don't understand why the casino reopened this case. I can still access my account and make deposits. I will make it my mission to inform as many people as possible about this casino! I would be very surprised if either of us heard from them again.
TranslationThis casino is simply a nightmare... I've made several deposits again since yesterday! They're probably just rubbing their hands together in glee.
Dear all,
The casino has responded to my email with the following message:
We have reviewed our records and are unable to locate any correspondence where the player explicitly disclosed concerns regarding gambling addiction.
Please note that our support system issues an automated confirmation email containing a unique eight digit reference number for every inquiry received.
To assist us in investigating this matter further, we request that the player provide the eight digit reference number associated with their initial email mentioned gambling addiction.
Once this information is provided, we will be able to verify the communication and proceed with the player request accordingly.
Thank you for your time and attention to this matter! We look forward to your update.
Dear player,
The casino kindly requests that you provide a reference number or a confirmation email related to your request.
If you have any evidence to support your submission, please feel free to share it in this thread.
TranslationAs explained above, I also pointed out in the live chat that I never received a reply.
I was told that my emails were reaching you... I still haven't received a reply from you! What's the problem?
Perhaps the casino can prove that emails were sent to the linked email address.
TranslationJust wanted to give a quick update…
Apart from the fact that I had already requested account closure well before December 25, 2025 (documents missing/deleted), my account is now finally closed 3 months later!
Thanks to Dudespin support 👍🏻
Dear Andreanders,
You mentioned that you were sending me emails. However, I have not received any emails from you so far.
Were you using this email address: igor.p@casino.guru?
TranslationHi, I sent the emails to Thomas... he should forward them...
Just a moment, I'll send them to you.
Have they arrived yet?
Best regards
P.S. I hope you can help me with this.
Dear Andreanders,
Yes, I have received your email. Thank you.
Dear Dudespin Casino,
Could you please forward me the email communication history with the player from December 2025 and January 2026?
Thank you for your cooperation.
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.
TranslationCooperation or good treatment of players looks different to me!
I hope that many people will become aware of this now and be able to form their own opinion.
Dear Igor,
We have sent an email with attached evidences for your further review.
We look forward to your update.
Kind regards,
Dudespin Casino team.
Dear all,
After a thorough review of the evidence provided by the casino, I have reached the following conclusion.
According to the screenshots, the first valid request was made on January 17th.
And upon reviewing the communication with the player, I would like to point out one important detail: in the casino’s reply, the player was informed that their balance would be voided upon submitting a self-exclusion request.
This is contradictory to the basic principle of self-exclusion and responsible gambling — to protect vulnerable players from losing their money through gambling.
Therefore, the player should be eligible for a refund of all deposits made after this conversation.
Dear Dudespin Casino,
Please review the message above. Feel free to ask any questions or let me know whether this situation requires further explanation.
Additionally, could you please provide the history of all of the player’s deposits made after January 17th (inclusive)?
Thank you in advance.
TranslationHello everyone
I don't quite understand why it's only from January 17th... furthermore, I wonder to what extent the casino informed me about anything?
And above all, when? There isn't even a single email from Dudespin in my inbox. What about December 24th, 25th, 2025? Nevertheless, I would like to thank the casino for its cooperation so far! And I hope for a satisfactory outcome for everyone involved.
Best regards
Dear Andreanders,
Please note that in your previous communication, you did not explicitly inform the casino that you wished to close your account due to gambling-related problems.
Additionally, the email sent on December 25th was unfortunately not delivered to the casino’s mailbox.
TranslationReally very strange ..
Well, then I'll have to wait another two weeks 🙁
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.
TranslationHello everyone,
I think Dudespin Casino should be able to live with this result! If I hadn't deleted the email history, I would have had to refund significantly more!
I am absolutely certain that I already submitted a detailed self-exclusion request back in October!
I am still pleasantly surprised that anyone even participated in the conversation here!
I ask you to bring this whole matter to a close now... and that will be the end of it!
Best regards
Dear Igor,
We sincerely apologize for the delay in our responses.
Regarding the request for the cashier history from January 17, 2026, until the date of closure, we would like to provide a clarification.
Andreanders informed us regarding his gambling addiction on January 17, 2026, at 15:12. Consequently, we maintain that we are not liable for deposits made on January 17, 2026, and our liability pertains only to deposits made after January 18, 2026.
We have sent you an email attached with evidences for your review and supporting our aforementioned statement. The document shows all successful deposits and withdrawals within the specified timeframe.
The deposits: 2,387 EUR - the withdrawals: 810 EUR = 1,577 EUR the amount liable to refund.
We shall proceed with the refund procedure, once we receive the confirmation.
We look forward to your update.
Kind regards,
Dudespin Casino team.
TranslationHello
That would be fine with me.
I don't want to prolong the process any further.
Best regards
Dear Dudespin Casino,
The player agrees with the refund amount of €1,577.
Please let us know whether anything is required from the player at this stage or if there are any updates regarding this case.
Thank you for your cooperation.
TranslationSo, you really need a lot of patience... I hope it was worth it in the end.
TranslationIs it always necessary to postpone everything until the end of the deadline?
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 Andreanders,
Please provide the bank details requested in our recent correspondence at your earliest convenience.
We look forward to your update.
Kind regards,
Dudespin Casino team.
TranslationWhat correspondence? I had every payment processed through my Skrill account... what exactly do you want to know?
Dear Dudespin Casino,
The player needs additional assistance regarding the refund. Please provide any and all information needed to proceed with the refund.
Additionally, please note that due to repeated late replies on your side, I will now set the timer to four days. Thank you for your understanding.
TranslationWhy do you have to make it so difficult? I've processed withdrawals several times...always using the same method! Now you want my bank details? 🙈
TranslationTo the Dudespin casino
They've been dragging this out for three months now... I'm speechless 🙈
TranslationI want to emphasize again that I know of no correspondence regarding a request for account details! I've checked several times!
Communication via email hasn't worked from the start. Nevertheless, I've already sent them my data, just to be on the safe side.
Can we handle this here in the chat?
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 Andreanders,
We are pleased to inform you that the refund amount of 1,577 EUR, has been successfully processed, and the funds were dispatched from our end on May 4, 2026.
We trust that this information will assist in clarifying the matter for you.
Our team extends its best wishes for your future endeavors.
Warm regards,
Dudespin Casino team.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Andreanders,
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
