Dudespin Casino - Pelaajan kotiutus viivästyy tilin sulkemisen vuoksi.

Good morning, I played at this casino on 5/12/2025, I created an account that day, I played with a 100% welcome bonus, in which deposit I put 100 and got another 100, I fulfilled all the wagering requirements, I won the amount of 2500 euros on the same day I made a withdrawal of 500 euros, on the second day, 6/12/2025, I tried to make a second withdrawal but as soon as I entered my account in the withdrawal option I saw that it had been blocked by the provider but if I go to deposit money it lets me through normally, in communication with them, they wanted to identify the account from that day I have sent them the documents that identify me they needed, they made me do this process 3 times with the ID without any response via email but I saw it through the website, I got a new ID which was necessary, I went into the live chat and told them that I had got a new ID they told me to send it via email and hold it in my hand and take a selfie and I sent it 3 days ago by email back and forth, I still haven't received a response even by email, I am at their disposal to send whatever documents are needed to identify my account I don't understand the reason I'm waiting 1 month without any update via email or through my account, I will provide you with screenshot to see that I am blocked on my withdrawals

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Good morning, thank you for accepting my request. I have submitted documents that have been requested from me, from my ID to my payment card. I have sent them all through the website and via email. I have never received a response via email from the company. In my attempt to also confirm my email from the website, I have never been able to receive email confirmations in communication with their live chat. I said that I do not receive emails or confirm the email, but also no answers that come from you. So I enter the live chat every day if they need any of the above documents. I have checked everything because I do not receive emails from the company. They have put me in the process. to send 4 times since 5/12/2025 my identity on the website, I have sent 4 other times by email my details, my identity and even a selfie so that they can confirm that I am the owner, but I do not receive any response, their response all this time 1 month is that I will be informed by email and that they have received my documents, which is something that does not happen, I never receive any update, today I sent them an email from another new email of mine so that I can replace the old one because in fact there may be some problem on my side so I sent them again my details photos for identification and the change of email but I still haven't received a response, I have provided documents that they asked for 4 or 5 times each, what impresses me is that the next day after I won they blocked my withdrawals for no reason and their response in the live chat is that they did it from the relevant department and to send an email, I send an email without any response I don't know what else to do I am at their disposal to send any document, but not receiving an email trying to change my email to receive answers is terrible, 1 month has passed without me even having done identification and without them putting money in me and they have blocked my withdrawals please help

Not to write too much, the conclusion is that they closed my withdrawals, blocked me for no reason, they don't identify my account, they don't give me my withdrawals, they don't change my email so that I can receive answers, I have sent my documents almost ten times.

Για να μην γράφω και τόσα πολλά συμπέρασμα είναι ότι , μου κλείσαν τις αναλήψεις με μπλόκαραν χωρίς λόγο , δεν ταυτοποιούν τον λογαριασμό μου , δεν μου βάζουν τις αναλήψεις μου , δεν αλλάζουν το έμαιλ μου ώστε να λαμβάνω και εγώ απαντήσεις , έχω στείλει τα έγγραφα μου σχεδόν δέκα φορές

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Also, kindly specify if any of your documents have been approved in the meantime, and if you managed to communicate with the casino via email.

I have sent you an email, thank you.

σας εχω στειλει εμαιλ ευχαριστω

Thank you for your email. Please forward me the files you sent to the casino for verification as well, since I have not yet received them from you. Also, if you have any emails or chat transcripts of your communications with customer support, kindly send them to me as well.

I finally got my money, everything is fine.

τα πηρα τα χρηματα μου τελικα ολα καλα

Hello mixalhsg13,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mixalhsg13,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru