Dudespin Casino - La cuenta del jugador está cerrada y los fondos están retenidos.

Hello,

I have done two withdraws for the casino and hasnt got any replies when the money will be refunded.

they locked my casino account and also the balance hasnt been refunded.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Mamboaa,

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.

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Mamboaa. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Money hasnt still been refunded.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

aprox 2months

How did you learn about your account being blocked?

no email was replier, just a block was putted on the account without notification to emails.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

basic slots only.

Did you achieve your current balance with the help of a bonus?

No bonus was used only normal deposit.

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Mamboaa,

• Could you please share with me your communication with the casino regarding the issue or any other evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• In your more recent complaint submission, you indicated the casino withheld 80€. Could you please explain what the disputed amount of 580€ represents?

Looking forward to your reply.

Hi Thomas,

i have sent you the details in email.

Hi @tomas,

is there anything i can still do or should i wait for your reply?

Dear Mamboaa,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Mamboaa,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Dudespin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.