Dudespin Casino - La cuenta del jugador sigue activa a pesar de la solicitud de autoexclusión.

DudeSpin – player ban due to addiction ignored (evidence available)

Description:

I hereby file an official complaint against DudeSpin Casino.

I suffer from a gambling addiction and have repeatedly informed the casino's support team via email and chat that I have lost control and that my account needs to be permanently blocked. Despite these clear indications of my addiction, the casino has not closed my account but has allowed me to continue playing unhindered. In the last few months alone, I have deposited a total of approximately €9,500 (net loss of approximately €5,800).

Important facts about my case:

Evidence preservation: I have secured complete screenshots and evidence of all emails, chat histories, and my blocking requests.

Lawyer engaged: I have already handed this case over to my law firm (Cocron Law Firm). Appropriate proceedings to recover the losses, as well as the examination of a multi-stage lawsuit due to the refusal to provide GDPR information, are already underway.

Claim: I demand a full refund of all deposits made after my initial self-exclusion request. I am prepared to withdraw this complaint and any legal action should the casino offer a fair solution promptly.

DudeSpin – Spielersperre wegen Sucht ignoriert (Beweise vorhanden)

Beschreibung:

Ich reiche hiermit eine offizielle Beschwerde gegen das DudeSpin Casino ein.

Ich leide unter einer Spielsucht und habe den Support des Casinos mehrfach per E-Mail und im Chat darüber informiert, dass ich die Kontrolle verloren habe und mein Konto permanent gesperrt werden muss. Trotz dieser eindeutigen Hinweise auf meine Sucht hat das Casino mein Konto nicht geschlossen, sondern mich ungehindert weiterspielen lassen. Allein in den letzten Monaten habe ich so insgesamt ca. 9.500 € eingezahlt (Nettoverlust ca. 5.800 €).

Wichtige Fakten zu meinem Fall:

Beweissicherung: Ich habe von sämtlichen E-Mails, Chat-Verläufen und meinen Sperranfragen lückenlose Screenshots und Belege gesichert.

Anwalt eingeschaltet: Ich habe diesen Fall bereits an meine Rechtsanwaltskanzlei (Kanzlei Cocron) übergeben. Ein entsprechendes Verfahren zur Rückforderung der Verluste sowie die Prüfung einer Stufenklage wegen verweigerter DSGVO-Auskunft sind bereits in Arbeit.

Forderung: Ich fordere die vollständige Rückerstattung aller Einzahlungen, die nach meinem ersten Sperrwunsch getätigt wurden. Ich bin bereit, diese Beschwerde und die rechtlichen Schritte zurückzuziehen, sollte das Casino zeitnah eine faire Lösung anbieten.

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Dudespin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Sikijackson61,

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.

Hello Attila, thank you very much for the feedback.

Here are my answers: KYC: No, I did not complete KYC (Know Your Customer) verification directly with the casino. I never uploaded my ID or any documents. The casino accepted my deposits totaling approximately €9,500 without any verification whatsoever.

Withdrawals: My withdrawals were processed exclusively via Skrill.

Evidence: I have just sent you screenshots of my emails (addiction report/blocking request) and the chat evidence to your email address ( attila.g@casino.guru Sent. Current situation: Despite my addiction report, the casino has not blocked me, which unfortunately allowed me to deposit money again yesterday/today. Please help me resolve this matter.

Hallo Attila,vielen Dank für die Rückmeldung. 

Hier sind meine Antworten:KYC: Nein, ich habe kein KYC (Identitätsprüfung) direkt beim Casino abgeschlossen. Ich habe nie meinen Ausweis oder Dokumente hochgeladen. Das Casino hat meine Einzahlungen von insgesamt ca. 9.500 € trotzdem ohne jegliche Prüfung akzeptiert.

Auszahlungen: Meine Auszahlungen wurden ausschließlich über Skrill abgewickelt.

Beweise: Ich habe Ihnen soeben die Screenshots meiner E-Mails (Suchtmeldung/Sperrwunsch) und die Chat-Belege an Ihre E-Mail-Adresse (attila.g@casino.guru) gesendet.Aktuelle Situation: Das Casino hat mich trotz meiner Suchtmeldung nicht gesperrt, wodurch ich gestern/heute leider erneut Geld einzahlen konnte.Bitte helfen Sie mir, den Fall zu klären.

Hi Attila, an important update: I unfortunately don't remember the exact date offhand, but I definitely stated in the live chat weeks or months before my email that I was a gambling addict and needed self-exclusion. Please request that the casino provide the complete internal chat logs since I opened my account. The addiction report, along with a timestamp, is stored there.

Hallo Attila, ein wichtiges Update: Ich weiß das genaue Datum leider nicht mehr aus dem Kopf, aber ich habe definitiv Wochen oder Monate vor meiner E-Mail im Live-Chat ausdrücklich geschrieben, dass ich spielsüchtig bin und den Selbstausschluss brauche. Bitte fordern Sie das Casino auf, die vollständigen, internen Chat-Protokolle (Chat Logs) seit Kontoeröffnung vorzulegen. Dort ist die Suchtmeldung mit Zeitstempel gespeichert.

Hello Attila,

I would like to give an important update on my case to facilitate the accurate calculation of damages:

Last payout: My very last winnings payout was on February 9th via Skrill. Since that day, there have been no further winnings or payouts to my account. Everything is fully verifiable through my Skrill and bank statements.

Pure loss phase: After February 9th, I deposited thousands of euros exclusively into the casino and lost them all.

Live chat logs: Unfortunately, I no longer remember the exact date I first used the word "gambling addiction" in the live chat (it was probably in March). Since the casino is ignoring my private requests, I am hereby requesting, through DudeSpin, that you provide the complete internal chat logs from February onwards.

Once these records are available, the exact second my addiction report was timestamped will be proven. From that moment on, I demand a 100% refund of all deposits made.

Best regards

Hallo Attila,

ich möchte ein wichtiges Update zu meinem Fall geben, um die genaue Schadensberechnung zu erleichtern:

Letzte Auszahlung: Meine allerletzte Gewinnauszahlung fand am 9. Februar über Skrill statt. Seit diesem Tag gab es keinerlei Gewinne oder Auszahlungen mehr auf mein Konto. Alles ist über meine Skrill- und Bankbelege lückenlos nachweisbar.

Reine Verlustphase: Nach dem 9. Februar habe ich ausschließlich Tausende von Euro in das Casino eingezahlt und komplett verloren.

Live-Chat-Protokolle: Ich weiß leider nicht mehr das exakte Datum, an dem ich das Wort „Spielsucht" zum ersten Mal im Live-Chat benutzt habe (es war schätzungsweise im März). Da das Casino meine privaten Anfragen ignoriert, fordere ich DudeSpin hiermit über Sie auf, die vollständigen internen Chat-Protokolle (Chat Logs) ab Februar vorzulegen.

Sobald diese Protokolle vorliegen, ist die Sekunde meiner Suchtmeldung mit Zeitstempel bewiesen. Ab diesem Moment fordere ich die 100-prozentige Rückerstattung aller getätigten Einzahlungen.

Beste Grüße

Dear Sikijackson61,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

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."

Please send another email to support@dudespin.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

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,

Attila

Hello Attila,

Thank you so much for your message. Following your advice, I just sent the official email with the addiction text to the casino and contacted you at attila.g@casino.guru CC'd so that my account will be permanently blocked immediately.

Regarding past losses: In April and May alone, I deposited €3,368 from my Revolut account and lost it all. Since I don't have screenshots of the live chats, please request the internal chat logs from DudeSpin starting in February. My confession of addiction, along with the exact timestamp, is stored there.

Best regards

Hallo Attila,

vielen Dank für deine Nachricht. Ich habe deinem Rat folgend soeben die offizielle E-Mail mit dem Sucht-Text an das Casino geschickt und dich unter attila.g@casino.guru in CC gesetzt, damit mein Konto per sofort dauerhaft gesperrt wird .

Bezüglich der vergangenen Verluste: Ich habe im April und Mai allein 3.368 € von meinem Revolut-Kontoeingezahlt und komplett verloren. Da ich keine Screenshots von den Live-Chats besitze, bitte ich dich, die internen Chat-Logs von DudeSpin ab Februar anzufordern . Dort ist mein Suchtgeständnis mit dem genauen Zeitstempel gespeichert .

Beste Grüße

Dear Sikijackson61, thank you for the update. Has the casino acknowledged the self-exclusion request? Alternatively, do you still have access to your account?

Hello Attila,

Thank you for your message. No, the casino has completely ignored my self-exclusion request to this day and has not sent me any confirmation.

I still have full access to my account. What's particularly outrageous is that when I log in, a window immediately pops up asking me to agree to new terms and conditions, instead of my account being blocked. Of course, I closed the window immediately and didn't accept anything.

Despite my clear disclosure of my severe gambling addiction on Monday (which you were CC'd on), the casino is simply leaving my account open and is even trying to get me to accept new terms and conditions. Please confront the casino directly about this serious breach of player protection and simultaneously request the chat logs from February onwards to document my losses.

Best regards

Hallo Attila,

vielen Dank für deine Nachricht. Nein, das Casino hat meinen Antrag auf Selbstausschluss bis heute komplett ignoriert und mir keine Bestätigung geschickt .

Ich habe immer noch vollen Zugriff auf mein Konto. Besonders dreist: Wenn ich mich einlogge, ploppt sofort ein Fenster auf, das mich auffordert, neuen AGB zuzustimmen, anstatt dass mein Konto gesperrt ist. Ich habe das Fenster natürlich sofort geschlossen und nichts akzeptiert.

Das Casino lässt mein Konto trotz meiner glasklaren Meldung über meine schwere Spielsucht am Montag (bei der du in CC warst) einfach offen und versucht sogar, mich neue Bedingungen akzeptieren zu lassen . Bitte konfrontiere das Casino nun direkt mit diesem schweren Verstoß gegen den Spielerschutz und fordere gleichzeitig die ab Februar -Chatprotokolle an, um meine Verluste aufzurollen .

Beste Grüße

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, Kubo (jakub.m@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,

Attila