Dudespin Casino - La violación de la cuenta del jugador da lugar a una solicitud de reembolso.

I am filing a complaint against Dudespin Casino for a serious breach of Responsible Gaming protocols and misleading a vulnerable player.

General Information:

I am currently self-excluded due to gambling problems at MyEmpire and Malina Casino (both sister/partner brands of Dudespin). On February 16th, before my recent losses, I contacted Dudespin customer service by email to inform them of my self-exclusion from these partner brands. I specifically asked if I could play at Dudespin despite my active self-exclusions from partner casinos (which are related to my gambling addiction).

Violation:

Instead of immediately blocking my account in accordance with my "duty of care" and licensing requirements, Dudespin customer service gave me the green light, confirming I was allowed to play. Based on this misleading information, I deposited and lost PLN 4,500 within minutes. Casino Response:

When I requested a refund of these deposits, the casino refused, citing Section 4.1 of the Terms and Conditions (claiming that I guarantee my freedom from addiction) and Section 6.6.2 (no refunds for funds played). This is unacceptable, as the casino was clearly informed of my addiction on February 16th. They deliberately ignored my declaration in order to profit from my deposits.

Evidence:

I have full email logs from February 16th, which prove that the casino was aware of my self-exclusion from partner sites and continued to encourage me to play.

Expected Outcome:

I demand a full refund of all deposits made after February 16th, totaling PLN 4,500, as these funds were accepted in direct violation of the casino's licensing obligations regarding player protection.

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Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have reviewed the casino's responsible gaming policy, and this is what I found: 

Self-exclusion request: You can contact the Support Service Team via e-mail at

support@dudespin.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Dudespin Casino? 

I look forward to your reply. 

Best regards, 

Attila

Dear Mediator,

Thank you for your analysis. I'd like to clarify a key fact that makes the "no liability for other accounts" rule inapplicable here:

I informed the casino directly: on February 16, I sent an email to Dudespin support, in which I asked directly if I could play with them, at the same time informing them about my active self-exclusions at partner casinos (MyEmpire and Malina), which clearly confirms my gambling problems.

I received the "Green Light": The Dudespin support employee, having full knowledge of my exclusion from partners and gambling problem, replied that I could play with them.

Duty of Care Violation: According to the licensor's standards (MGA/CUR), if a player directly informs the operator of a gaming control issue or exclusion from the same group, the casino is obligated to refuse service. Dudespin did the opposite – it encouraged me to deposit.

License verification error: Additionally, the casino provides false information about the MGA license on the website (I checked the MGA register - no entry), which affected my assessment of the website's credibility.

I have a full email transcript from February 16th confirming this conversation. In light of this communication, the "player's sole responsibility" policy is ineffective because the operator deliberately ignored my warning in order to profit from my deposits.

Please continue mediation based on a gross violation of Responsible Gaming rules after the player has reported the issue directly

Szanowny Mediatorze,

Dziękuję za analizę. Chciałabym doprecyzować kluczowy fakt, który sprawia, że punkt regulaminu o „braku odpowiedzialności za inne konta" nie ma tu zastosowania:

Poinformowałam kasyno bezpośrednio: 16 lutego wysłałam maila do supportu Dudespin, w którym wprost zapytałam, czy mogę u nich grać, informując jednocześnie o moich aktywnych samowykluczeniach w kasynach partnerskich (MyEmpire i Malina) co ewidentnie potwierdza moje problemy z hazadrem.

Otrzymałam "Zielone Światło": Pracownik supportu Dudespin, mając pełną wiedzę o moim wykluczeniu u partnerów i problemie z hazardem, odpowiedział mi, że mogę u nich grać.

Naruszenie "Duty of Care": Zgodnie ze standardami licencjodawcy (MGA/CUR), jeśli gracz wprost deklaruje operatorowi problem z kontrolą gry lub wykluczenie w tej samej grupie, kasyno ma obowiązek odmówić świadczenia usług. Dudespin zrobiło coś przeciwnego – zachęciło mnie do wpłat.

Błąd weryfikacji licencji: Dodatkowo, kasyno podaje na stronie fałszywą informację o licencji MGA (sprawdziłam w rejestrze MGA – brak wpisu), co wpłynęło na moją ocenę wiarygodności serwisu.

Posiadam pełny zapis mailowy z 16 lutego potwierdzający tę rozmowę. W świetle tej komunikacji, regulamin o "wyłącznej odpowiedzialności gracza" jest bezskuteczny, ponieważ operator świadomie zignorował moje ostrzeżenie, by czerpać zyski z moich wpłat.

Proszę o kontynuowanie mediacji w oparciu o rażące naruszenie zasad Odpowiedzialnej Gry po bezpośrednim zgłoszeniu problemu przez gracza

Additionally, I'd like to inform you that immediately after I submitted an official complaint to the casino requesting a refund, Dudespin closed my account. This is a clear attempt to prevent me from accessing my transaction history and chat records, which, in my opinion, confirms the casino's bad faith and an attempt to cover up their negligence regarding Responsible Gaming.

Dodatkowo chciałabym poinformować, że natychmiast po wysłaniu przeze mnie oficjalnej reklamacji do kasyna z żądaniem zwrotu środków, Dudespin zamknęło moje konto. Jest to ewidentna próba uniemożliwienia mi dostępu do historii transakcji oraz zapisu rozmów, co w mojej ocenie potwierdza działanie kasyna w złej wierze i próbę zatarcia śladów ich zaniedbań w zakresie Odpowiedzialnej Gry

I would like to inform you that I have filed a formal complaint with the Malta Gaming Authority (MGA) regarding Dudespin's breach of Responsible Gaming regulations and the use of false license information. I have already received an acknowledgment of receipt from the MGA.

Additionally, one of the payment intermediaries (Digitalcraft) has acknowledged the validity of my claims and has already refunded some of the funds (PLN 900). I am now awaiting the response of the other intermediaries (Ari10 and Primex Payments) and the MGA's position. In light of these facts, I consider the casino's closure of my account an attempt to avoid liability to the regulator.

Chciałabym poinformować, że złożyłam oficjalną skargę do Malta Gaming Authority (MGA) dotyczącą naruszenia zasad Odpowiedzialnej Gry oraz posługiwania się przez Dudespin fałszywą informacją o licencji. Otrzymałam już potwierdzenie wpłynięcia skargi od MGA.

Dodatkowo, jeden z pośredników płatności (Digitalcraft) uznał zasadność moich roszczeń i dokonał już zwrotu części środków (900 PLN). Oczekuję teraz na reakcję pozostałych pośredników (Ari10 i Primex Payments) oraz na stanowisko MGA. W świetle tych faktów, zamknięcie mojego konta przez kasyno uważam za próbę uniknięcia odpowiedzialności przed regulatorem.

MGA has officially confirmed (Ref. [Redacted]) that Dudespin is NOT licensed and is using the MGA brand fraudulently. This is no longer a gambling dispute, but a criminal fraud case. I expect a full refund of the remaining 3,600 PLN immediately

Dear Player,

Thank you for your response. Could you please forward the email in which you informed Dudespin Casino of your gambling problems? Additionally, could you please confirm the date when your account was closed by the casino?

Thank you in advance for your cooperation.

On February 16, 2026, I informed Dudespin that I had been self-excluded from partner casinos (Malina and MyEmpire) and asked if I could play. Despite knowing about my self-exclusion from the affiliated casinos, they allowed me to play and deposit on February 20, 2026. The account was closed on February 21, 2026, after a formal complaint was sent to them.

Dear CasinoGuru Team,

Thank you for considering my case.

I would like to clarify the entire story and provide additional context.

• On February 16, 2026, I informed Dudespin that I had been self-excluded from Malina and MyEmpire casinos and asked if I could play, as I understood they were partner brands.

• On February 18, 2026, Dudespin clearly confirmed that self-exclusion from other companies had no impact on my account and that my account would remain active, and I would be free to use their services.

• On February 20, 2026, within two days of this confirmation, I deposited a total of PLN 4,500 in just a few minutes.

At no time did the operator:

conduct any responsible gaming assessment,

suggest protective measures,

apply temporary limits,

or escalate the matter to the responsible gaming team. My account was closed only after I filed a formal complaint and requested a refund, which was later denied.

In my opinion, the operator was fully aware of the active self-exclusion at affiliated casinos and continued to clearly encourage unrestricted gaming. Deposits were accepted shortly thereafter without any protective measures.

I kindly request your assessment of whether this constitutes a violation of Responsible Gaming principles.

Furthermore, I would like clarification on whether the issue of an operator presenting an MGA license that is not listed in the official register is considered in your review.

I would also like to clarify that I did not request account closure in my complaint. The account was closed only after I requested a refund, suggesting it was an ad hoc action rather than a preventative intervention within the framework of responsible gaming.

Thank you for your reply, Klaudek22. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Please note that the terms and conditions do not state anywhere that self-exclusion at one sister casino automatically applies to all casinos within the same group. Therefore, even though the two casinos are affiliated, a separate self-exclusion request must be submitted for each operator. Based on the information available, we have not received evidence that you requested self-exclusion directly from Dudespin Casino prior to creating your account and playing there. Without a direct self-exclusion request addressed to Dudespin Casino, we are unfortunately unable to hold the casino responsible or request a refund on your behalf.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Furthermore, I have thoroughly investigated the official website of Dudespin Casino and was unable to locate any references to an MGA license. I kindly encourage you to always consult the casino's official website for the most accurate and important information, as older domains may not provide reliable or up-to-date details.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila