Dudespin Casino - Ein Spieler beantragt eine Rückerstattung, nachdem sein Konto unsachgemäß verwaltet wurde.

On April 24, 2026, I informed support that I am addicted to gambling and requested that my account be restricted or blocked accordingly.

Additionally, I am banned via the German OASIS player ban system.

Nevertheless, I was able to continue making deposits on April 25th and 26th. In total, I deposited €295 during this period.

To my knowledge, the casino should not have allowed any further deposits after my notification and due to the existing OASIS block. This constitutes a clear violation of player protection measures.

I contacted support, but I was only referred to an email address and have not received a solution yet.

I demand a refund of the €295 that were paid in after I reported my gambling addiction.

I request Casino Guru's assistance in resolving this case.

Ich habe am 24.04.2026 den Support darüber informiert, dass ich spielsüchtig bin und bitte darum, mein Konto entsprechend einzuschränken bzw. zu sperren.

Zusätzlich bin ich über das deutsche OASIS-Spielersperrsystem gesperrt.

Trotzdem war es mir möglich, am 25.04. und 26.04. weiterhin Einzahlungen vorzunehmen. Insgesamt habe ich in diesem Zeitraum 295 € eingezahlt.

Nach meiner Kenntnis hätte das Casino nach meiner Mitteilung sowie aufgrund der bestehenden OASIS-Sperre keine weiteren Einzahlungen zulassen dürfen. Dies stellt einen klaren Verstoß gegen Spielerschutzmaßnahmen dar.

Ich habe den Support kontaktiert, jedoch wurde ich lediglich auf eine E-Mail verwiesen und habe bisher keine Lösung erhalten.

Ich fordere die Rückerstattung der 295 €, die nach meiner Spielsuchtmeldung eingezahlt wurden.

Ich bitte Casino Guru um Unterstützung bei der Klärung dieses Falls.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Based on the screenshot you uploaded with your complaint, it appears that you requested self-exclusion via live chat but were informed that such requests must be handled via email. Did you send a self-exclusion request by email as suggested by the live chat agent? If so, please forward the email you sent, along with any responses from the casino, to veronika.f@casino.guru.
• Are you still able to access your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika