Dudespin Casino - Spieler beantragt Unterstützung bei der Rückerstattung und Kontoschließung.

Dear Casino Guru Team,

I am contacting you because I need assistance in reclaiming my deposits from the online casino DudeSpin.

This month I made more than ten separate deposits totaling approximately €1,200.00 into my player account. The payments were made from my bank account to the recipients "TrueNorth Payments Corp." and "Ou Thalina Limited".

A key reason for my request is that I've realized I've developed a problematic gambling pattern and found myself in a situation where I've lost control of my deposits. I've since decided to stop gambling and have my account closed.

After looking into the provider more closely, I discovered that, to my knowledge, the casino does not have a valid license to offer online gambling in Germany. Furthermore, I attempted to close my account and obtain a refund of my deposits, but my request was rejected by support.

I have contacted the casino several times and requested a full refund of my deposits and the closure of my account. So far, I have not received a refund.

Therefore, I politely request your support and mediation in this case, in order to:

to check the refund of my deposits

to have my account permanently closed

to reach a fair solution between myself and the casino

I am prepared to provide all necessary information, bank statements, or proof of communication.

Thank you in advance for your help and support.

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie, da ich Unterstützung bei der Rückforderung meiner Einzahlungen von dem Online-Casino DudeSpin benötige.

Ich habe in diesem Monat mehr als zehn einzelne Einzahlungen mit einem Gesamtbetrag von ca. 1.200,00 EUR auf mein Spielerkonto vorgenommen. Die Zahlungen erfolgten über mein Bankkonto an die Zahlungsempfänger „TrueNorth Payments Corp." sowie „Ou Thalina Limited".

Ein wesentlicher Grund für meine Anfrage ist, dass ich erkannt habe, dass ich ein problematisches Spielverhalten entwickelt habe und mich in einer Situation befand, in der ich die Kontrolle über meine Einzahlungen verloren habe. Ich habe inzwischen entschieden, mein Spielverhalten zu beenden und mein Konto schließen zu lassen.

Nachdem ich mich näher mit dem Anbieter beschäftigt habe, habe ich festgestellt, dass das Casino nach meiner Kenntnis über keine gültige Lizenz für das Angebot von Online-Glücksspiel in Deutschland verfügt. Zudem habe ich versucht, mein Konto zu schließen und eine Rückerstattung meiner Einzahlungen zu erhalten, jedoch wurde meine Anfrage vom Support abgelehnt.

Ich habe das Casino bereits mehrfach kontaktiert und um die vollständige Rückzahlung meiner Einzahlungen sowie die Schließung meines Kontos gebeten. Bisher wurde mir keine Rückerstattung gewährt.

Daher bitte ich Sie höflich um Unterstützung und Vermittlung in diesem Fall, um:

die Rückerstattung meiner Einzahlungen zu prüfen

mein Konto dauerhaft schließen zu lassen

eine faire Lösung zwischen mir und dem Casino zu erreichen

Ich bin bereit, alle erforderlichen Informationen, Kontoauszüge oder Kommunikationsnachweise zur Verfügung zu stellen.

Vielen Dank im Voraus für Ihre Hilfe und Unterstützung.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dudespin Casino. We are unfortunately unable to support you with a refund request for funds that were lost on gambling, with the justification that the casino doesn't operate with a particular license.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)

If your account is currently not blocked, as the next step, I recommend you send a self-exclusion request to the casino's support at support@dudespin.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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."

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,

Tomas

Thank you very much for your feedback and your support in my case.

I will gladly answer your questions:

I currently no longer have access to my account.

My last deposit at the casino was made last month.

I have already unsubscribed from receiving marketing communications (newsletters/advertisements).

Although I have not previously disclosed my gambling addiction, I was demonstrably in a phase of highly problematic gambling behavior and loss of control.

I would like to emphasize that I made numerous deposits within a short period of time, and my behavior clearly indicated a gambling addiction or loss of control. In my opinion, the casino should have recognized this behavior and taken appropriate protective measures, such as restricting further deposits or blocking the account.

Instead, deposits continued to be accepted even though my behavior was clearly problematic. Therefore, I believe the casino shares responsibility for the resulting financial damage.

Furthermore, I have determined that, to my knowledge, the casino does not possess the required license to offer online gambling in Germany. This fact, in my view, further increases the provider's responsibility and justifies my demand for a refund.

For the reasons stated above, I continue to demand a full refund of my deposits and request your assistance in reviewing and mediating this case.

Of course, I am prepared to provide all necessary documents, bank statements, or proof of communication.

Thank you for your continued support.

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung in meinem Fall.

Gerne beantworte ich Ihre Fragen:

Ich habe derzeit keinen Zugriff mehr auf mein Konto.

Meine letzte Einzahlung im Casino erfolgte im vergangenen Monat.

Ich habe mich bereits vom Erhalt von Marketingmitteilungen (Newsletter/Anzeigen) abgemeldet.

Eine frühere ausdrückliche Mitteilung über meine Spielsucht liegt zwar nicht vor, jedoch befand ich mich nachweislich in einer Phase mit stark problematischem Spielverhalten und Kontrollverlust.

Ich möchte ausdrücklich betonen, dass ich innerhalb kurzer Zeit zahlreiche Einzahlungen vorgenommen habe und mein Verhalten eindeutig auf eine Spielsucht bzw. einen Kontrollverlust hingewiesen hat. Aus meiner Sicht hätte das Casino dieses Verhalten erkennen und geeignete Schutzmaßnahmen ergreifen müssen, beispielsweise durch Einschränkung weiterer Einzahlungen oder eine Sperrung des Kontos.

Stattdessen wurden weiterhin Einzahlungen akzeptiert, obwohl mein Verhalten klar problematisch war. Daher sehe ich eine Mitverantwortung des Casinos für den entstandenen finanziellen Schaden.

Darüber hinaus habe ich festgestellt, dass das Casino nach meiner Kenntnis nicht über die erforderliche Lizenz für das Angebot von Online-Glücksspiel in Deutschland verfügt. Auch dieser Umstand verstärkt aus meiner Sicht die Verantwortung des Anbieters und begründet meine Forderung nach einer Rückerstattung.

Aus den genannten Gründen fordere ich weiterhin die vollständige Rückerstattung meiner Einzahlungen und bitte um Ihre Unterstützung bei der Prüfung und Vermittlung in diesem Fall.

Selbstverständlich bin ich bereit, alle erforderlichen Unterlagen, Kontoauszüge oder Kommunikationsnachweise zur Verfügung zu stellen.

Vielen Dank für Ihre weitere Unterstützung.

Thanks for sharing your point of view.

As discussed earlier, we don't pursue refund requests in cases where the casino lacks a particular license. We believe the online casino should offer a self-exclusion mechanism to players suffering from gambling issues, regardless of its license status. If you consider yourself a vulnerable individual, disclosure of these issues when requesting a self-exclusion is a crucial step. We can only pursue a refund request if we can conclude that you informed the casino of your issues and the casino failed to protect you. Without similar evidence, we don't consider monitoring of your gambling activity as a mandatory player protection feature, and therefore, we won't be able to ask the casino for a refund based on this behavioral change. Since you confirmed the casino has already closed your account, there is little we can do.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.