The player from Germany requested account closure and self-exclusion on 02.02.2026, but the casino did not process this request, allowing further deposits and resulting in losses of 480 €. They are seeking advice on filing a formal complaint and being reimbursed for these losses.
Need for Slots Casino - Player’s account remains active despite closure request.
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Need for Slots Casino
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17 hours ago
Hello Casino Guru Team,
I am seeking your advice regarding a problem with the online casino theneedforslot.com.
On 02.02.2026, I requested a Kündigung / account closure / self-exclusion.
Despite this request, my account remained active. I was able to make several deposits and incurred losses on 05.02.2026, totaling 480 €.
I also have an OASIS self-exclusion, officially blocking me from all gambling in Germany.
I contacted the casino via live chat and email, but they only told me that my case is being processed.
The casino is not clearly licensed under EU/German regulations, and I want to know the best way to file a formal complaint and request reimbursement for the losses that occurred after my account closure request.
I can provide all supporting documents, including deposit statements, OASIS confirmation, and chat/email records.
Could you please advise me on the next steps and how to escalate this to the proper authority?
Thank you very much for your assistance.
Best regards,
AS
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1 hour ago
Important notice:
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1 hour ago
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.
- Have you tried activating self-exclusion directly in your player profile as suggested by the live chat agent?
- Have you contacted customer support via email to request self-exclusion?
- Is your account still open, or was it closed by the casino? If it's closed, kindly specify the exact date the casino closed 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
