The player from Germany had requested account closure and self-exclusion on 02.02.2026, but the casino had not processed this request, allowing further deposits and resulting in losses of 480 €. They had sought advice on filing a formal complaint and being reimbursed for these losses. The player had not cited gambling addiction as the reason for closure, and the casino had implemented only a 24-hour self-exclusion followed by responsible gambling tools like limits. After reviewing the case, we had concluded that since the closure request was not based on gambling addiction, the casino was not obligated to enforce a permanent block or reimburse losses. Therefore, the complaint was rejected due to lack of grounds for refund under responsible gambling policies.
Need for Slots Casino - Player’s account remains active despite closure request.
Unjustified complaint
Amount: €480
Need for Slots Casino
Safety Index:HighCase summary
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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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
Translation
At no point was I offered the option of submitting a formal request to support. Instead, I received only instructions on how to self-exclude.
I have repeatedly and explicitly requested the deletion of my personal data and the permanent closure of my account. Following instructions from a live agent, I self-excluded. However, my profile was active again after 24 hours. You took no appropriate action during this time.
The live agent informed me that I would receive instructions from support regarding account closure. However, I never received these instructions.
The pop-up message telling me to contact support came from a chatbot. I deliberately asked a live agent for specific information on deactivation and permanent account closure because I wanted to ensure my request was understood correctly and that the account would actually be completely closed.
Yesterday I contacted them again, explained the situation, and my account was finally closed directly by a live agent in the chat.
I will send you parts of the chat history, as I was unfortunately unable to save the entire history. I will also send you relevant screenshots.
The name of the live agent is visible in the chat history (Marila). Although I repeatedly told her that I wanted to close my account and did not want to receive any bonuses, I was still offered another bonus, apparently with the aim of persuading me to stay. I explicitly declined this offer.
Best regards
Antoniya S.
TranslationAfter clearly expressing my wish to have my account closed, this happened in the live chat, after I had indicated that I would contact you for support and after already incurring significant losses three days after my initial request to close the account.
This shows that the casino ignored my request at an earlier stage and did not help me immediately, even though it would have been possible.
Thank you for the screenshots. Have you mentioned a reason for your account closure request in any of your conversations with customer support? In the screenshots you have sent me so far, there is no reason mentioned.
Also, could you kindly specify the exact date your casino account was closed?
TranslationHello, I stated the reason because it was clearly mentioned that one of the reasons is the delay in paying out the winnings, which is also evident from the screenshots!
TranslationHello,
I contacted the casino regarding my claim for compensation of losses dated February 5, 2026, and since I have not received a response from them to date, I will send you the chat correspondence. I would also like to point out that I did not receive an email from them with instructions, and I did not request a 24-hour self-exclusion, but rather the closure of my account.
TranslationHello, in conclusion I would like to state the following:
I clearly and unambiguously requested the account closure and rejected bonus offers in advance.
I was offered bonuses totaling €25 – which I declined.
In accordance with the procedure and instructions for self-exclusion, I received one for 24 hours.
The casino did not send me an email with instructions afterwards.
As can be seen from the screenshots, the agent himself confirms that the players will have access to their account again after this period (24 hours).
Setting a limit, as indicated by the live agent, was not mentioned as an instruction.
Setting a limit does not constitute termination, and there is still the possibility that users will play, which does not correspond to the account closure I requested.
On February 5, 2026, I requested a refund of my losses from the casino via email. The administrator's conclusion was communicated to me in the live chat, but I have not received a reply via email.
The live agent closed my account via chat on February 5, 2026, and I was "kicked out" of the system. Considering this, and the fact that I received the response in the live chat that I should have received from support via email, my claims that the casino is not adhering to the account closure procedure I requested are fully justified.
I have repeatedly requested the chat history and a copy of the email with instructions that the live agent claims to have sent me, but I have received no assistance. The reason is that I never received such an email from them.
Furthermore, I requested a cancellation, and instead I was offered a period with restrictions and a limit, as mentioned by the live agent, which again confirms that the casino is NOT cooperating and is deliberately hindering account closure, as the instructions are unclear and do not meet the customer's requirements.
Thank you for the screenshots and for providing additional details regarding your case.
Could you please clarify whether you explicitly mentioned gambling addiction or gambling-related harm as the reason for requesting the closure of your account?
Please note that when requesting a refund of lost deposits on the basis of a failed self-exclusion, we must have clear evidence that the player informed the casino about suffering from gambling addiction and requested account closure on that basis, and that the casino failed to implement this request.
Thank you for your clarification.
TranslationThank you for your feedback.
I would like to clarify that I did not cite gambling addiction or gambling-related damages as the reason for the account closure. My request to close the account was explicitly and independently of any gambling addiction and aimed to permanently terminate access to my account.
The casino did not comply with my request: instead of a complete account closure, only a 24-hour self-exclusion was implemented, and later I was offered a limit for deposits/bets, which allowed me to continue accessing my account.
The requested refund of deposits relates to losses incurred during the period when my account should have been closed according to my original request. I have clearly documented the incident (screenshots, chat logs).
I would also like to emphasize that my account is verified (with ID verification) and that the casino admitted and verified me despite the self-exclusion document, thereby failing in its responsibility to monitor and enforce the exclusion measures.
This shows that the losses incurred during the period when my account should have been closed are clearly attributable to the casino's misconduct.
On February 5th, during my second attempt to close the account, I sent a copy of the blocking document before the live chat immediately closed my account, demonstrating that it would have been technically possible to implement my original request.
I therefore request that the case be reviewed and the refund of the deposits be approved on this basis, as the failure to implement my original request has resulted in my financial loss.
Hello AS_893,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationThank you for the information. I wish Veronika a wonderful holiday.
Dear AS_893,
Thank you for providing all the additional information and screenshots.
After carefully reviewing the details of your case, we unfortunately cannot proceed with the complaint.
In your communication with the casino, you requested account closure, but you did not state that the request was related to gambling addiction or loss of control over gambling. Based on the materials provided, the casino implemented a temporary self-exclusion period and suggested additional responsible gambling tools, such as limits, which are standard measures in situations where addiction is not explicitly mentioned.
Because the request was not made on the basis of gambling addiction, the casino was not obligated under responsible gambling policies to immediately enforce a permanent block that would justify reimbursement of losses.
Regarding the OASIS exclusion, please note that this system applies to operators licensed and regulated in Germany. Casinos operating outside that regulatory framework are generally not technically connected to the OASIS system, meaning they cannot automatically verify or enforce such exclusions.
For these reasons, we are unable to request a refund of the losses from the casino.
We will now proceed to reject 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 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.
Best regards
Veronika
