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The player from Germany requested a refund of approximately €1850 due to the casino's failure to process his self-exclusion request within the specified 24-hour period, which led him to make further deposits. Despite submitting his closure request and receiving confirmation, he was still able to log into his account and deposit, violating the casino's terms. He sought a refund for deposits made after September 24, 2025. The issue was resolved as the Complaints Team concluded that a refund could not be provided since the player did not explicitly state gambling addiction as the reason for the account closure request. Consequently, no further assistance was available regarding the refund.