I am a German resident officially self-excluded under national law (OASIS).

Despite my self-exclusion, 24Slots allowed me to register, verify, deposit and gamble as a VIP customer.

Between May and June 2025, I lost 245 EUR.

The platform failed to check my self-exclusion status.

I request full refund of 245 EUR and permanent account closure.

Complaints have been submitted directly to 24Slots and Cura?ao.

I request Casino Guru’s assistance.

Thank you.

Dear Crs13,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you're facing.

Please note that 24Slots Casino does not operate under a license issued by Germany and therefore does not have access to the OASIS self-exclusion register. This means the casino would not be automatically aware of any self-exclusion you may have initiated through OASIS unless you informed them directly.

Unfortunately, unless you explicitly informed the casino about your gambling addiction and requested self-exclusion or account closure, we are unable to assist with recovering the deposits you've lost. However, we are still able to help ensure your account is closed to prevent further losses.

Let me ask:

Have you informed the casino about your gambling addiction and requested to be self-excluded?

If so, please forward us the email you sent to the casino along with their response to [email protected] so we can review the communication and determine if we can assist further.

Thank you, and I look forward to your reply.

Best regards,

Veronika

www.kpvfaw.com Team

Thank you for your email.

Regrettably, since you did not self-exclude from 24Slots Casino directly, we are unable to assist you with the refund of your lost deposits. As I already mentioned, this casino does not have access to the OASIS register of self-excluded persons.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings 24slots Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period." 

If your account is still open, please fill out the template I gave you, email it to 24slots Casino, and keep me informed about any further developments. Thank you in advance. 

Dear Crs13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.