DelOro Casino - El jugador busca el cierre permanente de su cuenta.

Hello,

Please help me permanently close my account at Del Oro Casino.

They keep allowing me to reopen my account, even though I've told them that I am addicted and that my account should be closed.

Hallo,

bitte helfen sie mir mein konto bei del oro casino für immer zu sperren.

Die lassen mich immer wieder mein konto öffnen, obwohl ich denen schreibe das ich süchtig bin und mein konto geschlossen werden soll.

Dear alpsko,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DelOro Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide a rough timeline of events?
• When was the first time you asked to be self-excluded due to gambling problems? Did you make sure to inform the casino about your gambling problems?
• When was your account closed and reopened?
• Did the casino allow you to make deposits you wish to be refunded?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Unfortunately, I haven't had any email communication with Deloro Casino. Only via live chat, and unfortunately I didn't take any screenshots there either. I did write to them live that they should close my account forever because I'm extremely addicted to gambling. Then they blocked it. A few days later, I wrote to the live chat to open my account, they sent me a PDF that I had to sign, and then they opened it. The same thing happened here, they knew I was addicted to gambling and that I would deposit again. But without email communication or anything else, I don't think anything can be done about getting my money back?

That's why I'm asking you to at least help me close my Deloro account forever. Because if I were to write to them again now, they would open my account IMMEDIATELY.

Thanks.

Hallo Tomas,

leider habe ich mit dem Deloro casino kein E-Mail verkehr gehabt. Nur über Live chat und da habe ich leider auch keine Screenshots gemacht. Ich hatte denen aber live geschrieben das sie mein konto für immer schließen sollen, weil ich extrem glücksspielsüchtig bin. Dann hatten die es gesperrt. Paar tage später habe ich dem live caht geschrieben mein konto zu öffnen, die haben mir eine pdf geschickt wo ich unterschreiben sollte, und dann haben die es geöffnet. Hier das gleiche spiel, die wussten ich bin spielsüchtig und das ich wieder einzahlen werde. Aber ohne Email verkehr und sonst was denke ich mal das hier nichts gemacht werden kann bezüglich der erstattung meines geldes ?

Deshalb bitte ich Sie mir zumindest einfach dabei zu helfen mein konto bei Deloro für immer zu schließen. Den wenn ich denen jetzt noch mal schreiben würde, würden die DIREKT mein konto öffnen.

Danke.

Please close the complaint here. It has been resolved

Bitte die beschwerde hier schließen. Hat sich geklärt

Update: No, please don't close the complaint. I tested earlier to see if they would let me open again, and yes, they want to unblock me again after 1 week. Please casino guru, help me!

Update: Nein bitte nicht beschwerde schließen. Ich habe vorhin getestet ob die mich wieder öffnen lassen, und ja, die wollen mich nach 1 woche wieder entsperren. Bitte casino guru, helft mir !

If you interacted with the casino afterward, have you saved any communication you might share?

Post screenshots here or send the information to my email at tomas@casino.guru

Unfortunately, I didn't take any screenshots of anything here. I usually do that, but I didn't do that here with Del Oro. The messages always took place in live chat, not via email. They always gave me a PDF document that I had to sign, and then immediately reopened the account, after a minute. Unfortunately, I have no proof of that.

Leider habe ich hier keine Screenshots von irgendetwas gemacht. Normalerweise mache ich das immer, hier aber bei Del Oro habe ich das nicht. Die nachrichten haben immer im Live chat stattgefunden, und nicht via E-Mail. Die haben mir immer so ein pdf dokument gegeben was ich unterschreiben sollte, und haben danach sofort das konto wieder eröffnet, also nach einer minute. Leider habe ich da aber keine beweise.

Dear Alpsko,

Your account has been closed for quite some time and it will never be reopened. Wishing you all the best!

Kind regards,

Del Oro Casino

Thanks to both parties for the reply.

Dear alpsko,

May we consider the issue resolved?

Dear alpsko,

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.

Hello Thomas,

I actually just found the two documents that they gave me to sign. I was also able to log into the account today and take screenshots of the chat history, unbelievable! You can see the date and how I wrote BEFORE that I wanted to close my account forever because of my addiction. They let me deposit money, but after I requested that the account be closed, I'm demanding the money I deposited back!

Only now can the process really start, please do not close it. Where can I send you the evidence?

Could you please give a rough timetable of the events? -> 14 May to 1 July

When did you first ask to be excluded from the casino because of gambling problems? Did you make sure to inform the casino about your gambling problems?

On May 14th I wrote that they should close my account forever because of my gambling addiction.

When was your account closed and reopened? I applied on May 14th, then it was immediately closed and on June 7th I wrote that they should open it and then it was immediately reopened. And then there was another day, on June 21st, when I asked for it to be opened and then they immediately reopened my account.

Did the casino allow you to make deposits that you would like to have refunded? Yes, €2990. Counting from the date I first wrote to them to close my account forever because of my addiction. That means I would like the €2990 refunded. They deliberately took advantage of my addiction and made me deposit.

I have proof, I also have screenshots of my Jeton Wallet, where you can see the date and time with the deposited amount, with the Deloro Casino.

Hallo Tomas,

ich habe tatsächlich eben die 2 Dokumente gefunden wo die mir das zum unterschreiben gegeben haben. Und zudem konnte ich mich heute anmelden in dem Account und Screenshots vom Chatverlauf machen, unglaublich !!! Da sieht man auch das Datum und wie ich DAVOR geschrieben habe mein Konto für immer zu schließen wegen sucht. Die haben mich einzahlen lassen, ich verlange das eingezahlte geld nach meiner anfrage zur kontoschließung, zurück!

Jetzt erst kann der prozess richtig starten, bitte nicht schließen. Wo kann ich euch die beweise schicken ?

Könnten Sie bitte einen groben Zeitplan der Ereignisse angeben? -> 14 mai bis 1 Juli

Wann haben Sie zum ersten Mal darum gebeten, wegen Glücksspielproblemen vom Casino ausgeschlossen zu werden? Haben Sie das Casino unbedingt über Ihre Glücksspielprobleme informiert?

Am 14 Mai habe ich geschrieben die sollen mein Konto wegen meiner Glücksspielsucht für immer schließen.

Wann wurde Ihr Konto geschlossen und wiedereröffnet? Am 14 Mai habe ich beantragt, daraufhin sofort geschloßen und am 7 Juni geschrieben die sollen es öffnen und daraufhin wurde es sofort wieder geöffnet. Und dann gab es noch ein tag, am 21 Juni, wo ich gebeten hatte es zu öffnen und die daraufhin erneut, sofort mein konto geöffnet haben.

Hat Ihnen das Casino erlaubt, Einzahlungen zu tätigen, die Sie zurückerstattet haben möchten? Ja, 2990€. Gezählt ab dem Datum wo ich das erste mal denen geschrieben habe mein konto wegen sucht für immer zu schließen. Heißt die 2990€ möchte ich zurück erstattet haben. Die haben mit voller absicht meine sucht ausgenutzt und mich einzahlen lassen.

Beweise habe ich, habe auch da screenshots von meinem Jeton Wallet, wo man das Datum und die Uhrzeit mit dem eingezahlenen betrag sieht, mit dem Deloro Casino.

Hello Thomas,

I have just sent you all the evidence via email.

Hallo Tomas,

ich habe dir soeben alle Beweise via E-Mail geschickt.

Thank you very much, alpsko, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear alpsko,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Thank you!

Vielen Dank!

Hello all,

Thank you for bringing this case to our attention. Hope everyone is doing well and had a lovely weekened.

There are some key things to note:

First thing to note is that we did not make anyone deposit and we cannot make someone deposit because it comes from the player. 

Secondly, we put Alpsko on a cooloff period to reopen his account and we also, before opening the account, asked the user many questions relating to responsible gaming and did other things to confirm that he was okay with the reopening of his account. 

He asked for the reopening a few times and in the end we closed his account for good telling him that he was no longer able to reopen the account on July 1st until the cooloff period was over.

Another thing to note is his previous complaints, he is no novice of opening the account, claiming addiction, closing it, reopening it, and then claiming for funds back. 

We asked him multiple times of the reason of closure and he said "to be honest i dont know it anymore, i have so many casino accounts, i just dont remember". 

We confirmed with the user in multiple ways if he was okay to gamble and we also put the user on a cool off period. 

Statements that came to the user as follows: "I take full responsibility of reopening my account" 

We have a very strong legal team in Europe and got them involved in this case as well to proceed further if we can reopen this account. 

There is more we would like to add but we can continue this offline. 

Can you please provide us with a good email to speak with?

Warm regards,

Del Oro Casino 

Hello,

I will answer this. I have only once and JUSTIFY opened a similar complaint with another casino. This is the second time with you and it is completely justified. I ask you, respectfully, you know that I am right. There was no time to think about it. You opened my account immediately after I signed it. And you did it twice. That would be like giving a drug addict a piece of paper and saying sign the document and we will give you your drugs. The addict, in this case me, cannot think rationally because of the addiction. I specifically wrote to you NEVER AGAIN to open my account, but you did it anyway. Because you knew that I was addicted and would deposit again. In every casino, as the gambling code states, after one time "the statement to block the account" is the first and last time. You also continued to send me emails and offers via chat regarding bonuses etc.

My email is: **************

But to be honest, I don't know what your goal is here. What should we clarify privately?

Or what do you say, casino guru?

Hallo,

ich antworte hierzu mal. Ich habe nur ein einziges mal und das ZURECHT eine gleiche beschwerde bei einem anderen casino eröffnet. Das hier bei euch ist die zweite und das auch völlig zurecht. Ich bitte euch, respektvoll, ihr wisst das ich im recht liege. Eine bedenkzeit gab es nicht. Ihr habt mein Konto sofort nach meiner unterschrift, geöffnet. Und das zweimal. Das wäre wie wenn ihr einem drogensüchtigen ein zettel vorliegt und sagt unterschreib das dokument, und wir geben dir dein stoff. Der süchtige, in dem fall ich, kann da nicht rational denken wegen der sucht. Ich habe euch ausdrücklich geschrieben mein konto NIE WIEDER zu öffnen, dennoch habt ihr das gemacht. Weil ihr wusstet das ich süchtig bin und wieder einzahlen werde. In jedem casino, so schreibt es das glücksspielkodex, ist nach einem mal „die aussage das konto zu sperren" das erste und letzte mal. Ausserdem habt ihr mir weiterhin emails und via chat angebote geschickt bezüglich bonuse usw geschickt.

Meine email ist: **************

Aber um ehrlich zu sein weiss ich hierbei nicht was das ziel von euch ist, was sollen wir privat klären?

Oder was sagt ihr dazu, casino guru?

Hello Casino guru, can you please edit my above post and remove my email? I totally forgot that everyone can then see my email.

Hallo Casino guru, könnt ihr bitte mein obrigen beitrag bearbeiten und meine E-Mail da entfernen ? Ich habe total vergessen das jeder dann meine E-Mail sehen kann.

Dear alpsko,

No worries, we evaluate every reply before it is publicly published. I would set it as sensitive so it would not be visible to the public. However, since you reached me before the evaluation, I just hid the address.

By the way, the casino team can see your email address right under all of your messages (only them, not the public).

Dear DelOro Casino team,

thank you for your cooperation. May I kindly ask you to provide me with a chronological explanation, including dates, communication, and questions asked, so I can better understand your entire process?

You can forward it to my email address jozef.k@casino.guru.

I don't see the questions I was asked and the answers I gave as a reason to reopen my account. For me that means that Deloro Casino always opens the account if you answer the questions. So addicts would have their accounts reopened every time. A trap that was set and the account was deliberately opened because you knew I would deposit. And please don't forget, you didn't have time to think about it. I beg you, casino guru, don't let me down here.

Die fragen die mir gestellt wurden, und die darauffolgenden antworten von mir, sehe ich nicht als Grund mein Konto wieder zu eröffnen. Das heisst für mich das, dass Deloro casino immer das konto eröffnet wenn man die fragen beantwortet. Also süchtigen würde hier jedes mal das konto wieder eröffnet werden. Eine falle die gestellt wird und bewusste eröffnung des kontos da ihr wusstet das ich einzahlen werde. Und bitte nicht vergessen, keine bedenkzeit gehabt. Ich bitte euch casino guru, lasst mich hierbei nicht im stich.

Hello all,

Thank you for your patience and hope everyone is having a great start to the week. We have contacted Alpsko and will keep the case updated.

Warm regards,

Del Oro Casino

I'm waiting for your opinion Casino guru. Before I talk to Del Oro about it offline, I would like to hear your opinion. Especially since I see that Del Oro Casino contacts players offline every time there is a complaint and tries to offer them an offer that is far too low.

Ich warte auf Ihre Meinung Casino guru. Bevor ich Offline mit Del Oro darüber spreche, möchte ich Ihre Meinung dazu hören. Zumal sehe ich das, dass Del Oro Casino bei jeder beschwerde die Spieler Offline kontaktiert und versucht diesem ein viel zu niedriges Angebot anbietet.

Dear alpsko,

Can you please forward me the offer you received?

Dear DelOro Casino team,

May I kindly ask you to provide me with a chronological explanation, including dates, communication, and questions asked, so I can better understand your entire process? Be aware that I cannot express sufficient opinion without providing this.

You can forward it to my email address jozef.k@casino.guru.

Hello Joseph,

So far they haven't given me a direct offer.

I only received an email from them saying that we would start a "discussion" as soon as I replied to them via email. I replied to them, but only with the statement that I would not change my opinion and that I was in the right.

So far nothing has come from them.

Hallo Jozef,

bis jetzt haben die mir noch kein direktes Angebot gegeben.

Ich habe nur eine E-Mail von denen erhalten das wir eine "Diskussion" starten werden, sobald ich denen via Email antworte. Ich habe denen daraufhin auch geantwortet, aber halt mit der Aussage das ich meine meinung nicht ändern werde und ich im recht stehe.

Bis jetzt ist noch nichts von denen gekommen.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Why doesn't the casino respond? And the answer always comes at the last minute. I have the impression that the Deloro casino is not making any effort to find a solution.

Is there any update jozef?

Wieso meldet sich das Casino nicht? Und immer kommt eine antwort in der letzten minute. Ich habe den Eindruck das das Deloro casino sich keinerlei mühe gibt für eine lösung.

Gibt es irgendein update jozef?

Dear Alpsko and Jozef,

Thank you for your patience. Someone from our team have contacted you, Jozef, to clarify the situation at hand.

Warm regards,

Del Oro Casino

Is there any update?

Gibt es irgendein update?

Dear alpsko,

I am in direct communication with the casino representative. I will get back to you in the next 7 days with my final decision.

Hello Joseph,

Thank you very much for your answer and the information. I'll wait for the answer. Apart from that, please check your email. (Urgent)

Hallo Jozef,

vielen Dank für deine Antwort und die Information. Dann warte ich auf die Antwort. Abgesehen davon, check mal bitte deine E-Mail ab. ( Dringend )

Dear alpsko,

I just sent you an email. I have been informed by the casino team that there is ongoing communication with you. Please keep us updated on the outcome.

I have wrote them now my final offer. But looks like they wont accept it. They keep giving me so low offers, its just not acceptable for me.

Please check your email jozef, I sent you one. Thanks

Schau bitte nach deiner E-Mail jozef, habe dir eine geschickt. Danke

Hi Jozef, they officialy are not responding to my messages anymore.

Hi,

i just wanted to say that me and DelOro Casino have now an agreement and i will receive a refund.

I will give you the information when i receive the Money, than we can close the complaint.

Best regards, alpsko

Dear alpsko,

I am very glad to hear that. Please let me know when you receive the refund.

Hmm,

the Casino wanted to send me today an contract to close the case finally.

But sadly until now i still didnt receive anything.

Hello,

you can close the complaint as resolved. Thanks for your help. Appreciate it.

Dear alpsko,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef