DelOro Casino - Un jugador con problemas de juego ha sido remitido a un casino hermano.

I was recommended to their sister casino, HeatsCasino, even though they know I have a gambling problem. Despite being aware of my issue, I ended up depositing $2,000—all the money I had—into their casino. Recommending me to their sister casino is like encouraging an alcoholic to visit another liquor store they own. This feels completely wrong.

I lost all my money at HeatsCasino and reported this to Del Oro Casino. However, they showed no concern, telling me it was my problem and that they have nothing to do with HeatsCasino. Yet, just five minutes later, they closed my account at HeatsCasino, clearly proving that the two casinos are connected.

Dear Mahmoud0234,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you requested to be self-excluded from DelOro Casino due to a gambling problem? If so, kindly forward me the account closure request along with the casino's reply at veronika.f@casino.guru. Please include all the other communication or evidence that could be relevant to the investigation of your case.

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

Yes, I have all the evidence.

Ja , jag har alla bevis.

Thank you for your email. Am I correct in understanding that your account at DelOro Casino was closed back in April? Did you specify the duration of your self-exclusion?

When exactly did the casino recommend that you register at their sister casino?

If you have any additional screenshots or chat transcripts that could help clarify the situation, please send them to me.

I have said many times to never open my account ever. They won't reopen if you say you have a gambling problem. They have opened it several times at del oro casino, I have lost over 10,000 usd in total here. This time they recommended me to their other casino because they didn't open mine... they have opened before that several times....

Jag har sakt många gånger att aldrig öppna mitt konto någonsin. Dom ska inte öppna igen om du säger att du har ett spelproblem. Dom har öppnat det flera gånger på del oro casino , jag har förlorat över 10 000 usd samanlagt här. Den här gången rekommendera dom mig till sitt andra casino för dom inte öppna mitt … dom har öppnat innan dess flera gånger….

Thank you very much, Mahmoud0234, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much. I await a reply!

Tack så jätte mycket. Jag inväntar svar!

Dear Mahmoud0234,

I’m Kubo, and I’ll be handling your complaint moving forward. I’m sorry to hear about the unpleasant experience you’ve had with DelOro Casino and its sister brand, Heats Casino. I’ll do my best to assist you in resolving this issue. If there have been any new updates on this matter since the last information provided, please feel free to share them with me.

I’d also like to invite representatives from DelOro Casino to join this discussion and provide any relevant information to help address the issue effectively.

Dear DelOro Casino,

Could you please share detailed information regarding this case? Specifically, I’d like to understand why your customer support team redirects self-excluded players - who have explicitly identified gambling problems - to your sister casino. This practice seems inconsistent with responsible gambling principles and self-exclusion policies, as it effectively resembles reopening an excluded player’s account.

I would greatly appreciate your clarification on this matter.

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Hope you had a great weekend. We have responded via email.

Kind regards,

Del Oro Casino

To Deloro Casino,

You have unblocked me from your casino 3–4 times now, and I have lost so much money playing on your platform. This has brought me immense pain, both now and in the past. I am still in debt because of you, and now you are recommending me to your other casinos instead of advising me to stop gambling altogether.

It’s Christmas here in Sweden, and I have no money to spend because of the losses I’ve suffered through your casino. I am still struggling to pay off my debts. Please, Deloro Casino, take responsibility. It’s devastating to live with a gambling addiction. I attend meetings and am doing my best to quit, but it’s incredibly hard.

I feel broken—both in my soul and body. I wish I had never laid my hands on a casino. Please don’t ignore me. As you can clearly see, even if I were to win 1 million dollars, I would gamble it all away because I have zero control.

By recommending me to your other casino (heatscasino), I ended up losing another $2,000. I have already lost tens of thousands of dollars with you. Please, take responsibility. You have already taken so much money from me. But this time i am deep in debt agin becouse of you guys. I have no way to pay this debt, this money is not my money , i dont own the money, i am in debt. I am so sad in my soul, please understand.

Dear DelOro Casino,

Thank you for your message and for taking the time to address my concerns regarding the approach of your customer support team in handling cases involving self-excluded individuals with gambling issues. I appreciate that you have discussed this matter in your meeting and clarified it with your customer support department. I trust that steps will be taken to ensure that such situations do not occur again in the future.

Dear Mahmoud0234,

I apologize for the delayed response and appreciate your patience.

After thoroughly reviewing all the available evidence and carefully considering your case, I regret to inform you that I am unable to proceed further with the investigation. While I completely understand your concerns about the inappropriate recommendation made by the support agent at DelOro Casino, this reflects the actions of the individual agent rather than a failure of the casino as a whole.

DelOro Casino correctly evaluated your request to reopen your account and declined it in line with their policies. However, the casino cannot be held responsible for the decisions you made afterward, including your losses at Heats Casino. Although DelOro Casino and Heats Casino are operated by the same parent company, their management and support teams are entirely separate. Because of this, DelOro Casino cannot bear responsibility for what occurred at the other brand.

It’s also important to mention that the licensing requirements differ depending on the jurisdiction. For example, while the MGA license requires self-exclusions (related to the gambling issues) to apply across all brands under the same operator, the AOFA license, which applies to DelOro Casino, does not have the same requirement.

For these reasons, I have to reject your complaint as "unjustified." I’m truly sorry that I couldn’t provide the resolution you were hoping for and regret any frustration this decision may cause.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. 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 always here to assist you!

Additionally, as part of our commitment to supporting responsible gambling, we would like to highlight the resources available through our Global Self-Exclusion Initiative. In partnership with BetBlocker, a UK-registered charity, we provide a free and effective tool to help individuals manage their access to gambling websites. BetBlocker is simple to install on multiple devices and allows users to block access to over 84,230 gambling platforms. The tool operates quietly in the background and is designed to be used anonymously, offering individuals a private and secure way to control their gambling habits. It also supports seven languages and includes an option to block gambling information websites, which advertise or inform users about gambling services. However, if you are pursuing an ongoing complaint, we recommend not enabling this feature, as it may restrict access to resources like Casino.Guru.

You can learn more about our Global Self-Exclusion Initiative by visiting this link, and you can explore BetBlocker’s features and download the tool by visiting their website.

We hope that these resources prove helpful in supporting your efforts to manage your gambling activity safely and responsibly. If you have any further questions or require additional assistance, please do not hesitate to contact us.

Best Regards,

Kubo