DelOro Casino - El jugador enfrenta retrasos en la verificación de la cuenta.

Hello. This casino refuses to check my documents to verify my account. I have won 500 euros and I would like to withdraw them. The casino demands active playing from me. They say that I need to place more and more bets and only then they might check them. My documents have been pending for 2 weeks.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with DelOro Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you accumulate your winnings with or without an active bonus?  
• Can you specify when the gaming activity occurred on your account for the last time?
• Can you confirm that all your deposits were wagered at least 3x (three times) before requesting a withdrawal?
• What specific documents have you submitted for verification?

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,

Natalia

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Stay safe.

Yes I used deposit bonus. I completed all wagering requirements on 21/7/25. They asked for a photo of ID and selfie and I sent them

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for sharing your communication with the casino. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Jugi2334,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a DelOro Casino representative to join this conversation and participate in resolving this complaint.

Dear DelOro Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello.

Now they verified my account and I was able to succesfully withdraw my money.

Dear Jugi2334,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru