DelOro Casino - El jugador está experimentando algunos problemas.

I used to use this casino, but one day the balance itself suddenly stopped showing up.

I contacted the casino, but they are still investigating and it has already been almost a month.

Dear andandjonnyx,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? How did the balance "stop showing up"? Did the balance amount disappear from your player profile? Or did you make deposits, but they haven't been credited? Or are you talking about missing winnings?

I will be patiently waiting for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Submit your casino account screen.

Originally the balance is shown at the top, but currently nothing is shown.

A month ago, suddenly both deposits and withdrawals were denied, I contacted support and now the balance itself is not showing.

Support claims that the compliance team is investigating, but I don't even know why they are investigating.

Thank you for your clarification, andandjonnyx. Could you please clarify the dispute value (USD₮1000)? Also, do you see your balance anywhere else, e.g., when you open a game or deposit/withdrawal section?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Remaining balance.

I can't open the game screen nor the deposit/withdrawal section so I can't check that either.

There are no other exchanges.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.

Hello andandjonnyx,

It's Michal again. I have taken over this complaint as well. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite DelOro Casino to join the conversation.

Dear DelOro Casino,

Could you please inform us about the expected duration of the investigation into the player's account? The player has indicated that it has been nearly a month already. If there are any sensitive details that may affect this situation and are not appropriate for public disclosure, please feel free to share them with me at michal.k@casino.guru

Hi Michal,

We have sent a response via email.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

I appreciate your email. I have sent a reply with further inquiries and am currently awaiting your response.

Hello,

Our team has made a reply via email.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

I thank you for your email. I have responded with additional questions and am now looking forward to your reply.

Dear andandjonnyx,

Can you please confirm if you have played with a bonus prior to this situation? Additionally, can you please elaborate on the amount you have submitted for a withdrawal and elaborate on why you have engaged in what seems to be a bit unusual baccarat gameplay?

Yes, I have received a few bonuses. I used the bonus several times and was asked to make regular deposits without the bonus because of the high bonus ratio.

So I deposited 2000 euros without bonus and withdrew 1000 euros after playing baccarat.

I did not have any unusual baccarat play.

They should not be making opposites bets or using the martingale method.

When I tried to make a second withdrawal, it resulted in an error and continues to this day.

It was the casino that told me to make a deposit, play, make a withdrawal and reduce the bonus ratio.

So how can they solicit deposits and then deny withdrawals?

In the chat, the casino support clearly says to deposit without bonus until the deposit ratio is 50%.

Dear andandjonnyx,

Thank you for your confirmation. Now I can somehow understand the casino team's action in engaging in a more thorough verification of your gameplay history.

So basically, previously you only deposited to claim a bonus, and once you were requested to deposit without a bonus to decrease the high bonus ratio you had, you opted to play in Baccarat where you played in a way that almost guaranteed a minimum potential loss. Why have you not played other games as well to try your luck? As you proclaimed yourself: "I am one of the representatives of Japanese casino players..." Why have you not tried "normal" slot games or other RNG games without bonuses as well?

If a casual player was in a similar situation, the casino team's approach would most likely be a bit different, but because we know from experience that you are definitely not just a casual player and you are very often trying to find a way to gain an advantage, quite often on the edge of the rules, which is documented across various complaints from you, we cannot blame the casino team for being more strict in applying their rules. While I'm not saying that you have violated the casino's rules in this instance, there was no evidence of this presented to me yet, but I understand why the casino team has taken a cautious approach in their dealings with you.

I have solicited further information from the casino to gain a clearer understanding of the circumstances and evaluate the situation, and I am currently awaiting their reply.

Dear DelOro Casino,

I have sent you an email regarding additional inquiries and am currently awaiting your reply.

I am in the business of making sure that casinos can make deposits and withdrawals without problems, 

and that they do not deny withdrawals or freeze accounts for flirting as they did this time, 

and share that with Japanese users.

It has nothing to do with whether I am a casual player or not.

I play in many different casinos, and I am usually not blamed for withdrawing money after playing equal amounts of baccarat.

This is because the casino still makes a profit.

Some casinos make it a condition of withdrawal that you play 3 or 5 times your deposit. 

Some casinos do not reflect high RTP games like baccarat in your wager like slot games.

However, this casino's terms and conditions do not include such a requirement.

The casino is trying to attract customers by offering better terms and conditions than other casinos, such as "You can withdraw your money if you wager 1x your deposit even in baccarat."

Dear andandjonnyx,

I can partially agree with you.

You are right that playing equal amounts on baccarat should not pose a problem if you play with real money only, without any bonus attached, as long as there is no particular rule that forbids this. But as I mentioned above, previously, you only ( or the wast majority of the time) deposited to claim a bonus, and once you were requested to deposit without a bonus to decrease the high bonus ratio you had, you opted to play in Baccarat where you played in a way that almost guaranteed a minimum potential loss. So it was most likely not a random choice of yours to play Baccarat, instead, it was a deliberate intent to decrease the high bonus ratio you had.

Why have you not tried "normal" slot games or other RNG games without bonuses as well? Why have you chosen Baccarat and played in the way you did? I'm not saying that you have violated the casino's rules in this instance; there was no evidence of this presented to me yet, but yes, there is quite a big difference between a "casual" player and you, that's why I understand the casino team has taken a cautious approach in their dealings with you.

As you mentioned:

"I am in the business of making sure that casinos can make deposits and withdrawals without problems,

and that they do not deny withdrawals or freeze accounts for flirting as they did this time,

and share that with Japanese users."

You can position yourself where you want, you can even consider yourself to be "Batman" if you wish; I personally have no problem with that at all, however, you, like any other player, MUST follow any casino rules. Your gameplay or behaviour is very often on the edge of the rules, which is documented across various complaints from you. If you don't breach any casino rules and you play in reputable casinos that accept players from your country, there is no valid reason why the casino should not pay you your fairly won winnings.

As I mentioned, I have solicited further information from the casino to gain a clearer understanding of the circumstances and evaluate the situation, and I am currently awaiting their reply.

Deposit to reduce the ratio, play baccarat equally and withdraw.

What is the problem with this?

As long as there is the concept of RTP, even in baccarat, the casino will always make a profit if you play.

Besides, this casino is not set up so that you have to wager several times your deposit amount to be able to make a withdrawal.

If the casino wanted to prevent that kind of playing, they should have stated so in their terms of service.

Why didn't they do that?

I only play according to the casino's terms and conditions.

It is "natural" for users to act in the best interest of their own, and if the casino wanted to prevent that, they should have stated so in their terms of service.

You are the judge here and should not consider whether I am a casual player or not.

Please put aside your personal feelings and read only the law, i.e., the Terms of Service.

For example, this is the terms and conditions of another casino

It clearly states that you must wager twice the amount of your deposit, and further states that baccarat does not count.

Of course, if you make the withdrawal requirements more stringent, users will avoid that casino.

This casino stated in its terms of service that playing baccarat at equal multiples is not a problem, and recruited users by saying that the conditions are better than those of rival casinos.

It is extremely unfair as a company and as a humanitarian to make a problem out of it.

Dear andandjonnyx,

I have no interest in arguing with you, as I know from experience that you very often focus solely on your perspective without acknowledging other facts. However, I feel it is necessary to respond to this:

You are the judge here and should not consider whether I am a casual player or not.

Please put aside your personal feelings and read only the law, i.e., the Terms of Service.

It has nothing to do with personal feelings, as I have clearly mentioned, your gameplay or behaviour is or was very often on the edge of the rules, which is documented across various complaints from you. You might not like it, but this is a FACT.

This is my last response to this matter. I will not react to this anymore, as it's apparently pointless.

Back to the main point of this case. I'm still waiting for the additional information and evidence from the casino team to obtain a better understanding of the situation, evaluate the circumstances, and determine the appropriate course of action moving forward.

The "limits of the rules" is a very convenient way of putting it.

It is all about what is stated in the Terms of Use, and you cannot say that you are exceeding the limits of the rules unless you violate them.

A non-casual player who attacks the edge of the rules is no different than a casual player who plays by the rules.

But I am not going to debate ethics or morality.

Did the casino clearly prohibit in its terms of service the act of betting 1x your deposit in baccarat and withdrawing?

Or whether they have warned against similar behavior in the past.

This is the only part that matters.

If the casino did not state in their terms of service or warn me, the only thing the casino is allowed to do is to close my account after refunding me.

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.

Hey Michal,

Sorry for the delay our team has been incredibly busy. We have given a response to this complaint.

Kind regards,

Del Oro Casino

What do you think you are submitting a complaint for and making it public?

It is to prevent fabrication.

Don't sneak convenient information to the casino guru's staff, but write here properly.

Hello Michal,

We have decided to credit the user the amount that was removed which was $911 USD and the user can withdraw the funds now.

Kind regards,

Del Oro Casino

We checked the account and the amount the casino cancelled was $966.7.

It appears that the cash back was ignored.

Dear andandjonnyx,

I'm glad you received the vast portion of your previously confiscated balance back. I have reached out to the casino for clarification on why the cashback amount was not credited as well.

Dear DelOro Casino,

I am currently awaiting your response to my most recent email.

I look forward to your timely response.

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.

Hello,

We have funded the remainder of cashback so we can close the complaint.

Kind regards,

Del Oro Casino

I am not going to play along with the casino's stalling any longer.

Please close the complaint as unresolved.

Dear DelOro Casino,

Thank you for re-crediting the entire amount to the player. Could you kindly activate the withdrawal option for the player so that we can finally conclude this matter?

No, that's enough.

We don't have time for this either. I have blocked access to this casino.

I do not intend to make withdrawals, so please lower the casino's rating significantly.

Dear andandjonnyx,

While I understand your dissatisfaction with the whole situation, and I can agree with you that the casino team could have handled it much better and faster, I'm a little bit taken aback by your latest response, especially considering we were quite close to reaching a successful resolution of it. Can you please clarify how you blocked access to the casino?

Do I understand correctly that you decided that you don't want to withdraw the funds anymore?

The Japanese government, taking a serious look at the situation, has decided to this site blocking.

This will prevent me from viewing the site.

The casinos probably knew this in advance(The information is easily accessible through the news) and decided to repeatedly delay actions to make withdrawals impossible.

Dear andandjonnyx,

While you are entitled to your own perspective regarding the situation, the primary reason for the non-processing of your withdrawal was linked to entirely different factors concerning your gameplay. Following my conversation with the casino team, this matter has now been clarified, and as a result, the funds in your casino balance have been reinstated.

I have attempted to access the casino website using several Japanese IP addresses, and I can confirm that the webpage is currently accessible to me.

I'm awaiting feedback from the casino team on when the withdrawal option will be available for you or if there will be an alternative option available.

I have googled the situation regarding overseas casino availability in Japan, and it looks like you are right.

For example: Japan asks for block on access to foreign-based online casinos

Anyway, this initiative is being undertaken by the Japanese government rather than the casinos. Furthermore, I have not yet identified a specific deadline for when this "blocking" is expected to be implemented universally.

I hope that we can resolve this matter prior to the implementation of this regulation.

Dear DelOro Casino,

I'm looking forward to your prompt response to my earlier query.

No, I'm out of time.

I already have no intention of negotiating with the

discussed with the Japanese government and Internet providers, and blocking is to be done so that access is not possible from my environment.

Dear andandjonnyx,

I’d like to confirm my understanding—have you requested your internet service provider to block access to this casino?

If so, was this your own initiative, or were you requested to do so now by the Japanese government or authority?

Have you blocked access to all other non-Japanese casinos?

It is an extrajudicial measure by the Japanese government and Internet providers.

The officials who saw this exchange deemed it malicious and site blocking was performed.

I am a busy man and cannot write any more in this place.

The casino repeatedly delayed action until the user was unable to reply due to time constraints.

If I can get this casino's rating lowered significantly, I am fine with that.

By the way, it's still non-withdrawable.

The simple task of "recovering the user's money and making the withdrawal" 

cannot be done by this casino without being lectured one by one by the casino guru in charge.

Both the casino guru and the casino's personnel are company employees, so no matter how much time they waste, they are paid.

But we, the customers, do not.

We have to negotiate within a limited amount of time, and if they repeat the same delaying behavior as they did this time, we will run out of time.

From now on, if a casino does any delaying behavior and waits until the user is unable to respond, please give them black points without mercy and lower their rating.

Dear andandjonnyx,

I am working to reach an agreement with the casino team regarding the way to transfer the funds to you, even if you are unable to access their website.

Additionally, please clarify if you now have blocked access to all other non-Japanese casinos or only to some?

I am not from the Japanese government, nor am I a net provider, and I don't know all the casinos.

So I can't answer that question.

And as I mentioned earlier, I don't have time to post on this thread anymore.

If the casino is remorseful, please refund my mifinity account.

Good bye.

Normally, now would have been the time to ask the casino for a response.

But for some reason you have turned it into a correspondence with me.

This has allowed the casino to extend the deadline for a response again and to engage in delaying behavior.

I guess you don't care how long it takes to resolve the issue because it is your business time and you are paid a fixed salary.

However, the person submitting the complaint will not be able to do their job and will lose their salary if it takes longer.

It has already been two months since you filed this complaint.

The amount of money I have lost because of this complaint cannot be less than 1000€.

If I have to deal with the casino's delaying behavior any longer, my losses will keep increasing.

Then I want the complaint to be closed immediately with no resolution and the casino's reputation will be greatly reduced.

To the Worse Casinos

You failed to investigate the very simple task of "How much money do you need to refund to the user?" 

"Are you making sure the user is in a position to withdraw the money properly?"

They repeatedly gave ad hoc and inappropriate answers to end the complaints, waiting for the users to stop responding because they could no longer tolerate the delaying behavior.

As of this writing, withdrawals are still impossible.

I have written above that I conduct my own casino trust surveys for the Japanese, and that is my job.

One of my clients, the Japanese government, is pushing for regulation of online casinos and will be blocking major and malicious sites as a priority.

They also want a track record of "casinos scamming users" for their cause, and this complaint will be used as a sample.

Dear andandjonnyx,

While I can understand your frustration, and I concur that the casino team could have managed the situation more efficiently and promptly. However, progress was achieved following my intervention and the clarification of certain matters with the casino team, and your previously confiscated funds were restored. Thus, naturally, this case cannot be closed as unresolved at this stage.

I kindly request that you refrain from instructing me or any of my colleagues on how we should act and what actions we should take. Please remember that it was you who sought our assistance, not the other way around. Despite your behaviour, which has often been on the edge of politeness not only towards the casinos but also towards us, the casino guru staff, we continue to strive to assist you. Such behaviour of yours is one of the reasons why the casino team is not really interested in further interacting with you or keeping it only at the minimal level.

As I have stated on several occasions, if our established procedures, which have successfully aided you in resolving the issues and recovering your winnings in many instances, do not align with your exceptionally high expectations, you are welcome to pursue your frequent and consistently contentious issues elsewhere. We will gladly concentrate on supporting the thousands of other players who do not actively seek complications.

We are not here to help you with your job; we are helping players to resolve the issues they might face with casinos if possible. Keep this in mind.

I am awaiting a response from the casino team on how and when the transfer of the funds can be arranged.

Hello,

This user is not blocked and he has the balance in his account to withdraw - why he is not seeing a log in or join now button on the top right is bizzare because we do not have the capability to block that from certain players. I would suggest trying to clear cache or using a different device because it is working for the other many thousands of players that enjoy our platform.

Also for this player, instead of persistently pushing the boundaries of our compliance policies to try and extract your japanese reviews, we encourage you to reconsider your approach to online gaming. Del Oro, like any reputable casino, is built for entertainment and enjoyment. When players engage in a way that embraces the spirit of gaming—rather than challenging it at every turn—they tend to have a more positive experience.

However, repeated accusations and demands will not result in favorable outcomes.

This could be the reason why you have an extroadinary amount of complaints across many casinos.

We wish you the best moving forward and hope that, in the future, your approach to gaming reflects the enjoyment and responsibility this industry is meant to promote.

Kind regards,

Del Oro Casino

I have told you many times before that I cannot withdraw because the casino has placed withdrawal restrictions on my account, but you don't understand.

You don't think that if you make it impossible to withdraw the money, that's the solution as long as the balance is returned to the user's account?

Please tell me how I can withdraw my balance from this screen.

Also, you don't seem to understand the story, but it is not the casinos that block sites, but the Japanese government and Internet providers.

The people involved are watching this exchange and are concerned that the casinos and related companies, such as Casino Guru, are far removed from the common sense of the general public.

Therefore, site blocking will be implemented for major online casinos and malicious online casinos.

A normal person would check 

"to see if the balance has been restored and is refundable" 

before replying.

However, you did not check 

"whether the entire balance has been restored" and "whether the balance is refundable" 

either of these.

As a result, the amount was insufficient, and withdrawal was impossible.

This is a mistake that would not have happened in a normal company.

I'm getting a grace period to reply, what the hell do you want me to say?

There is no progress here. It remains in the same non-withdrawable state.

We would like to ask the casino to reply to this complaint. We are extending the timer by 3 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.

Hello,

Can you please try to withdraw the funds now and let us know if it works?

Kind regards,

Del Oro Casino

Finally got my refund.

I don't agree with the casino's rating as it is after repeated delays and rude behavior to this point, but I don't want to be associated with this casino anymore.

Good bye.

Dear DelOro Casino,

Thank you for your cooperation. I'm glad we could reach a resolution to this case.

Dear andandjonnyx,

I am glad that our involvement once again played a role in resolving the situation and that you have received the previously confiscated funds.

While I understand your concerns and agree that the casino team’s handling of the matter could have been much better, I’m pleased we were once again able to achieve a positive outcome in this case.

Of course, you are entitled to your own perspective regarding Del Oro Casino (they also hold their own views about you). The evaluation of this casino, as with any other, is determined by various factors, not solely your individual experience. Please read Learn About Our Casino Review and Rating Process | Casino Guru if you want to know more.

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 leave an honest review of your experience with us on Trustpilot Rate Casino Guru. Your feedback could help us improve our complaint resolution and mediation process. It also assists other players who may need our help in the future.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru