DelOro Casino - El jugador quiere recuperar sus pérdidas después de los problemas con la cuenta.

I closed my account months ago and reported gambling problems. They then closed it, and according to them, I couldn't reopen it. Six months later, I received an email asking me to come back and play. They offered €350 in cashback. Then I lost another €8,000. This isn't right, is it? I now want my last €8,000 back. They can keep the other €21,000.

Ik had mijn account maanden geleden gesloten en aangegeven dat ik gok problemen had. Ze hebben mijn account toen gesloten en ik kon mijn account volgens hen niet meer openen. 6 maanden later krijg ik een e mail om terug te komen spelen. Ze gaven 350 euro cashback om terug te komen. Vervolgens heb ik weer 8000 euro verloren. Dit mag toch niet? Ik wil nu mijn laatste 8000 euro verloren geld terug. De andere 21000 euro mogen ze houden.

Hello,

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 share the email where the casino invited you to play? Be sure to include the information about the sender and the recipient.
• Have you confronted the casino you were self-excluded from the casino due to gambling problems in the past? Has the casino responded to your refund request?
• Is your casino currently blocked?
• Send emails or other supporting evidence to my email at tomas@casino.guru

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

Best regards,

Tomas

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Stay safe.

I have send you Everything on the mail.

Thanks for your reply and the information provided.

Have you asked the casino for a refund due to failed player protection already on your own initiative? Have you received any response?

Could you please forward the original email you received from the casino inviting you to play, with the date visible?

Send the information to my email at tomas@casino.guru. I apologize for the inconvenience.

I ask them for my money back they don’t want it. They read this Here also. Maybe the wil now then they can contact me. I have send the e mails they ask me for coming back and give me a cashback. I have send Everything by e mail. Thank u

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thank u, as I now deloro casino is Normaly a good casino. I thing they wil fix this soon and send me the last 8k back to fix this problem. I hope so. Thank you for your help.

Hello noamenbachar, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of DelOro Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I have send that my account was close nu self execution during gamble problems. I send also the avcidince that they ask me to come back playing and reopen my account and give me free 300 euro cashback. I have send everything. Even send how mutch I have depost after opening this account when they have ask me to come back.

They know What They did know they don’t answer. I never believe a casino like deloro is like this realy.

Hey all,

Thanks for your time - we have replied by email.

Kind regards,

I have responded to the message and am waiting for the reply t be able to move the complaint forward. As soon as I hear back from the casino, I will post an update here, to keep you up to speed, dear noamenbachar.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear noamenbachar,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej