DelOro Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

I deposited 15 dollers and won 600 but went down to 500 waiting for the verification to be done. I withdrew on the 27th of May the same day I registered. They told me I’m almost done verification at about the 40 hour mark as it states on their site that verification will be done in 48 hours. It’s been twice that time now and when I asked them when will verification be completed they said the more I play the faster verification will be. Now I played over 100 online casinos In my lifetime over a decade and I never heard such rule

I have attached the chat here. Obviously they want me to lose the money before I am verified. I have much more of what they said but let’s just leave it at this and I want to know is this legit? Is that how they should operate

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Dear loverssurigso,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

They wanted my ID and selfie which I gave them this on May 27th, they came back on 28th telling me the selfie has to have my id in it, on sent they immediately, the site says 48 hour verification, it’s now June 1st and still pending. Supports told me I have to play more for faster. Verification.

Update I have actually got a reply finally from support. I had answer more questions and they said I should be verified tomorrow. I will let you know asap if they do thank you

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

Dear loverssurigso,

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,

Kristina