DelOro Casino - La cuenta del jugador está bloqueada y el retiro está retrasado.

Hello, I played at this casino with the welcome bonus. I uploaded my documents for verification. My account has been locked for four days now, without any notification. The live chat just keeps telling me to be patient, and my emails to the support email address are also ignored.

Hallo, ich habe bei diesem Casino mit dem Willkommensbonus gespielt. Ich habe zur Verifizierung meine Unterlagen hochgeladen. Seit 4 Tagen ist nun mein Konto einfach gesperrt, ohne eine Mitteilung. Der Livechat sagt immer nur, ich solle mich gedulden, meine Mails an die supprt email werden auch ignoriert

Hello Mar015,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOro Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, you can't really call it a process. I uploaded my documents about a week ago. Shortly afterward, my entire account was blocked. I don't know if anything was approved or not, and Deloro isn't responding.

The last time I used the live chat was two days ago, and I asked again what was going on. The chat didn't give me a proper answer, just told me to be patient.

Hallo, Prozess kann man es nicht nennen, ich habe vor ca 1 Woche meine Dokumente hochgeladen. Kurz darauf wurde der komplette Account gesperrt, ich weiß nicht, ob was genehmigt wurde oder nicht, Deloro antwortet nicht.

Das letzte mal war ich vor 2 Tagen erneut im Livechat - ich fragte erneut nach, was los ist. Der Chat gibt mir aber keine richtige Antwort, nur dass ich mich gedulden soll.

Dear Mar015,

As previously mentioned, verification may take up to 14 days to be processed. At this point, I would advise waiting until the timeframe is completed.

If the verification takes longer than expected, please let us know, and we will attempt to intervene on your behalf.

Let us know in case of any updates.

Regards,

Nick

I doubt that this is a lawsuit because my account has been completely blocked and I have not received any response.

But I'm happy to wait the 14 days, there are still a few days left, then I'll get back to you.

ich bezweifel, dass es sich hier um einen Prozess handelt, da mein Konto komplett gesperrt wurde und ich keinerlei Reaktion erhalten habe.

Aber gerne warte ich die 14 Tage ab, sind jetzt noch ein paar Tage, dann melde ich mich hier wieder.

Hello, it has been 14 days now and I have not received a reply

Hallo, es sind nun 14 Tage vergangen und ich habe keine Antwort erhalten

Thank you Mar015 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mar015,

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,

This might look like a mix up - our finance team has asked Mar015 for some additional information but all should be solved shortly.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Hello,

The finance team sent me an email on April 6th at 5:20 PM with further documents.

I have now submitted this

Hallo,

das Finanzteam hat mir am 6. April 05:20 PM nun eine Mail geschickt mit weiteren Dokumenten.

Diese habe ich nun eingereicht

Hello all,

Our team has confirmed everything with this player and we appreciate your patience during this misunderstanding. Your balance has been added and your account has been fully verified.

You are now able to deposit and withdraw freely with no further issues and we wish you an amazing rest of the week!

Kind regards,

Del Oro Casino

Hello, my account has now been reactivated and my money has been paid out. Thank you for the mediation.

Hallo, mein Konto wurde nun wieder freigeschalten und mein Geld wurde ausbezahlt. Danke für die Vermittlung

Dear Mar015,

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