DelOro Casino - La cuenta del jugador ha sido cerrada por supuestas cuentas múltiples.

Good morning. I've been playing at this casino for a while without any problems, a few days ago I went in and made a deposit and went to the chat to ask for the bonus for the deposit. Immediately mine was closed due to multiple accounts. But why on earth would I have multiple accounts here if the casino asks for documents to verify the account and I couldn't validate and withdraw money from other accounts created? Now when I ask for explanations they just close me down and block the chat and the support email doesn't answer. I want the money from my deposit. I feel robbed. I don't have and have never had several accounts

Bom dia. Joguei neste casino algum tempo sem problemas, a uns dias atrás entrei e fiz um depósito e fui ao chat pedir o bônus referente ao depósito. Imediatamente a minha foi encerrada por múltiplas contas. Mas porque raio eu teria múltiplas contas aqui se o casino pede os documentos para verificar a conta e não conseguiria validar e levantar dinheiro de outras contas criadas? Agora quando peço explicações apenas me fecham e bloqueiam o chat e o email de suporte não responde. Quero o dinheiro do meu deposito. Sinto me roubado. Não tenho nem nunca tive varias contas

Dear luismelolcom,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with DelOro Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the exact date of your registration at this casino, please?
• Have you been asked to pass the KYC verification process?
• Could it be possible that you created an account in the past and have since forgotten the details?

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,

Katarina

Good morning! I don't know when I opened my account, but maybe about a year ago. Yes, I passed all the identity checks. I'm sure I haven't opened another account. I don't play much so I'm finding this very strange. Thank you

Bom dia! Não sei quando abri a conta mas talvez a cerca de um ano. Sim passei todas as verificações de identidade. Tenho a certeza que não abri mais conta nenhuma. Eu jogo pouco por isso estou a achar isto muito estranho. Obrigado

Dear luismelolcom,

thank you for your message and for the information provided.

• Have you had any successful withdrawals at this casino, please?
• Have you checked that your deposit was successfully credited to your casino player account before the blockage occurred?
• Have you used any bonuses while playing at this casino, please?

Looking forward to your reply.

Katarina

Good afternoon, I play so little that I don't even remember if I ever withdrew money from that casino. Yes, the deposit was successful, I tried to play but it never worked. Yes, I have used bonuses at this casino. Thank you

Boa tarde! Eu jogo tão pouco que nem me lembro se alguma vez saquei dinheiro desse casino. Sim o deposito foi bem sucedido, eu tentei jogar mas nunca deu. Sim já usei bônus nesse casino. Obrigado

Dear luismelolcom,

thank you for your message.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Good morning! No, nobody at home plays, just me. I can't access anything in the casino, they won't let me in. But I'd like to see my "other accounts" validated with my details. I'm only complaining because they took my money. Thank you

Boa dia! Não, ninguém em casa joga, só eu. Eu não consigo aceder a nada no casino, eles não me deixam entrar. Mas gostava de ver as "minhas outras conta" validadas com os meus dados. Só estou a reclamar porque eles me ficaram com dinheiro. Obrigado

Dear luismelolcom,

Thank you for your message. I apologize for the delayed response. I was on sick leave and unable to reply.

Have you forwarded your communications with the casino to my email address katarina.d@casino.guru, please? I have not found any emails from you.

Dear luismelolcom,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning! I sent them an email and got no reply. They've blocked my account, I have no access to anything, including conversations. Thank you

Bom dia! Eu mandei um email para eles e não obtive qualquer resposta. Bloquearam me a conta, não tenho acesso a nada, nem conversas incluído. Obrigado

Thank you very much, luismelolcom, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.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.

Hello luismelolcom,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the DelOro Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with any proof of the player having multiple accounts? In case the evidence is confidential, please send it to martin.l@casino.guru.

Hey Martin,

We have emailed you supporting information.

Kind regards,

Del Oro Casino

Good morning Cassino del oro! I haven't received any emails from you other than promotions. If you have already sent it once, please send it again.

Bom dia Cassino del oro!! Não recebi email nenhum vosso a não ser promoções. Se já enviaram uma vez enviem outra por favor.

Dear DelOro Casino representative,

thank you for your involvement in the mediation of this case, I can confirm I have received your message. Investigation is ongoing on our part.

Dear luismelolcom,

The evidence quite clearly indicates that your account is linked to a different account. Creating multiple accounts is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

That said, can you please clarify, whether you have played with the latest deposit, or whether your account was blocked right away?

Good morning!!! I feel sorry for the other people you've blocked because I only have one. I don't know how you came to this conclusion but I can assure you that it is wrong. I didn't play the last deposit I made, I went to the chat to ask about bonuses and they blocked my account immediately.

Bom dia!!! Tenho pena das outras pessoas que vocês bloquearam as contas pois eu só tenho uma. Não sei como chegaram a essa conclusão mas posso garantir que está errada. Não joguei o último deposito que fiz, fui ao chat perguntar por bônus e bloquearam me a conta de imediato.

Dear luismelolcom,

I have contacted a casino representative and am waiting for an answer. In case of any new developments, please update the thread.

Hello Martin and Melovsky,

Our team clearly identified multiple accounts with same exact patterns trying to abuse our bonuses that we give and when the deposit came in and we noticed that there were duplicated accounts we closed the account and seized the funds which is stated in our terms of use if we notice fraud.

Kind regards,

Del Oro Casino

Dear casino representative,

thank you for your involvement in the mediation process. I have sent you an additional email.

Hey Martin,

We never received your email - can you please resend it?

Kind regards,

Dear casino representative,

thank you for letting me know, I sent it again. Please let us know your position.

Hello,

We have credited the user the deposit he made back to the account so he can proceed with withdrawal.

Kind regards,

Del Oro Casino

Good morning!

I'm waiting for my selfie to be validated, then I'll get up.

Bom dia!!

Estou a espera que me validem a selfie depois levanto.

Hello,

We have approved the Selfie you can proceed with withdrawal.

Kind regards,

Del Oro Casino

Hello!

Once again, I don't have and have never had multiple accounts. I'm not a big customer so I'm not too bothered about the other(s) that you think I am, I don't know anymore. What I do know is that you've lost more than one customer with "my" other accounts. I wouldn't be complaining if I was doing something illegal, especially for €20. I hope they don't do this to many people.

Thank you

Ola!!

Mais uma vez digo, não tenho nem nunca tive múltiplas contas. Eu não sou grande cliente por isso não me incomodo muito quanto ao(s) outro(s) que vocês pensam que sou eu já não sei. O que sei é que perderam mais que um cliente com as "minhas" outras contas. Não estaria aqui a reclamar se tivesse a fazer algo que é ilegal, ainda mais por €20. Espero que não façam isto a muita gente.

Obrigado

Dear casino representative,

thank you very much for dealing with this matter.

Dear Luismelo,

can you confirm whether you have received your deposit back?

Good afternoon!

Yes, I have already withdrawn the deposit.

Thank you

Boa tarde!!

Sim já fiz o levantamento do depósito.

Obrigado

Dear Luismelo,

I am glad to hear that the issue has now been resolved. I would also once again like to thank the support team over at DelOro Casino for their response and handling of the case.

I'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, feel free to reach out to our Complaint Resolution Center. We're here to help !