DelOro Casino - Addicted player reopens account after unsolicited offer and loses funds.

Hey, I've recently have come to terms with having a bad gambling addiction and have started treatment. I reached out to Del oro support on the 7th June and asked them to close my account permanently due to gambling addiction. I got confirmation that the account was closed just a little while afterwards.

25th June(salary day in Sweden), I get sent this "I see you closed your account sometime ago, and the tried to reopen it.

At the moment, you were not able to reopen it because you were still in your

cool off period. Your cool of period is now over, meaning we can reopen it if you would 

still like.

As a welcoming back gift, we can offer you a special to show our appreciation of being 

in our Del Oro Family"

I did not reach out to them/asked them to reopen my account as the message states, I was contacted unsolicited. And then got an offer of 3 different bonuses. I could not resist this when my salary had reached my bank account and asked for my account to be reopened. I then played for around 2000 eur, but during this time also made a withdrawal of 300eur(which I redeposited back in the casino) so deposits-withdrawals should be around 1700 eur. This is far more than I can afford to play for and when my account was empty I realized what I had done and closed my account again.

I have emailed Del oro and asked for my deposits-withdrawals back since I in my eyes shouldn't have been able to open an account again and should not have gotten an offer to do so. They have been very nice in emails and have answered them fast, they've told me that my account shouldn't have been reopened but that they by accident didn't put enough notes on the account.

Where we differ is in me asking the full amount of deposits-withdrawals back from the time I was allowed to reopen my account. They argue that they have overhead costs such as platform costs, staff, employees, bonuses, etc that has to be covered and that it would put them in a to big deficit offering a full refund. Instead they have offered me around a bit under 20% back. I feel like these costs shouldn't be recouped from gambling addicts especially not when they by accident opened up my account again. (I've also lost a bit over 1000eur before I closed my account the first time which they of course will keep)

Hello danne993,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply and please forward the communication between you and the casino to nikolas.b@casino.guru.

Best regards,

Nick

Hey, i contacted support and asked them "Hey can you please close my account due to gambling addiction" and got an confirmation that it was closed

I've emailed communication and screens from chat.

Dear Nick and Danne993,

Hope you all had a great weekend. Our team is already aware of this issue and are handling it with Danne993 over email. We will come to a conclusion that will be equitable for all parties.

Thanks again!

Kind regards,

Del Oro Casino Team

Thanks for the answer Del oro, i appreciate the email conversation that we have had and your swift customer service. However i feel like i need an impartial intermediary to get som input on if my viewpoint of a full refund being the equitable solution is reasonable or not.

Thank you danne993 and DelOro Casino for all the information provided. I can understand the point of view of the casino on the matter. However, if the player requested a self exclusion, and he is offered with bonuses and even allowed to deposit again, the casino should not let this happen or refund the full deposited amount if his account was excluded once. I will now forward the complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello danne993,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear DelOro Casino,

Please, give me an update regarding this case as soon as you have one.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for your response and apologies for the delay. We were in attendance of a conference. Hope everyone had a great weekend.

We have tried to reach out to danne993 multiple times during email to come to a conclusion offline but we have had no success and we are still waiting on a response.

We do confirm that there was a mistake when reopening his account due to lack of notes regarding his addiction in his profile.

We are confident that we can come to a conclusion offline and consider this case dismissed rather soon. We are highly respected and operate a casino with many players so this case will be closed.

That being said, we handle our deals offline rather so we must wait for a response from danne993 to proceed with closure of the case

Have an amazing start to the week!

Kind regards,

Del Oro Casino

Thank you, DelOro Casino for the update.

Dear danne993,

Can you confirm that you have been contacted by the casino and are in progress of dealing with this issue outside of this thread?

Hey! I have been contacted but have been waiting for your answer since my stance has been that i should receive a full refund and i wanted to hear your view before accepting any offers of a percentage of my deposits back. Im still not sure of what to do here.

Dear danne993,

Since the casino admitted the mistake on their part, you should be absolutely reimbursed for all of your deposits that occurred after the reopening of your account, which you did not even ask for in the first place. There is no reason for you to get only a part of your deposits.

Therefore, our stance is that all of the deposits after the reopening of the account should be returned to you.

Hey Michal,

Hope you had a great weekend and thank you for your input. We are handling this offline and will return with updated information.

Wishing you all the best.

Warm regards,

Del Oro Casino

Thank you, DelOro Casino for the reaction.

We will be patiently waiting for your updates.

Hey Michael, could you have a talk with Del oro and see if we can get a conclusion to this, we've emailed back and forth and had a phonecall before the weekend but i feel like were at a stand still, full refund of deposits after self exclusion dosen't seem possible, my offer to show good faith is 90% back, and del oro has come with a lower percentage and were mostly going back and forth now with different viewpoints. Kind regards

Dear danne993,

As I have mentioned previously, you should be reimbursed in full, and all of your deposits after the reopening of the account should be returned to you - no more, no less. The casino admitted to a mistake on their part and you did not even ask for the account to be reopened. Our stance is unchanged.

Yes i understand, but since my economic situation is not great due to gambling addiction and partly due to this incident i also want to get this resolved.

Dear all,

Thank you for your patience, We are coming to a conclusion regarding the case. Wish you all a great weekend.

Warm regards,

Del Oro Casino

Dear DelOro Casino team,

Thank you for the update. We have to insist that the player be refunded in full in this case, so we can close this complaint as resolved. I am looking forward for your updates.

Dear all,

Thank you for your patience. Our team will begin to wrap this up during business hours.

Warm regards,

Del Oro Casino

Hey, this case has been successfully resolved together with Casino del oro and i will receive a refund. The case can be closed as resolved.

Dear danne993,

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.

Thank you so much for your time.

Best regards,

Michal V

Casino.Guru