DelOro Casino - Player accuses casino of ignoring responsible gaming request.

this casino is a joke .no reponsibility to players they only here to grab your money .everything you ask them to do takes 48 hours to be done .i deposited 100€ and won 1600€ and i tried to cash out but it was declined due kyc request .so i contacted support she told me to subbmit documents .i asked her to freeze my acount to block my balance from playing it away she told me that it wii be done .i submitted my documents on the site.next day i checked on the site and tried to cash out again but was declined and again i was asked to subbmit documents .i contacted chat what reason for the delay she told me that i did not submitted documents i assured her that i did .she then told me that i did not check marked the upload and the documents were not recieved .iso in meantime i was playing with my balance and got up to 5800 € and again i still my acount was not frozen .the casino failed to protect my funds .the acount should be put on hold as i requested .i played my balance away because the failed with everything .then i went mad in the chat and magicly she could block the acount in seconds .next day i was able to deposit 900€ went up to 2500€ and lost it again .i want them to refund all my deposits because i the acount should kept closed .like other player complaining here that casino dont care about responsible gaming and they are fast to switch acount open and close as they please to keep you at play .

Hello sardapoor1963,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOroCasino. 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 and the casino is not responsible during this time for your loss unless you requested for exclusion as account closure may be lifted of anytime.

Looking forward to your answer.

Regards,

Nick

hi, after losing my funds the casino told me to check mark the upload to go threw.i did not know about this if she not told before.me that i would actualy never would know this issue. so basicly there were no documents uploaded for 2 days.they are very keen to offer you bonusses and all that stuff to keep you at play.important things for the player the dont notify you.finally i uploaded the documents .she closed my acount because i was mad at the chat .magicly they can close the acount nj iseconds but if you ask acount closure to protect the funds they tell you wait 48 hiurs.i asked first day for acount closure but was ignoted .then my acount was closed because i had no more funds available .but i maneged to deposit 900€ again and lost it.i dont care if verification takes 14 days that is not the issue.she should have closed the acount by first request. to protect me .i told her because i have gambling problem and i will play it away if acount stays open.the casino is really a horrible place for players with gambling problems.yet they claim to be licensed .they even operate illegaly in the netherlands wich is by license and terms restricted.i requested full chat coversation by email she did not replay.i could make screenshot if i wanted but i need fully chat transcription.

the casino is trying to stop this complaint by any excuse .support just posted here on casino guru chat transcript wich is private and with out my consent .they are trying to confince me to play with rewards ..

hiNick,on day two i tried to check on the site but was not able to log in so i contacted chat if the acount was closed already and i told her that it is oke if so when i wanted to leave chat she told me no the acount was not closed and she wanted to know why i cant log in i had to fill in the password twice and acount was open .this way she forced me to go on the site and play my money awaynow at this moment they close the chat right in my face and emails are ignored .what a terrible people and site to play at .Nick,please can you requesr the chat transcriptiion from day one because i requested many times they ignored it.

Hello sardapoor1963,

Would it be possible to forward any evidence of you requesting a self-exclusion or mentioning gambling addiction to the casino to nikolas.b@casino.guru?

i requested the chat transcripton many times they never replayed .i asked the live chat only to block my acount because i have a gambling problem and could gamble away my balance . it was not a selfexclusion just a block to pass the verification wich is very common.i have only one line from the chati will attach to email .

i have sent in email!

i dont understand why i am not able to acces and replay to comments.

lets have this complaint finished and then i will close my acount.this is not how to treat customers who lost huge amounts.

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.

hi,i am aware of all this rules.the casino by purpose left my acount open to tempt me to gamble my wins away.after i requested acount closure to protect my wins they left it open for 48 hours due so called verification .no problem i can wait for 1 months but i requested to block my acount wich they ignored .after i lost my wins 5600€ they were very keen to close acount after i was mad at the chat ..this tells me that acount closure is possible in every moment .the verification is just a delay tactic.after i they closed my acount i told them there were some misplaced bets wich were not payed and askked to check them .they opend acount and then later i was attempted to play so i deposited 900€ and lost it in meantime they should have check on me and block the acount .if i contact my banc and request my acount to be blocked due potential fraud they will also tell me to wait 48 hours?the casino has failed with everything and they are not responsible at all .they claim to be regulsted but by whom?curacao has no regulation.to oppose all this rules on players with no legit license is just criminal.and then they know i lost 5600€ and played for 14 hours in a row is there some sense in this people to let me deposit additional 900€ .they are here for money only .they dont care if you die behind the computer .at least after all this they can solve the problem and refund my deposits .

conclusion:the acount should have been closed after i send them a screenshot of the misplaced bet .that moment she should have closed the acount because my request was to reopen acount only to check the relevant misplaced game round .the next day after i lost my deposit she closed acount again and was trying to breibe me with cashback and bonusses .this is not the way to handle players wich you know they have a gambling problem.this is criminal behaviour.what here happend in my country the casino would get a huge fine or even worser !

there are now more complaints about this casino coming in .all the same issues.casino do not care about responsible gaming.the casino should be rated very bad from now on .i predict in the next 4 werks the rating will be as bad as 2.0

Hello sardapoor1963,

A casino is not a bank and even if you would have request for self-exclusion, the casino has 48 hours to process it as they are not working 24/7 and you are not their only customer. As per your description, the casino did everything correctly according to their terms.

Is there anything else we could assist you with? If not, based on the above stated facts the complaint will be rejected.

can you remove my acount here .i am done with all this scam casino .we players are the victims but the casino is always getting away with it .hhey are not a banc thank god who want to put his money on this croogs sites.

Hello sardapoor1963,

Do I understand it correctly that you want to remove your casino.guru account?

yes!

Dear sardapoor1963,

Based on your request, your complaint will be now closed and your account will be permanently closed.

Regards,

Nick