DelOro Casino - Player broke self-exclusion and lost money, now blocked.

I have closed myself at lcs self execution. Deloro Casino let me register and play even though I have an addiction and they knew this. I lost 18k here in 1 month and now I have no money left. Shouldn't they give my money back as I should never have registered here? now they have blocked my account now that I reported this. I have saved all the evidence.

Dear noamenbachar,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DelOro Casino.

Please note the casino operates under the license from Gaming Curaçao, while CRUKS self-exclusion scheme is applicable for operators licensed under Kansspelautoriteit https://casino.guru/licensing-authorities/netherlands-license

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about your addiction and requested a self-exclusion from the casino directly?
• Have you requested a refund of your deposits? With what result?

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,

Tomas

Dear noamenbachar,

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.

yes I have asked to get my lost money back. They immediately blocked my account and did not answer.

Dear Tomas and Noamenbachar,

Happy monday and hope everyone is having a start to the week.

We have gone through the logs and the reason for trying to get the money back was not due to crucks or any addiction that was not mentioned.

First thing to mention is that we don't have access to Crucks.

Secondly, the reason that he is trying to get the money back was because he played on some random unreliable casino named Rise of bets that blocked his winnings of 45,000 euros so he is trying to get money that he lost in other casinos back.

We have picture evidence of all these conversations.

"I just want to make a screen from losing on this casino. A other casino blocked my account with 45k on it. And say we pay your losing back. I have a lawyer so I want all my money of losing back from every casino. "

There was never a discussion of any addiction and this was the reason that he is requesting a refund.

As for the blocking, yes we did proceed with blocking of the account which he tried to reopen and continue to play because he knows that this casino is completely safe. The reason we blocked his account was not due to gambling addiction because he never mentioned it but it was due to the threats of trying to get the money back.

Noamen has withdrawn 3500 euros instantly from this casino with no additional kyc and with 0 wait time. Our withdrawals are completely instant, the moment you click the button the money is in route to your bank.

Hope this providers some insight on the case.

Kind regards,

Del Oro Casino

Thanks to both parties for the reply.

Dear noamenbachar,

We can only assist you with a request for a refund if you mention a gambling problem to the casino and the casino consequently doesn't sufficiently protect you from further gambling (failed self-exclusion).

• If there is any supporting evidence that would support your case, please forward it to my email at tomas@casino.guru

If you have open accounts in online casinos that CRUKS scheme doesn't cover, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I'll await your reply.

Dear noamenbachar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.