The player from Greece accused the casino of manipulating the RTP and failing to respond in the chat. The player stated that the casino was unlicensed in Greece and refused to return any funds. The Complaints Team informed the player that without concrete evidence of unfair practices, they were unable to take further action on the complaint. The complaint was rejected due to the lack of substantial evidence, and the player was encouraged to provide any supporting documentation for a potential reopening of the case.
DelOro Casino - Player is unhappy with the RTP and has raised concerns about license issues.
Amount: €2,000
DelOro Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
DelOro Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Please do something about this casino. These people are frauds. They have manipulated the RTP (Return to Player) and do not respond on the chat. They've closed the chat. They don't give back even a single euro. Please take action against this casino that operates in Greece without licenses, stealing our money. This is a casino without proper licenses, and they are stealing our money. They are scammers.
Automatic translation:
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2 months ago
Dear Tsaka,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. However, I want to inform you that we cannot make a case solely based on your description. As you surely know, casino games involve both luck and variance, which means sometimes you win, and other times you don’t. I would recommend reading our article about Payout Ratio (RTP) for more insight: Payout Ratio (RTP).
If you have any additional information or evidence that would help us investigate your case, please feel free to forward it to me at veronika.l@casino.guru, and I'll be happy to assist. Unfortunately, without any proof of unfair activity, there isn’t much we can do at this stage.
Regarding your concern that the casino operates without a Greek license, please note that we at Casino Guru do not handle complaints related to licensing regulations. While I understand your frustration, we are an independent online casino database, acting as mediators in resolving player disputes, and we don’t have the authority to enforce licensing regulations.
In this case, I can only recommend playing at casinos licensed in Greece to ensure you are protected by local laws.
Best regards,
Veronika
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2 months ago
Translation
What is this casino check it is not possible. I made 100 deposits the casino didn't return a single euro back I've never seen such a result before I'm telling you what I saw was incredible the rtp was working at 00000 I'm talking to you check this casino is a scam
Automatic translation:
Public
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2 months ago
Dear Tsaka,
Thank you for providing more details about your situation.
To proceed with a complaint against the casino, we would need concrete supporting evidence that suggests something illegal or suspicious is happening. Unfortunately, without this, we are unable to take further action. For us to check the casino's Return to Player (RTP) and ensure fairness, it is essential that we have access to your full game history. This will allow us to verify if the games you played were operating as expected.
At this point, since we do not have any substantial evidence to suggest wrongdoing by the casino, we must reject your complaint. However, if you are able to obtain any game history or other supporting documentation that could indicate unfair practices, please send it to veronika.l@casino.guru. We would be more than happy to reopen the complaint and investigate further.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
