DelOro Casino - Player reports a deposit dispute.

I have been scammed bye deloro casino which I never expected this . I am since 06 January 2024 member of this casino. I was deposit every week on this casino about 400- 500 euros. When I bet I loss never hit big win until lost around 5k in 2 months. I told the live chat support team which is very friendly but they are actually try to scaam people with friendly action and try that players make further deposits they don't care about lossing of players money. They just tell you make another deposit you can win big money and when I made new deposit they collect my money. When asking them to give bonus they always asking me befor bonus did you deposit or not . On Saturday and Sunday I made deposit about 40000 € via bank transfer on this casino IBAN 

I told the live chat agent in chatting that I mad my first deposit via bank transfer can you please check its arrived or not they asking me to send them bank statement. I send them bank statement they said the money is not arrived I told them that I deposit 5k and you saying its not arrived . They told me back the you send the bank statement. Its oke maybe this is weekend and thats the reason that money not arrived maybe its arrived on Monday. And they said we wil credited you no problem I said okay. I deposit 40k during this weekend and send them every deposit statement. They credited my 40k to my account. I have never withdrawal on this casino. And for check I withdrawal 600€ during the weekend which I want to check of it's for real instead or not I withdrawal 600€ and it wasn't instead they told me you wil get this money on Monday I said no problem I was just checking of its true that withdrawal is instant or not. In during weekend I played with 40k in the start I was down alot of money I lost big money but on my last deposit I won back my 40k which I deposit. They told me don't withdrawal please until your money not arrived I said oke no problem I wil not withdrawal my money. After the live chat agent Alison told me om Sunday that we received some money on our account which is around 30k I said oke I keep playing with my mony in my account I lost back all my money. After lossing my money i was planning to deposit another 10k on Sunday 17_2024 they didn't want credited my 10k on my account which I deposit they said wait until Monday if we receive the money we wil credited they I said okay 

On Monday 18_2024 I asked to live chat did you received my 50k they told me we have not received the money I was in shocked. I told them let's wait maybe its arrived tomorrow or after tomorrow. They told me to call my bank which is ING Belgium bank I called them they told me we have your money for security reasons because this is big money that you deposit I said oke no problem. I was every time every day in chat wil live chat agent to khow about my money arrived or not they keeping telling me we don't received the money. And they pushing me to call my bank where the money is . On Monday live chat agent Alison asked me can you deposit another 30k for check maybe it's arrived instead I told her I can't I did already 50k and its not arrived she was still telling me deposit another 30k please its gonna be arrived. I told her I wil deposit 30k but I want to you take responsibility if my money not arrived like another 50k . She told me belive me it's not gonna happen just deposit 30k it's gonna be arrived I deposit 30k I trusted them . After deposit 30k I send them my transaction statement where everything is perfect the IBAN the name she told me we didn't received the money. I told them this is impossible I deposit 80k and not arrived. After I deposit small money 10€ with the same bank transfer I asked them and they received the money I was shocked because of that they received my small deposit as wel and big deposit not. They asked me my bank card I send them asked transaction details I send them all .which is not allowed to share personal information with casino I did because I trusted them . I have write for them good reviews on many sites. Casino guru. Lcb.org askgamblers. Trustpilot. And now they are saying that we didn't received any mony from you which you deposit 80k .if they didn't received money where is my money than I deposit on delorocasino IBAN. And they have accepted that the transaction details are correct that you deposit 80k . What they are saying is that you cancel the money and the money is back in your account. I told them when someone deposit mony and the money left your bank account there is no chance to cancel your transaction and I have confirmed the 3 transaction with itsme app so there is no chance that I have this mony in my bank . And now I want my 40k back which I deposit extra and someone of deloro casino took my money I have every proof about transaction. They doing something illegal which is not allowed according international law I was afraid that they wil scaam my rest of money I reports to my bank that there is some fraud and they closed my bank

Dear Wali19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Please, get back to me when the bank has finalized the investigation.

Thank you in advance for your reply.

Best regards,

Kristina

Hello. Sir I have called my bank they told me that your mony has processed by our side and we can not do anything about this issue beter you contact the receiver and ask them where my money is .the one make confusing that the small money has been arrived to the the delorocasino account but the big amount money has been not arrived. I have seen on trustpilot that twoo players has written almost the same problem in the reviews. The Casino accept my transaction statement they told me that your transfer statement is correct and we accept this that you deposit money on our casino IBAN. They asking for more information. Which is not allowed the share with someone. I asked them if the delorocasino take officially responsibility of bank accounts and another information I wil share my information with delorocasino if its happen something to my bank account after share my information the delorocasino casino wil be responsible for everthing. And they don't want to do that .they want to resolved this problem with illegal process something like mafia which really worried for me someone called me from private number which they said he is one of our finance member but this is not .because when he called me I asked hem before I give you information please tell me who you are what are you doing. After this question he cut the phone. And after I have called hem many times didn't answered my phone. Its was really worried for me I have never seen like this .I still afraid. Normally every casino has finance department which has international number if there is needed to call they wil call you from international number not from private number inside in Belgium. I have made a mistake to share my personal information with delorocasino I send them my bank account my statement everthing they asked me I have all chat with them the one think that they told we have received 30k after that they started to tell me we didn't received any transaction. This is something I have never seen .

Dear all,

Thank you for raising this complaint.

The information given by Wali19 could not deviate farther from the truth as it all originates from fake invoices and transfers never sent by him.

We will be happy to discuss this offline in case more explanation is needed.

Kind regards,

Del Oro Casino and Sporsbook Team

Hello everyone,

Thank you both for your replies.

Wali19, please provide solid evidence that these transaction(s) were processed successfully and never returned to your bank account. I will need deposit receipts and the bank statement containing transactions from the beginning of March until now. Furthermore, please contact your bank and provide us with a written statement that these deposits were successfully processed and never returned. You can forward everything to kristina.s@casino.guru. 

Dear Wali19,

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.