DelOro Casino - Player requests refund due to gambling addiction.

Dear Sir, Madam,

My name is Martin O***. I have a account at your casino under my name Martin Oonk, with e-mailaddress ma******club@msn.com. I am banned from almost every online casino in the world since a long time, because of a heavy gamble addiction. When I registred at DelOro Casino no verification had taken place. I was able to deposit €1900 without any KYC verification.

The Curacao Gaming Control Board is aware of my gambling addiction.

This all with the same personal information (name, address, telephone number, email) as my registration at DelOro Casino. However, I am of the opinion that it shouldn’t be possible for me to open a account because of my gambling addiction as the authority’s are aware of my gambling addiction and that registration and deposit should be prevented. Also depositing without any form of KYC is not legal. 

I would like to ask you friendly to ask the casino to credit my back €1900 back to my bankaccount that I deposit on Deloro Casino on 27th June. 

I am contact with Deloro Casino, they offered me euro 50,00 goodwill and later euro 175,00 goodwill. I will send you the email with Delors Casino forward.

Now they stop responding because I did not accept the offer of euro 175,00.

Martin O***

XXX

Dear martino18021980,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your account at DelOro Casino.

To help us better understand the situation and work towards a resolution, could you please provide some additional information? Specifically:

• Can you confirm the date when you registered your account at DelOro Casino and the exact details of your first deposit?
• Could you provide more details about the communication you’ve had with DelOro Casino regarding your request for a refund? Specifically, any email correspondence or responses from their customer service.
• Do you have any documentation from the Curacao Gaming Control Board or any other relevant authority regarding your gambling addiction that you can share?

You can forward any relevant communication or documents to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

PS:

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Dear Petronela,

First of all I wish you a very good vacation, enjoy.

I registered at 30 June of 1 July. I can’t acces my account anymore. First email ai send to them a was 1 July after my losses.

I fill forward all the relevant information to your email account.

Enjoy holiday.

Martin

Hi martino18021980,

• Could you please forward the original email you sent to the casino on July 1st?
• When was your account blocked?

Thank you.

Dear Petronela,

I forward the email to your personal email.

They closed my account after I send them the email on 1st of July.

Regards,

Martin

Hi martino18021980,

If you initially contacted this casino on July 1st regarding your gambling problem and your account was immediately blocked, it limits our ability to mediate a refund for your lost deposits, even if you were self-excluded from other casinos previously. Self-exclusion needs to be requested individually at each gambling operator, and the Curacao license does not prevent you from registering with other casinos licensed under the same jurisdiction.

Please let me know if there is any additional information that I may have missed. Unfortunately, if there are no further details, I may have to consider your complaint as unjustified. I wish I could offer more assistance in this matter. Thank you for your understanding.

Dear Petronela,

Thanks for your email. I checked all once again.

They did not blocked my account directly but 4 days later.

Hope this will help all.

Regards,

Martin

Hi martino18021980,

I’m sorry to hear that there was a delay in processing your request to have your account blocked. After reviewing the casino’s replies, I noticed they claim that you did not immediately inform them about your gambling problem when you first contacted them. Could you please confirm if this is accurate?

Additionally, I apologize if I missed the original message you mentioned sending on July 1st. Could you kindly forward that message to me again so I can ensure we have all the necessary information?

Thank you.

Dear Petronlea,

Thank you for you quick response.

Yes, I confirm the information you wrote above is accurate.

I have forward you also the email again to your email. I hope you have all the information you need at this moment.

Many thanks again for all your help.

Martin

Hi martino18021980,

• One last request: could you please provide your cashier history or any proof showing when and how much you deposited after your self-exclusion request was submitted?

Thank you.

Hi Petronela,

Yes off course. See files.

Hi martino18021980,

• The disputed amount in this complaint is €1,900, and you provided two receipts, each for €505, both dated before your self-exclusion request.
• Did you deposit any funds into the casino after July 1st?

Thank you.

Dear Petronela,

Thank you again for your email. I am a little bit confused.

Of course I can provide you all the deposit receipts. I didn't deposit after 1ste July, all was before,

As we discussed before the casino confirmed guilty from the first moment and wants me to sign an agreement quickly to buy off all liability. Starting with euro 50, euro 100, euro 175. You have also read this in the email correspondence.

I would therefore like to kindly ask you to at least submit this matter to them and wait for a response.

Hoping for your understanding of this.

Regards,

Martin

Hi martino18021980,

You notified the casino of your intention to close your account due to a gambling problem on July 1st and have not made any deposits since that date. Given this information, I'm a bit unclear on what grounds you are requesting a refund for your lost deposits. Typically, refund requests are considered when deposits are made after a player has expressed a desire to self-exclude or when there is a clear violation of responsible gambling practices by the casino. Since no deposits were made following your request for account closure, there doesn't appear to be a basis for a refund in this case. Could you please provide more details or clarify your reasoning for requesting a refund of your lost deposits? 

Thank you.

Daer Petronela,

I am requesting this because of my gamble addiction and the casino should have been aware from it from the Curacao Gaming Control Board. Also that admit it in the previous emails I send you. They pushed me to sign a quick agreement after that offered me first 50, 100 and in the end euro 175.

I really would appreciate if you have a consult with the casino how we can solve this.

Friendly regards,

Martin

Hi martino18021980,

I'm afraid that if you did not inform the casino about your gambling problem before July 1st and only sent your request to the Curacao Gaming Control Board, there's not much we can do in this situation. Please understand that if a casino is licensed by Curacao, it's crucial to inform the Casino directly in order to have your account blocked.

I wish I could provide more assistance. I'm sorry we couldn't resolve this case, but please don't hesitate to reach out to us if you encounter any issues with another casino in the future. Due to the reasons mentioned above, I will now have to close this complaint as rejected.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru