The player from Bavaria reported inaccurate withdrawal information from Casino Deloro, where he could only withdraw 1,000 euros daily instead of the claimed 10,000 euros. Despite winning 5,000 euros, he faced distress due to this limit and requested a refund of his total deposits minus any withdrawals. The Complaints Team concluded that since the player had lost the remaining funds and there were no funds left in his casino account, there was nothing that could be done, and the complaint was rejected.
DelOro Casino - Player requests refund due to withdrawal limits.
Amount: €12,000
DelOro Casino
Safety Index:HighSafety Index
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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
Unjustified complaint
REJECTED
Case summary
2 weeks ago
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3 weeks ago
Translation
Subject: Opening a complaint
Dear Casino Guru team,
Unfortunately, I have to say that the information on your platform about Casino Deloro is incorrect. Contrary to the stated withdrawal option of up to 10,000 euros per day, in my case only a withdrawal of 1,000 euros per day was possible. In the last three months I have deposited 12,000 euros. Last weekend I was lucky enough to win 5,000 euros, but was only able to withdraw 2,000 euros because I could only access 1,000 euros per day.
This limit caused me significant damage because I had set a deposit limit. If the stated withdrawal limits of up to 10,000 euros had actually been correct, I would have been able to withdraw all of my winnings and adjust my deposit limit accordingly.
I therefore request a refund of all my deposits minus the withdrawals made. I base this request not only on my existing gambling problem, of which the casino is aware, but also on the fact that the casino's own general terms and conditions are apparently not being complied with.
Thank you in advance for your support.
Best regards,
Blerim L******
Edited by a Casino Guru admin
Automatic translation:
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3 weeks ago
Dear Blerko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
I checked the Terms of Use and I found this:
"6.2. DelOroCasino.com reserves the right to change the maximum allowed sum for each payment system per transaction at any time and without prior notification.
6.5 DelOroCasino.com reserves the right to payout in any increment of their choosing if winnings exceed $1000 USD."
When did you set the deposit limit, and what is the amount of the deposit limit?
Have you requested an account closure? If so, could you please forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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3 weeks ago
Translation
Dear Dominika,
I was not aware of any changes. If there were any adjustments, you could have informed me of them or at least explained them. If the terms and conditions state that payouts may vary, it would be helpful to clarify this there.
I would like to understand why your system shows a withdrawal limit of 10,000 euros per day, although the terms and conditions state otherwise.
For me, this is no small mistake. I would never have deposited 12,000 euros if I had known that I could only withdraw 1,000 euros per day. I checked this limit with you in advance.
I had previously closed my account due to gambling addiction and later reopened it after signing a contract. At that time, a lady named Allison contacted me and set a deposit limit of 200 euros per day for me as a protective measure, which I really appreciated. This limit was later increased to 400 euros per day.
While the increase in the deposit limit worked smoothly even on weekends, there were often delays in the finance department when it came to the withdrawal limit. Unfortunately, I increasingly felt that the friendly manner of the customer service was just a tactic, which ultimately proved to be the case.
Allison Cartier said I could have won more while waiting for the payouts. I ask you sincerely: You present this casino in a very positive light. Please be understanding for those who lose a lot - especially if this happens under false pretenses.
I will forward the emails to you.
Best regards,
Blerim
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2 weeks ago
Dear Blerko,
The casino review was updated several months ago, and the terms may have changed since then. I will have our data team verify this information to address any discrepancies. However, please note that the terms listed on the casino's official site always take precedence over the information we provide. While we strive to keep our database current, we have reviewed thousands of casinos, making it challenging to maintain accurate and up-to-date information on a daily basis.
Do you have any funds remaining in your casino account?
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2 weeks ago
Translation
Hello Dominika,
I'm sorry, but I have absolutely no understanding of this situation at the moment.
This information is crucial in determining whether I should deposit money somewhere or not.
What is happening here has seriously shaken my trust in your recommendations. I have played at casinos recommended by Casino Guru and now I am wondering if it was really a safe decision.
I won 5000 and wanted to cash out so I didn't lose it all at once!
Unfortunately, I was only allowed to withdraw 1000 in 24 hours, I had made two withdrawals, but
Unfortunately, I lost the remaining 3,000 euros while waiting for the next payout day - which I believe is a trap set intentionally by the casino.
They had announced that withdrawals of up to €10,000 were possible, which is what prompted me and probably others to sign up. The daily withdrawal limit of just €1,000 is what caused this situation in the first place, and it's hard not to see this as intentionally misleading.
I hope you understand that such experiences undermine trust in Casino Guru. It would be helpful if Casino Guru ensures that the information regarding withdrawal terms is clear and transparent in the future so that other players do not fall into the same trap.
Thank you for your support and efforts to resolve this issue.
If the casino tells me that it was a mistake on their part and transfers the remaining amount to me, then everything is fine!
Best regards,
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2 weeks ago
Translation
It still stands at 10,000 a day,
I feel really ripped off when the information says 10,000 and I know you, you wouldn't accept something like that if the casino hadn't promised it. 
Why could I only withdraw 1000? It's ten times less than what you're saying. Doesn't that bother you?
Best regards
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2 weeks ago
Dear Blerko, since you've lost the remaining funds and there are no funds left in your casino account, there isn't anything we can do. You are responsible for the funds in your account.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
