The player from Germany complained that the casino had failed to perform KYC checks, ignored his requested deposit limit, and did not verify his eligibility to participate in online casino games. Due to these violations, he demanded reimbursement of all deposits. The complaint was closed at the player's request.
DelOro Casino - Player's account closed without implementing KYC procedures.
Amount: €2,500
DelOro Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Complaint Regarding Non-Implementation of KYC and Disregard for Deposit Limits
Dear CasinoGuru Team,
I am writing to formally lodge a complaint about how my account and deposits have been managed by a casino. Several serious violations of applicable guidelines and legal requirements have been identified:
1. Failure to Conduct KYC Procedures (Know Your Customer): Contrary to legal requirements and general industry practices, no KYC check was conducted on my account before I was able to make deposits. This constitutes a significant breach of anti-money laundering regulations and player protection standards.
2. Disregard for My Deposit Limit: I had previously requested a deposit limit, which was ignored by the casino and was not set as requested. This shows a clear disregard for my instructions and player protection.
3. Lack of Eligibility Verification: Since I am not allowed to participate in online casino games, a proper check of my eligibility should have been conducted before I was allowed to make deposits. This was also neglected.
Due to these serious violations, I demand the reimbursement of all deposits I have made. Furthermore, I expect a swift and thorough clarification of this matter.
It is unacceptable that fundamental security and verification procedures are not followed. I expect an immediate response and resolution to this issue.
Best regards,
Benjamin A
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Make sure to add your name and, if applicable, your account details or any other relevant information before submitting the complaint. If you need any further adjustments or additional information, please let me know.
Automatic translation:
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2 months ago
Dear ChewChew,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to clarify that casinos with Curaçao licenses are not obliged to perform verification before players deposit. Unfortunately, there are no unified rules when it comes to the verification process, therefore we are not in a position to force casinos to change their procedure or to penalize them for situations like this.
Furthermore, could you please clarify how exactly you set the deposit limit? Was it via your account or did you contact the support? Please forward any evidence that you requested the deposit limit to be set to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Failure to respect my deposit limit: My request to adjust my deposit limit was not implemented promptly, which undermines responsible gaming. Such requests must be processed quickly to prevent potential gambling addiction problems. I have a severe addiction problem, which is one of the reasons why I am banned everywhere. The casino did not respect this either.
Failure to comply with local laws: Regardless of the practices allowed under the casino's license, the laws of the country in which the player resides must be respected. The European Court of Justice (ECJ) has repeatedly ruled that national laws protecting public interests, such as gambling regulations, must be respected by all operators (Source: European Commission ).
I live and play from Germany.
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1 month ago
Thank you for your reply, ChewChew. When did you request the deposit limit? Was it set at some point?
Also, could you please clarify the dispute value?
If there is any other relevant communication, please share it here.
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1 month ago
Dear ChewChew,
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.
