DelOro Casino - Player’s account closure request was mishandled.

Hello

i hope you can help

so I joined here a few days ago and was enjoying the casino but found I was spending too much and was a little worried. I went into live chat and expressed this to them and that I wanted to close. I said this twice and they said you’ll lose you cashbacj and it’s free money so worth the wait! So me being me I said ok set a deposit limit £25 she told me all sorted and I left the chat. I since went on and spend £75 and no limit applied to be met with it takes 24 hours to be applied, I wasn’t told this at all and I think that my account should have just been closed. I wasn’t asked any responsible gambling questions either, just enticed into free money and not looking out for me as a player

Hello Card2017,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you request for account closure or self-exclusion? When was the last time you spoke to the casino and what was it about? Is there any proof of activating the deposit limit in the casino?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

thanks for getting back to me.

That is correct my account is verified and I’ve withdrawn before, however, I was spending too much and recognised this. I went into live chat and told them twice I wanted to close and they actually said I’ll lose my cash back and enticed me to stay. Which in itself is disgusting. I then said well add a £25 limit and I was told they would and then later on at night 5 hours later I deposited £25 and then managed to deposit another £50. £75 in total, I went on live chat to be told it takes 24 hours which is not on at all. I was not told any of this. The whole chat was disgusting in all honesty like really really bad responsible gambling wise.

i Would appreciate any help

another one to add about proof of deposit limit

Sorry about the chain of messages but I have more to add. I’ve also been self excluded as mentioned before, I’ve now had bonus emails too 🙈. I just don’t understand it at all what’s going on. They have been really passive with their replies to me, not thinking they’ve done anything wrong at all.

Thanks again for reviewing for me

Hello Card2017,

Did you ever actually mention gambling addiction or issues to the casino?

Please note that unless you did, it is not considered as self-exclusion request and they can still keep your account open or even send promotional e-mails.

If you did mention it, please forward the evidence to nikolas.b@casino.guru.

Hello Nick,

Thanks for getting back to me.

Absolutely I did in my most recent live chat with them and they still sent me bonuses on Sunday! It’s like a never ending chain of events. The whole chat I had with them before contacting you was based on the reasons in the chats that I’ve sent over to you in terms of the deposit limit issue and not being implemented straight away then telling me it takes 24 hours when I wasn’t told a deposit limit takes 24 hours at all on the chat and should be applied straightaway no questions asked. In addition to this as you can see from the chat I had with them that I asked to close twice due to spending too much, they asked if I wanted a deposit limit I said no close. And then they said well basically I’d love my cash back and said it’s free money you may aswell wait. I think after telling them twice I wanted to close even after asking for a deposit limit I said close again and then the cash back loss was mentioned which to me is enticement.

if you need anything else besides the info in all the messages above, please let me know

Thanks so much

Carly

Good Afternoon,

I hope you’re well.

Im just wondering if you’re receiving any responses from the casino at all as they haven’t replied to me in days.

Thank you

Hello Card2017,

Before we would contact the casino we need an evidence of you requesting for the exclusion mentioning addiction. It would be great if you could forward the chat communication or e-mail request otherwise we can't really move forward.

I have included the chat from what I have in the screenshots. My issue is that the £25 limit was not applied immediately and I was told it was applied and it wasn’t. They then decided to tell me it takes 24 hours to apply that. My issue it isn’t primarily with self exclusion it’s the fact that the deposit limit was not applied when requested. I have evidenced the chat in the responses to show that I asked for this and it wasn’t applied immediately which went on to allowing to spend £75.

Also if you refer back to the chat messages when I asked to close my account, they said about deposit limits and I said no I want to close. They then said I’d lose my cash back if I closed which I think in itself is wrong if I’ve asked to close they should be asked further questions on why I want to close and not saying I’ll lose my cash back and not answering any responsible gambling issues. But like I say my main issue is that the £25 limit was not applied leading me to spend £75. I was told when I contacted yet again that it takes 24 hours to apply a deposit limit. I was not told any of this in the chat at all when I said about applying the limit. They have already offered me £30 in compensation but I’m not accepting that as it should be at least £75 that I shouldn’t have been allowed to spend. Not to mention how they have been regarding responsible gambling and their lack of compassion and care. They never ever once asked why I wanted to close the account and just said I’d lose my cash back so that is when I asked to apply the deposit limit.

ive attached the screenshots below for you to view regarding the deposit limit.

Thank you

Hello Card2017,

The chat says that the agent is going to request it now, not activate now. Most of live chat supports can't make any changes within the player accounts as they are not working directly for the casino but are outsourced.

Was the deposit limit active the next day?

Good morning Nick,

I contacted them again as the deposit limit was not applied the next day. If you do see the chat though, I was not advised 24 hours at any stage from them until I had spent £75 and asked them the next day. The chat conversation is awful in my eyes, nothing like responsible gambling conversations in the UK. Uk deposit limits are applied instantly either yourself through responsible gambling tools online or through chat if applicable and it’s done instantly! Never in my life have a been with a casino that has taken 24 hours to apply a deposit limit ever. Due to player protection this should be applied instantly and if not it needs to be explained that they have to go to get someone else to do it and apply a temporary closure until that’s done to protect players. The chat was awful! Nothing regarding responsible gambling questions. When I asked to close I wasn’t even asked any responsible gambling questions at all. Why do you want to close or anything. Then I got told about deposit limits and I said no close and I still wasn’t asked for a reason, they just said " you’ll lose your cash back and it’s worth the wait it’s free money". That to me is not acting responsibly towards customers at all. UK casinos would never act in this way in the slightest.

They have already admitted fault by offering £30 compensation as they process is floored so much and nothing was explained to me at all regarding the time limit for setting up deposit limits or any responsible gambling questions. My point is to the casino that I should not have been allowed to deposit anymore than £25 after I’d spoken to them to apply the limit and unfortunately they hadn’t applied it so I was able to. Then the chat leading to adding the limit was a disgrace and not following any type of responsible gambling criteria. When I said I’m spending tom much , they should have responded with " would you say this was causing you an issue?" or "are you in control?" Nothing like that was mentioned at all just that I would lose my cash back! I asked to close twice even after they said about deposit limits but the hint wasn’t taken, they had to mention that I would lose money! Then their reply was "we have many customers that close their account and lose their free money" regardless of that of I’ve asked to close for a second time after deposit limit options were asked, the cash back shouldn’t even be mentioned as there’s quite clearly an issue there.

I am not being unreasonable in my request at all, I just believe that responsible gambling wasn’t followed up correctly and I wasn’t told regarding deposit limit application times or anything as you can see in the chat.

If you have anymore questions feels free to get back to me.

thanks

Hello Card2017 and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick, I am keen to get this resolved as so far I’ve had no response from Del Oro in the last 3 weeks.

Thanks for your help so far and I’ll look forward to speaking to Peter.

Take Care

Hi Card2017,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite DelOro Casino to the conversation to participate in the resolution of this complaint.

Thanks Peter,

I really hope we can come to some agreement as it’s been a long while and they haven’t got back to me personally.

i appreciate your help with this matter.

thank you

Dear all,

Thank you for this discussion and your patience.

First thing we would should point out is that the complaint is for 300 GBP but she only deposits 75 GBP after she requested the limits. So if anything it should be for 75 GBP.

The live chat sequence that was screenshoted by Card2017 is accurate. One of our support agents did ask if she would like to set a limit and wait for cashback that will arrive in the next few days and she did agree to it. After that, one of the agents said that she will make a request for the finance team to set these limits in place.

When requesting a limit we give up to 24 hours for the limit to be set because we outsourced our customer support and it would be a security and safety breach to allow them to have control over financial limits.

Very rarely does it take close to 24 hours to set a limit and typically it is done under 8 hours and often cases it can be under 30 minutes depending on if the finance team is available at the moment and doesn't have a large load of requests. There are many players that set many limits so our financial team must go through every player's requests. Some of the things our finance team deals with is: Routing different payment providers, displaying different payment providers to different countries, fixing payment issues from different players, and setting deposit and withdrawal limits for different players.

We use one of the largest payment orchestration companies which allows us to set limits and we have a dedicated financial team responsible for this.

The request was made and the 75 GBP deposits were made within 5 hours of the request which our team was not able to set the limits yet. Whenever we set a limit either deposit or withdraw the player is immediately notified but a support agent.

Whenever Card2017 came into live support about this situation our agents were transparent and available 24/7.

Hope this help! If you have any questions please feel free to reach out. We would be more than happy to discuss this further.

Kind regards,

Del Oro Casino

Dear Del Oro,

I appreciate you getting back to me as I have emailed you 20 times and no response at all directly which is not great when I’m trying to get something resolved.

I am disputing £75 that I deposited along with misadvice and enticement of your staff several times when asking to close. At no point did you explain that the deposit limit takes 24 hours to be added when I asked for it to be added. If that’s the case, I should have been told there and then that it will take 24 hours. I have never known a deposit limit to take 24 hours anywhere, it’s instant here in the uk to protect players instantly!

You have offered £30 initially before I got Casino Guru involved and then totally ignored every single correspondence since. I have been on live chat multiple times and been told the same thing that you’re busy and will reply and it’s been over a month. I will accept the amount of the deposits as a resolution which was £75 to put this to bed as I said in my emails to you that you didn’t reply to.

Your site needs better responsible gambling tools in place for customers to be able to control their own deposit limits and closures. And also responsible gambling questions need to be asked when a person asks to close twice and is still told " you will lose your cash back" it’s not really taking care of customers at all.

As mentioned, I will accept the £75 deposits as a resolution to this complaint and hope to get this resolved ASAP as this has been going on for weeks.

Thank you

Hi all,

Thank you for your replies. The disputed amount was changed. We will discuss the issue internally and I will get back to you.

Thanks Peter, I appreciate your help with this.

Dear Card2017,

We discussed the issue with the team and reached the following conclusion: While the deposit limit could be more effective from a technical standpoint, we cannot penalize the casino. When comparing two casinos—one with a deposit limit and the other without—the one with a limit is viewed as better, representing a small step toward fair gambling, although, in this case, the technical solution could be improved. The casino support should have informed you that the deposit limit takes 24 hours to apply. Eventually, the limit was in place, but you were able to send funds before it took effect. If the system allowed you to deposit more than £25, you could have contacted support to inquire about it, but instead, you made additional deposits. Given the arguments on both sides, a compromise of £30, as mentioned earlier, would be the best solution.

Hello Peter,

I certainly did contact that I’ve been able to deposit more than £25 that’s what the live chat conversation was about. That’s when they told me it hadn’t been applied yet. I was allowed to deposit £50 more than the £25, I contacted them after I was allowed to deposit more. This is what my main gripe has been about and this is why I contacted them. As a compromise in between I think £50 is suffice as this is the amount that I was able to over deposit. I have already rejected £30 as I don’t think it’s suitable and doesn’t even cover the over amount that I was allowed to deposit. The screenshots I’ve sent of the live chat previously are from the time I contacted live chat as I was able to deposit over £25.

I’d appreciate if you could work towards a solution for me as this has been going on for a while and they already offered £30 before coming to you. I did ask for a chat transcript but they told me I couldn’t have one as they can’t send you or else you’d be able to see the whole chats I had. That was another thing that should be readily available. I do think I’m being very reasonable as a lot of a the chat was very questionable and not meeting responsible gambling measures at all. But I’m willing to let go of that as they said they will be putting something better in place. I contacted live chat multiple times not just the once. As soon as I saw I was able to deposit over £25 I contacted them to be told that it hasn’t been applied yet and that’s how the complaint started. I was on live chat for hours with Julianna and then Sofia the operations manager.

I would appreciate if this solution can be put forward as I feel that is the minimum solution in all honesty.

Thank you for your help

Also, I wouldn’t have known I could deposit over £25 if I didn’t make additional deposits so I’m a little lost with that response. The casino have been very abrupt with me and not admitted any fault whatsoever in their responsible gambling processes. They didn’t inform me that the limit takes 24 hours to apply. I told them twice I wanted to close due to spending too much which I’m unsure as to why any follow up questions didn’t apply, such as " do you see your spending as an issue? "or "do you have an issue with gambling?", nothing at all just you do realise you’ll lose your cash back, to me this is mind blowing and not at all customer focused.

I feel that you’re unable to see the whole chat I had with them as I’m sure you’ll see exactly what I mean. I asked for a chat transcript multiple times as they are very lengthy but I was told no, but under storing of data laws, I am entitled to have that as it should be all recorded and available to me.

I am really not sure where to go with this as I’m not happy with their response in the slightest, they have been incredibly rude and not helpful with responsible gambling or reclaiming my data under GDPR. What are my options please as I don’t feel like they’re listening anywhere. I feel like if this isn’t resolved I should be taking this to their licence providers. They have been extremely unhelpful.

I do appreciate your help with this Peter but I’m at a loss of where to go next if this can’t be resolved

Also, can you please check this chain ASAP as it has one public message with attachments on and my email address showing! This is a major concern for me as now everyone knows my full name and email address. i am not very happy at all!

I have just been on the main page for yourselves not logged in and all of my info is public, my name and email address. How can this have been left for 3 weeks. It’s just one thing after another.

Hi Card2017,

I've made your address invisible, sorry we haven't noticed. Do I understand correctly that you contacted the support after you made the additional deposits and before you spent them? Have you asked the support to send the funds back while they weren't used for the games?

Good Morning,

Thank you for hiding that for me.

I messaged the casino when I’d realised I could deposit more. It’s been much more than just the deposit limit issue. It’s a catalogue of errors and enticement from the company, the way the company does not care at all about responsible gambling is a huge issue which I feel is just been brushed under the carpet by them. I cannot be bothered to keep going back and forth it’s been 6 weeks. Clearly no one can see what I think has been awful service and not one ounce of care regarding responsible gambling and rude replies on live chat with them. This is draining me, just accept the £30 then and have done as I’m not getting anywhere so £30 refund to close the complaint then.

thanks

Hi Card2017,

We understand your frustration and see the potential to improve the responsible gaming policy on the casino's side. On the other hand, the industry is flooded with players who use such tactics just to get more bonuses. In the future, I suggest you clearly state that you have a gambling problem. That is a clear signal for any casino to react accordingly. If you just want to set a deposit limit, make sure it's activated before you start depositing.

Dear DelOro Casino team,

As the player agreed to the £30 refund, please process it. We also suggest implementing responsible gambling tools like the deposit limits directly to the player account to save time and improve the user experience.

Dear Peter and Carly,

Thank you for your time, the necessary steps were taken and we can close the case. Wish you all an amazing rest of your week.

Kind regards,

Thank you DelOro Casino team for your help.

Dear Card2017,

Can you confirm receipt of your funds?

Yes I do thanks

Dear Card2017,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter