The player from Germany formally complained about the online casino that reopened his account against his request after he had asked for a permanent closure. Despite having received confirmation of the closure, he was able to reactivate the account and subsequently lost €5,000. He demanded reimbursement for his losses. The Complaints Team reviewed the situation and concluded that the player's requests for closure did not indicate gambling issues, and a self-exclusion request was deemed fabricated. Therefore, the complaint was rejected as unjustified, with an emphasis on the importance of honesty in responsible gambling practices.
DelOro Casino - Player’s account closure was not honored.
Amount: €5,000
DelOro Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello,
I am reaching out to file a formal complaint about this online casino.
After losing significant amounts of money at this casino, I decided to have my account closed. In other online casinos, it's common to either permanently close an account or at least make this decision difficult to reverse. Unfortunately, this was not the case with your casino.
After contacting chat support, my account was immediately reactivated. Subsequently, I lost a substantial amount of money again. Hence, I contacted my VIP support once more and requested to permanently close my account.
In my request, I explicitly stated that the account should not be reopened and asked for a confirmation. This confirmation was given, as shown in the attached screenshot. However, just three days later, I was able to reopen my account without any issues, resulting in a further loss of €5,000.
I find it unacceptable that this casino did not keep its word. Given the circumstances, I hereby demand the reimbursement of the lost €5,000.
Sincerely,
Salar
**Attachment:** Screenshot of the account closure confirmation.
Automatic translation:
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3 months ago
Dear salarghiassi,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and a casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Would you be so kind as to 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 months ago
Translation
Hello Dominic,
Thank you for your feedback. As I mentioned, the issue is that I closed my account twice. The first time it was a very simple closure, as you described. Every casino handles this differently: some only unlock accounts after 24 hours, and some, like the current casino, do it without further ado. I understand that.
What I am talking about, however, is the second blocking, where I explicitly asked for the account to no longer be activated. This was also confirmed to me by the VIP manager, as you can see in the screenshot, after I explicitly asked twice and it was confirmed to me. 
This means self-exclusion without the possibility of ever being able to reactivate the account. This was also confirmed to me by the casino.
Therefore, I don't understand why I was able to reactivate the account. I already attached the screenshot to your first request.
Automatic translation:
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3 months ago
Dear salarghiassi, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
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3 months ago
Translation
Hello Dominic,
I just sent them all by email.
VG
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2 months ago
Dear salarghiassi, is this the only evidence you have? The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.
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2 months ago
Translation
Hello Dominika,
I don't understand why I have to provide further evidence. As you can see in the screenshot, the casino has clearly confirmed to me twice that I can no longer activate this account. I specifically asked that reactivation of the account is absolutely out of the question and this was assured to me twice.
If the casino confirms that I will never be able to reactivate the account, but I manage to reactivate it without any problems after a few days, I consider the responsibility to be 100% with the casino. Therefore, I do not consider it necessary to provide any further evidence, as this proof should already be completely sufficient.
Automatic translation:
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2 months ago
Dear salarghiassi, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.
Is your account currently closed, or can you access it?
I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).
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2 months ago
Translation
Hello,
I sent such a request to the casino much earlier (I have just sent you the proof by email). At the end of August I asked for a permanent ban due to my gambling addiction. Since then I have deposited well over €20,000. It was only a few weeks after I requested a ban by email that my account was blocked after I asked again and despite the promise that I would no longer be able to activate my account, it was activated twice and the total amount of losses after I submitted my request for a ban amounts to well over €20,000. It was only after I complained to you here that the casino blocked my account permanently. But I want my losses back because the casino is acting very irresponsibly here and as you can see I am not an isolated case. I have discovered the same pattern both with you and in other forums. The casino has zero respect for the player and I think you should strengthen our rights here and not provide a platform for casinos like this!
Best regards,
Salar
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2 months ago
Thank you very much, salarghiassi, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Dear salarghiassi,
I’m Kubo, and I will be your point of contact moving forward. I sincerely apologize for the situation you’ve encountered, and I’m committed to helping you resolve this issue as quickly and satisfactorily as possible. If there have been any updates or developments in your case, please feel free to share them.
Dear DelOro Casino,
Could you please provide further details regarding this case? Specifically, I would like to understand why the player’s account could be reactivated by him, despite his request for permanent closure, which was confirmed by customer support.
Thank you for your prompt attention to this matter.
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2 months ago
Hey All,
Thank you for your time. We have sent an email requesting additional information.
Kind regards,
Del Oro Casino
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2 months ago
Translation
Answering a question like this after 7 days and just a few hours before the deadline expires and not addressing the issue is probably the typical way of the casino, as can be seen from other complaints. You can find all the information here in the correspondence. So stop playing games here and accept your responsibility.
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2 months ago
Dear salarghiassi,
To ensure a thorough investigation, I kindly request that you provide the full email communication with the casino in EML format. A copy-pasted email body within a message cannot be regarded as definitive evidence.
To download the messages in EML format from your Gmail account, please click on the three dots in the top right corner of the email and select "Download message" (refer to the attached screenshot for guidance).
Please attach all available EML files and send them to my email address: jakub.m@casino.guru.
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello,
Unfortunately, this option is not displayed to me (see screenshot)
Apart from that, you can clearly see here in the chat history that the casino confirmed to me that I can no longer activate my account. Why did they not keep to the promised agreement? (See screenshot)
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2 months ago
Dear salarghiassi,
Unfortunately, this option is only available on a computer. Please access your email client from a PC to download the message.
Thank you.
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2 months ago
Translation
Hello Kubo,
Thanks for the advice. It worked 👍 What email address can I send the file to?
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2 months ago
Hello salarghiassi,
Please attach all available EML files and send them to my email address: jakub.m@casino.guru.
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2 months ago
Dear salarghiassi,
Thank you for providing the correspondence with the casino. After careful review, I must inform you that we cannot continue the investigation within the framework of responsible gambling or self-exclusion policies.
- Firstly, you did not mention any gambling issues in your requests for account closure. Instead, you requested the closure due to poor win odds and unsuitable bonus conditions, stating that the casino wasn't worth playing at. Such requests do not qualify as self-exclusion, and players are not eligible for refunds of any losses incurred between the request and the actual account closure.
- Secondly, the copy-pasted email referencing self-exclusion due to a gambling problem appears to be fabricated, as it was dated two days before your actual registration with the casino. This also likely explains why you were unable to provide me with this message as requested.
For these reasons, I must reject this complaint as unjustified. It is crucial to approach responsible gambling tools with honesty and transparency. Misusing these tools not only undermines their intended purpose but also affects the fairness of the system for all players. I encourage you to consider the impact of such actions on both yourself and the broader gaming community.
Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Best Regards,
Kubo
