DelOro Casino - Player's account has been closed without resolution.

Good morning.

At first- sorry for my English- i cant speek English very well.

I asked to close my account pernamently first time at deloro casino about 6 months ago.First time i asked them to close my account i ve informed them that i am gambling addicted.After that, they many times re opened my account.When i closed account again sometimes i wrote them to close account pernamently because of gambling addiction, sometimes i only wrote i want short break. I think, they should never re open my account- from first time 6 months ago, when i wrote them that i am addicted and asked never re open my account.During 6 months period closing/re opening my account i ve lost at least 4000 pln.Thats huge amount for me. I agree, that also i have won some money and made withdrawals. But total loses are about 4000 pln( deposits minus withdrawals)

I asked casino to refund 4000 pln loses.They replied me that i was lucky in casino and made great job and made withdrawals.But thats not true, because total evidence for last 6 months is minimum 4000 pln loses.They also replied me, that i wrote them that i am not addicted.But my first mail with query to close account pernamently 6 months ago was reason gambling addiction.In some mails after first mail to them i wrote reason gambling addiction.I think casino is not fair and bring me loses 4000 pln at 6 months period.I asked casino to refund me 4000 pln .Now they have not responded me.

Please casino guru for intervention and make casino refund my loses.Now account is closed and i do not have possibility to login to casino.I attach mails with correspondention with casino.

Best regards.

Pawel N***

mail in casino: p***122@gmail.com

Dear pawelnejman122,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Self-exclusion section and I found this:

3. Please Contact Us

If you require assistance, please don't hesitate to contact our support team at support@DelOroCasino.com or through our chat system. One of our agents will be available to provide you with information regarding associations and help phone numbers that are available in your country. Self-exclusion refers to the act of stopping betting or gambling for a specific period, which can be either temporary or permanent. By requesting self-exclusion, you agree to the terms and conditions outlined below. These conditions will become effective once you receive an email confirmation of your chosen self-exclusion, which will be sent to the email address used to register your account. The email will display the date of the self-exclusion completion. Please note that requests made via our chat function will not be processed. However, a customer support agent will direct you to our customer support email service. If an email is not sent to our support@delorocasino.com we cannot guarantee account closure. 

Could you please forward your self-exclusion request to me? My email address is kristina.s@casino.guru. Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it as well.

Thank you very much in advance for your reply.

Best regards,

Kristina

hi

i sent you screenshots of mails with communication with deloro casino to your mail.

I do not have mail in which i asked deloro casino to close my account- it was 6 months ago first time.i mostly asked to close account on chat.And they closed my account, but always re opened when i asked.

Pawel N***

Hi

I have agreement with deloro casino.Everything has been solved.Please close my complaint.

Thanks for help.

Pawel N***

Dear pawelnejman122,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru