The player from Germany initially requested account closure due to gambling addiction, which was granted but then reversed shortly after. Despite acknowledging the addiction, the player lost approximately 6000 Euros without any ability to cash out and is now seeking help to recover the funds.
DelOro Casino - Player's account has been reopened after self-exclusion.
Amount: €6,000
DelOro Casino
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Case opened
Current status
Waiting for casino to reply
4d 10h 7m 20s
Case summary
3 days ago
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1 month ago
Translation
Hello dear Guru Team, hello Deloro Casino Team.
On September 27, 2024, I contacted live chat and informed them that I suffer from gambling addiction and, because of this, my account should be closed. The live chat staff locked my account, but I was unable to control myself even though I suffer heavily from gambling addiction. I asked live chat if they could reopen my account. After a few questions like whether I suffer from gambling addiction or not, they reopened my account within a few minutes.
If someone excludes themselves due to gambling addiction, the casino should never allow the player back in, as the player is sick and unable to recognize reality.
I lost about 6000 Euros without being able to cash out once.
I am asking for help to get my money back, thank you!
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1 month ago
Hello Tuscani090283,
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.
- Can you please advise if you did specifically mention gambling addiction to them?
- How long after that did you reopen your account?
- Did you also contact their e-mail support?
Please forward the evidence of requesting for self-exclusion to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello dear Nick,
on Sep 27, 2024 I lost about 2000-3000 euros in the casino since I registered.
I wrote via live chat that I am addicted to gambling and would like my account to be blocked because of this (I will send you a screenshot).
Live chat employee immediately blocked my account.
I did not inform the casino by email, and after several requests the casino did not provide me with the email address (it was simply ignored, as you can see in the chat history). (The casino will have to provide you with the entire chat history.)
A few days after I had myself blocked specifically because of gambling addiction, I couldn't control myself and wrote to the live chat to ask if my account could be reopened. After 3 minutes my account was open again.
Just had to answer a few questions.
The account was then open for about 3 weeks.
Every casino knows that a gambling addict who gets himself banned because of this (gambling addiction) cannot and is not allowed to play at the casino again and the casino is not allowed to unban a player.
After that I was able to carry on playing and lost the amount mentioned (approx. 6000 euros). What's more, the casino repeatedly paid 3 euros or 5 euros into my account via live chat so that I would suffer even more from my uncontrolled illness and lose money.
Yesterday I asked via live chat if I could set a deposit limit, the casino told me that my limit per day was set at 20 euros, then I tried to deposit 100 euros, and the deposit process ran smoothly without any restrictions,
I then submitted a complaint here and, without informing the casino about the complaint, I asked live chat to block my account due to gambling addiction, with the exact same sentence as the first time. Live chat did it again immediately and when I asked live chat to reopen my account, the exact same sentence as the first time, live chat wrote that it was no longer possible and the account remained closed.
So the casino had to act exactly the same way the first time, but they let me back in, which led to extreme personal financial problems for me.
I will send you the screenshots I have via email today.
Thanks Nick!
Greetings,
Tuscani090283
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1 month ago
Hello Tuscani090283,
Is there any way to prove when exactly did the live chat conversation which you did forward occur?
Please note that there is specifically given an e-mail address for self-exclusion: https://delorocasino.com/page/Responsible_gaming_policy/
Contact them as soon as possible and please forward the above requested evidence.
Best regards,
Nick
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1 month ago
Translation
Hello Nick,
I sent the request to the casino yesterday and added you to the email distribution list.
To date, the casino has not responded.
Vg,
Tuscani090283
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1 month ago
Hello Tuscani090283,
You did not request for self-exclusion in the e-mail neither mentioned gambling addiction.
Please contact them again and request for it properly.
Regards,
Nick
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1 month ago
Translation
Hello Nick, my account is closed due to gambling addiction and will never be opened, this was confirmed to me via live chat after I had my account blocked due to gambling addiction via live chat.
Only when I made the first request via live chat regarding gambling addiction did live chat let me back in even though I mentioned gambling addiction.
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1 month ago
Translation
Hello Nick,
If you follow my live chat you will see that I asked for my account to be blocked due to gambling addiction. The casino did this but then opened an account again where I lost a lot of money through uncontrolled gambling. Then I asked again via live chat for my account to be blocked due to gambling addiction. This time the casino reacted correctly and blocked my account permanently due to gambling addiction. After I asked whether my account should be opened, live chat said there was no possibility of reopening it due to gambling addiction. The casino should have reacted immediately when gambling addiction was first mentioned, but the casino opened an account and only then did the casino react properly. I am therefore demanding back the money I deposited from the day I mentioned gambling addiction and my account was supposed to be blocked.
Vg,
Tuscani090283
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1 month ago
Hello Tuscani090283,
I understand that you mentioned your gambling addiction to the casino via live chat. To proceed with further communication, we’ll need to verify the exact date of that chat as evidence. This timestamp is essential, as it will allow us to support your statement.
If possible, could you provide evidence of the chat with the date? A screenshot from your phone showing the date would work, or, if you requested the chat transcript to be sent to your email, please forward it to my address.
I look forward to your response.
Best regards,
Nick
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1 month ago
Translation
Hello,
My account is locked and I cannot access live chat history, have you contacted the casino and asked for live chat history? Live chat does not publicly provide players with the date or time of chat history, so the casino must provide the data accurately and should have it at its disposal.
Please contact the casino and ask for the full chat history with dates and times.
You are welcome to invite the casino here too so that everything is clearer.
Greetings,
Tuscani090283
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1 month ago
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From my screenshots of the live chat that I sent you Nick by email a week ago, you can see that the casino's live chat software does not provide any date or time for the players. Therefore, you should ask the casino directly to provide you with this information.
Greeting,
Tuscani090283
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1 month ago
Hello Tuscani090283,
Would it be also possible to forward the communication with the casino on based which they reopen your account to nikolas.b@casino.guru?
Looking forward to your respond.
Regards,
Nick
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1 month ago
Translation
Hello Nick,
The casino won't let me open my account. The casino has live chat history, so I ask you to invite the casino here or ask the casino to send you the live chat history.
As I wrote, after I requested to open the account, the live chat said it was not possible because I had my account blocked via live chat due to gambling addiction.
But the first time I had my account blocked via live chat because of gambling addiction, the casino let me back in, after which I lost 6000 euros because of uncontrolled addictive behavior.
I forwarded the screenshots that I was able to take to you, Nick, via email at the beginning of the complaint. The casino has saved all other live chat evidence and must make it available upon request.
Best regards,
Tuscani090283
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1 month ago
Hello Tuscani090283 and thank you for the information provided so far. As we will need further clarification from the casino, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 weeks ago
Dear Tuscani090283,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the DelOro Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear DelOro Casino,
Could you please provide the relevant information and your insights regarding this case? Specifically, why was the player's account reopened after it had been closed due to explicitly stated gambling problems?
Thank you in advance for your prompt response.
Best Regards,
Kubo
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3 weeks ago
Translation
Hello Kubo,
live chat asked me a few questions after my account was closed due to gambling addiction. Questions like: are you addicted to gambling? If a player asks for his account to be closed forever due to gambling addiction, the casino is never allowed to open the account again. After the second request, after 6000 euros had been lost even though the account should never have been opened, the casino only reacted correctly the second time, so the casino should have reacted after the first blocking, then the account would still be closed and I would not have lost 6000 euros.
Greetings,
Tuscani090283
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3 weeks ago
Dear All,
Hope everyone is having a great weekend.
We have responded via email.
Kind regards,
Del Oro Casino
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2 weeks ago
Dear DelOro Casino,
Thank you for your message. I have sent a request for clarification regarding certain events and am currently awaiting your response.
I appreciate your assistance and look forward to hearing from you.
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1 week ago
Dear all,
Hope you are having a great week. We have replied via email.
Kind regards,
Del Oro Casino
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3 days ago
Dear DelOro Casino,
Thank you for providing additional materials. I will repeat what I said yesterday in the different complaint thread.
Our stance remains resolute: a self-excluded account should never be reopened when a player has explicitly requested permanent closure due to a gambling problem. While there may be rare cases where reopening an account is considered - such as after several years of self-exclusion - such actions must be managed with extreme care to adhere to responsible gambling practices. This includes implementing a meaningful cool-off period of at least one to two weeks, rather than a single day, and ensuring direct communication with the player to confirm that the decision to reopen is thoughtful, intentional, and not made impulsively.
It is important to recognize that documents signed or questions answered by a player who has previously disclosed a gambling addiction cannot be deemed reliable. Players struggling with addiction may resort to desperate measures to continue gambling, which places a significant duty on the casino to uphold safeguards and prevent further harm. Shifting the responsibility solely onto the player undermines the principles of responsible gambling and compromises the effectiveness of self-exclusion policies.
In this case, the player’s account was reopened just four days after being permanently closed due to a gambling problem they explicitly disclosed. This is entirely unacceptable. The process undertaken by the casino, including a series of inadequate questions posed by a support agent, falls far short of the diligence required in such a sensitive matter and cannot absolve the casino of its responsibility.
For these reasons, I must assert that the player is entitled to a refund for deposits made after their account was improperly reopened. The casino’s failure to adhere to self-exclusion protocols directly enabled this situation, and the responsibility lies with the casino to address the harm caused.
Thank you for your attention to this matter and I look forward to your response.
DelOro Casino has 4d 10h 7m 20s to reply
