DelOro Casino - Player’s account has been reopened against his wishes.

Hello, back again.

I’m filing a complaint against DelOro earlier than I had anticipated. I had a complaint thrown out this morning due to it being about GDPR, so I’m going to take another route, if you will.

On January 25th 2024 I asked via mail to support@delorocasino.com to be self-excluded permanently, will attach a screenshot of the email. But I’m sick, weak and asked for them to open it again on April 22nd, via chat. They told me I needed to sign a contract saying I was not addicted. Because I’m sick and weak, I signed it. I deposited a certain amount, lost most, withdrew a bit, and down the line I had it closed permanently (probably via chat)

My opinion is that I told them I wanted to be self-excluded permanently, via the email that is stated in their reponsible gambling section. Therefore they should never have been allowed to reopen it.

I’ve been in touch with their very unhelpful live chat, who can’t even tell me what date I got excluded permanently, I suspect this was done either in May or June, but it’s been a few months. I think this was done via live chat as I don’t have an email sent to them after the one in April (apart from GDPR-related requests)

Either way, the casino has a responsibility to their players. Not just for gdpr reasons, but also for people who are sick and weak and can’t give up gambling. The sooner this is settled the better, as I can’t install Gamban before this is settled as I need to be in touch with the casino (despite their unwillingness to help). But after that, with the help of Gamban and therapy, I will win this battle.

a few days ago, while self-excluded, I also got told I should keep playing as their RTP is great and they’ve seen some great screenshots! I also have great screenshots that I am attaching to this complaint. as for the GDPR-related requests (a list of transactions and all chat and mail communication, which they refuse to send as I asked for the transactions back in July and have received nnnnnothing) I have filed a complaint with the local Data Protection Authority. But again: this is not about that. It’s about losing money to these people while they knew I wanted to be self-excluded permanently at least once, as proven in the mail I’m attaching.

please help me get somewhere with these people. I’m not the first person they’ve suckered back in and I sure as heck won’t be the last one.

ps not sure about the disputed amount, it’s an estimate until they comply to the gdpr.

Thomas

Dear SecondComingOfDuck,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DelOro Casino.

Please note we believe that if you informed the casino about your gambling problems when requesting account closure or a self-exclusion they should prevent you from further gambling. Only after such protection has failed we believe the player is eligible for a refund of lost funds.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about your gambling problems in the past?
• Would you be able to provide any such evidence to us?
• Is your casino account currently still closed?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

not sure if I should respond here or in an email, but I’ll just do it here.

yes, I have stated in the past to the casino that I have a gambling problem. Unfortunately because I bought a new pc I can’t reach those old chats, which is why I’m so adamant about the importance of them ignoring my emails. My account is closed, which is, again, why I’m looking for someone to contact the casino about their ignoring me so I can find out exactly how much I lost after I asked them to self-exclude me permanently due to an addiction.

best regards,

Thomas

New update: I have been blocked from accessing live chat. There is officially no way for me to get in touch with them anymore, so I’d love your help even more now.

Hello there,

the casino has offered me a partial refund, but I’m waiting to receive a full list of deposits and withdrawals first. I really think it’s not okay that they re-opened the account of someone who wanted to be self-excluded PERMANENTLY, as the subject in my email to support stated.

I seem to have deposited about €6600 and withdrawn €4400 since January 25th, which.. I’m not sure I believe the withdrawal numbers, but we’ll find out later tonight or tomorrow (Allison stated I’d probably get the list late US time)

i understand that it’s because of you they’re getting back to me in the first place, so for that I want to thank you, but this battle is not over. I did make clear to live chat that there’s no hard feelings between me and them and showed them my cat.

a partial refund to me does sound like at least a partial admission of ‘guilt’ so to say, but I wanted to hear your point of view before I proceed. If we can make this happen I’d be ecstatic.

best regards,

Thomas

Small (lack of an) update: no list of transactions yet. Bit peeved about that, but okay.

edit: Allison, the Operations Manager, is pushing them to get it done before the end of the week.

Dear SecondComingOfDuck,

Thanks for your continuous updates.

Please send me any relevant emails from the casino you received since the complaint began.

I appreciate your cooperation.

My email is tomas@casino.guru

They sent the list of transactions, and I’m requesting a refund of my deposits - withdrawals, roughly €1580. I sent you a few emails with the transactions + a chat screenshot.

Hi Tomas,

The casino insists I solve it with you saying I never claimed gambling addiction. I self-excluded on January 25th permanently, then I think I had it reopened February 3rd. I had it closed again then reopened again in April, losing even more money. I’m doing this for me, but also because judging by the other complaints, they have a history of not protecting people from themselves. I believe for that they need to pay and learn from their mistakes.

They’ve offered €400 compensation which they wouldn’t do if they thought they didn’t mess up. They’re not in the business of giving money away for free. We’re at a standstill and I’m sending you today’s conversation with Allison through live chat.

This complaint can be closed, I have decided to agree to compensation. Thank you, Casino Guru!

I was a bit early with my previous post, the finance team has not yet handled the compensation. Plus it’s only €300 compensation from €1580 losses. What do I do, Tomas?

best regards,

Thomas

Dear SecondComingOfDuck,

Thanks for sharing the newest developments with me.

Please note informing the casino about gambling problems or addiction is a key piece of evidence for us to ask casinos for a refund, regardless of the casino's approach to the matter in the past.

If the casino agreed to compensation please understand it might take time to be processed and appear in your bank account.

Please let me know if there are any specific concerns regarding your refund.

The casino lied about my deposits and withdrawals, they conveniently left out the highest deposit. Unfortunately, I only discovered this after I signed the contract for the refund today, although I have not yet received it into my account.

This, along with either the inability or refusal to send me the correspondence we’ve had over time, is telling.

Also: my account has been unblocked and I would’ve been able to deposit into it if I hadn’t cancelled it. I was told it would be unblocked when I got the refund, but it still has not been put into my account. It’s been unblocked since yesterday and awful things could’ve happened. This is unacceptable.

Dear SecondComingOfDuck,

Under which circumstances was your account unblocked? Have you confirmed to the VIP manager you suffer from gambling problems when discussing the refund?

Have you received your refund yet?

Hello Tomas,

my account is still unblocked, and yes they know about my gambling addiction. It’s been unblocked for a week now but I still have not received the refund. Last Friday the operations manager said "we think maybe it will be early next week".

When I agreed to the compensation, they said it would be put into my account after which they would unblock my account, then I could withdraw the money myself.

best regards,

Thomas

Hey Tomas, I have news. On December 29th, 2023, I let them know about my gambling addiction via an opened ticket to support and asked them to self-exclude it permanently. Attaching a screenshot.

In light of recent events, I’m asking for a full refund of €2980. I will notify the operations manager of this when they let me access their chat again and she messages me.

With them lying about both my lost of transactions and the fact they said I never claimed gambling addiction, I believe this is fair.

Hello, I can confirm we have come to an agreement. This complaint is resolved. Thank you.

Dear SecondComingOfDuck,

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 any online 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, 

Tomas

Casino.Guru