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