DelOro Casino - Player's account has been repeatedly reopened.

Hello!

I would like to point out that this casino does not respect the problem of addiction and gambling problems!

I have already deposited over 10,000 euros in this Casino, because they open my gaming account again and again after a few nice words! I am very afraid, because I am never sure that my gaming account has really been closed. They always offer me the possibility of reopening, yet

worse, they offer the possibility of accessing the Casino through another account.

I'm very desperate and I don't know how to close the matter, because they really won't give me the option to reopen the account. According to the rules, all the deposits I made after the account was closed due to addiction and irresponsible gaming should be returned to me!

In the attachment, I am adding proof of the email sent in September. The matter repeats itself ad infinitum. Thanks for your help!

Zoripori

Dear zoroporo,

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 the 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 problem). 

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.

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.

Thank you very much in advance. 

Best regards, 

Dominika

Hello Dominika!

I got in touch with the Casino and they found a solution to my problem.

So that the matter can be closed. The case was successfully resolved

Dear zoroporo,

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, 

Dominika

Casino.Guru