DelOro Casino - Player’s account is closed and funds are inaccessible.

My account is disabled with my money on the balance. I cannot get my own money back. I was playing with the casino since July and didn't have any issue before, I got winnings 4 times, which were fully paid. On 28th of August I deposited 700EUR by mistake instead of 70EUR. I played a little bit but after that couldn't withdraw my amount which was left on account, My account was closed without any explanation. I contacted support via chat and the agent replied that there are some other account on my address and that I used VPN which is not true and a total lie. My account was verified, the deposits were made from my personal Skrill account. I am sending some scripts from chat with support, unfortunatelly I don't have screenshots, I just saved texts:

"From what I see on my side there is a lot of suspicion with your account, and with other accounts that have the same strategy as yours" 

"The problem is because you have created 4 accounts in different names that come from the same place" 

"You have more than one account with us. Additionally, your address is not the address of only you."  

"I cannot give you more information than what I already told you. What I confirmed is that there are many suspicions with your account. If you send an email to support@delorocasino.com there they will give you the details of why your account was blocked." 

"I have already explained everything my team told me. From now on, for any information you want, please email our team at support@delorocasino.com"  

"You have played in a way that breaks our casino rules and have withdrawn more than 5000 euros playing against our rules. This money was not earned fairly. Please clarify everything with my team by sending them an email" 

All this information is not correct. I tried to contact support via email but in vain. Still didn't get any reply from them. Casino doesn't want to cooperate. I request my deposited money back. Please help me.

Dear irianmariaelena,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your account at DelOro Casino and your difficulties in retrieving your funds.

To better assist you and clarify the situation, could you please provide some additional information on the following points:

• Could you clarify whether you’ve used any other accounts with DelOro Casino or if anyone else might have access to your internet connection or address? This may help us understand the casino’s claim about multiple accounts.
• Were there any previous issues or warnings from the casino regarding your gameplay, deposits, or withdrawals before this incident?
• Can you provide us with any additional communications or documents regarding your account closure or the casino’s actions? This could include emails, chat transcripts, or further details from your conversations with their support team.

We kindly request that you forward any relevant communication to petronela.k@casino.guru, as your cooperation is crucial for us to proceed with this case and assist you in resolving the issue. Without your input, we may not be able to move forward with investigating your complaint.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Sorry I replied 2 days ago and just found that my reply was not submitted unfortunately.

I didn't use any other account for playing with casino. It is not true what they claim.

I was not notified and didn't have any issues before. I was playing with casino sicnce July 2024. I had winnings for 4 time and they were fully paid, even with higher amounts than the last one.

The issue is that the casino doesn't reply to my emails. I already sent to you but there you will find only emails sent by me without replies from casino.

They only replied in chat and I already provided above what they wrote in reply to my questions. Unfortunately I saved only text scripts and not screenshots from the chat.

Thank you very much, irianmariaelena, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you irianmariaelena for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask DelOro Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings withheld.

Thank you!

Hey Peter,

Hope you are doing well! We just sent you an email.

Kind regards,

Del Oro Casino

Dear DelOro Casino representative, I have reviewed the information you have provided and discussed this issue with the team and we have decided that until more tangible evidence is provided the best course of action would be to go through video verification with the player to verify any suspicions of multiple accounts or faked identities. Thank you in advance for your reconsideration!

Dear Peter,

We have reached out to the member a while ago but have not received a response yet.

Kind regards,

Del Oro Casino

Thank you for the update DelOro Casino representative.

Dear irianmariaelena, if you want to access your account and winnings you will need to go through the verification procedure. Thank you for your cooperation!

Dear irianmariaelena,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I got email from casino regarding video meeting. I will contact them back and agree on meeting date.

Thank you.

Thank you for the update, please keep us informed about any new developments. Thank you!

Dear irianmariaelena,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Peter,

Sorry for being late with reply, but due to certain personal circumstances, I was unable to schedule a meeting with casino.

I will contact casino soon and will update you.

The casino has informed us there were multiple attempts at your verification with no response, until you go through your verification I will reject this complaint. Once you have finished it can be reopened again if needed but until then we will not put effort into the resolution complaint. We have tried to help you and you have delayed for almost a month, we can use this time better elsewhere. Thank you for your understanding!

Kind regards,

Peter