DelOro Casino - Player's account reopened despite self-exclusion declaration.

Sehr geehrte Damen und Herren,

das Casino öffnet immer wieder meinen Account, obwohl ich angegeben habe, dass ich spielsüchtig bin. Hierdurch ist mir ein finanzieller Schaden in Höhe von 925, 80 €. Ich habe das Casino bereits darum gebeten mir den B>etrag zurückzuerstatten. Jedoch erhalte ich diesbezüglich keine Reaktion. Bitte helfen Sie mir.

Dear eurogalaxy85,

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

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

• When have you registered your account in the casino and when was the first time you requested for it to be closed?
• Was your account reopened on your request or has the casino informed you about the account being reopened on its own?
• Please send me any correspondence you received from the casino regarding your account being closed or reopened. 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

Ich habe Ihnen die entsprechenden Infos via Mail zugesendet.

Could you please clarify if you asked to reopen your account after the 4th of January shortly after the casino informed you your casino account will be closed?

Was your account closed within 24hours as per the casino's email to you?

Erst nach 3 Tagen wurde der Account geschlossen und ich habe die Wiedereröffnung im Chat gefordert.

Der Account wurde dann sofort wiedergeöffnet!

Hi, Tomas! Ich habe noch einmal nachgeschaut. Damit ich Ihnen genauere Daten geben kann.

Das Casino hat mein Account nach 24 Stunden geschlossen. Also ab dem 05.01.23, 10:00 Uhr war es geschlossen.

Am nächsten Tag, sprich am 06.01.24, habe ich im Chat darum gebeten, dass ich wieder Zugang erhalte und dieser wurde dann auch prompt gewährt, was zum finanziellen Verlust führte.

Thank you very much, eurogalaxy85, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you eurogalaxy85 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 was the player's account reopened after self exclusion due to gambling addiction.

Thank you!

Dear Peter,

Thank you for bringing this to our attention, we are always willing to discuss situations relating the players and our casino as we try to provide the best gaming environment for all users and continue are incredible relationship with all of our partners.

I see the account closure request was sent for the 3rd of January which when any user makes this request we allow for a period of 24-48 hours for our compliance team to close the account.

Continuing this request a few hours later he asks on our customer service representatives "Where is my cashback" in which we responded that cashback does not apply to blocked accounts.

And then 2 days later he comes to support and states "reopen my account" with the intention of getting the cashback and more bonuses offered.

Following this, he kept asking for cashback and more of the deposit match bonuses that we offer to members.

The user claims to have lost 924 euros but this is false.

From January 6th the user did not lose 924 euros but rather 173 euros but with this 173 euros 32 of the 173 was bonuses that we gave the user.

So in total the user lost $140 during the account open.

The user has deposited $1117 and withdrew $650 and most of the losses occurred before the request of reopening the account.

If you would like we can share screenshots of transaction history, betting history, and data relating the player.

It seems unfair that the user is requesting 924 euros when in fact the user never lost close to that value before the account closure request let alone after the account closure request.

We understand that gambling addiction can be a problem but it is often the case when they reopen the account to earn as many bonuses as they can, maybe they lose some money, and then they complain to request money back so at the end the user makes even more than they have lost.

In this case the user is requesting around 7x more than what was actually lost.

We really enjoyed having eurogalaxy part of our community and this complaint is a surprise from our end as he seemed to enjoyed the platform throughout the entirety of his gameplay.

We hope that all parties understand and we are always here to clear up any situation that arises. We appreciate the request and hope that the supporting information is enough to shed light on the intentions behind it.

Kind regards,

Del Oro Casino and Sportsbook Team

Thank you for the clarification DelOro Casino representative. I would appreciate if you could provide the supporting evidence to my email.(peter.c@casino.guru) Thank you for your cooperation!

Dear Peter,

Thank you, we had someone in the company reach out to you!

Kind regards,

Del Oro Casino and Sportsbook Team

Thank you for providing the information DelOro Casino representative. With the information given, I can see that the disputed amount is greatly exaggerated and I will update it accordingly when this complaint comes to a resolution. I would like to ask if it was mentioned by the player during the account closure that the reason of this is gambling addiction. Thank you in advance!

Dazu habe ich Ihnen doch die entsprechende Mail zugesendet...

Dear Peter,

Thank you for your investigation which hopefully can be seen that the disputed amount ends up being a net zero.

He did ask to close the account due to a gambling problem the previous night and then the next day responds with "Where is my cashback".

We let him know bonuses are not granted to users that have their accounts closed and then a few days later he asked to reopen it.

It also seems like he was still playing when he wrote the complaint which is bizarre to us.

There is no money really lost during this period of gameplay so there is no real money to be returned.

Asking for all of his deposits back even before account closure request is obviously unreasonable and I think we can all agree with that

Look forward to hearing from you!

Kind regards,

Del Oro Casino and Sportsbook Team

Bereits am 27.12.23 habe ich die Schliessung bis zum 15.03.24 beantragt und auch ausdrücklich erwähnt, dass der Account vorher nicht wieder geöffnet werden soll. Am Mi., 3. Jan., 13:27 habe ich erstmals die Schliessung des Accounts via Mail beantragt mit der Angabe der Spielsucht.

Am selben Tag um ca. 18 uhr habe ich die Mail nochmals auf deutsch verfasst. Hier erhielt ich die Antwort, dass der Account innerhalb von 24 Stunden geschlossen wird. Wenn Sie ehrlich sind geben Sie auch zu oder prüfen nochmals nach, dass ich bereits vor dem 03.01.24 mehrfach im Chat meine Spielsucht erwähnt habe und um die Schliessung gebeten habe. Ich kann mich doch sogar jetzt noch sehenden Auges, einloggen.Obwohl der Account bereits 2mal geschlossen wurde. Weitere Nachweise habe ich an Peter gesendet. Ich verstehe auch nicht warum Sie immer wieder den Cashback erwähnen. Ich habe einige Male nach Cashback verlangt und auch bekommen. Schätzungsweise 3x5€. Aber was hat das eine mit dem Anderen zu tun? Ich fordere ja nicht den Cashback ein, welchen ich verspielt habe. Diesen rechne ich natürlich nicht mit.

Thank you for the clarification. First of all, I would like to ask DelOro Casino representative to close the player's account immediately. The account should not have been reopened in the first place as if a player self-excludes due to a gambling problem they should not be able to reopen the account under any means. Allowing players to cancel self-exclusion is rather immoral and goes against the entire concept of self-exclusion and we are strictly against this practice. Once you confirm the account is locked we can continue to discuss this issue.

Thank you in advance for your cooperation!

Dear Peter,

Thank you for your response, the account is closed.

Kind regards,

Del Oro Casino and Sportsbook Team

Thank you DelOro Casino representative, I would like to ask you if you could please provide me with a deposit and betting history of the player from the 4th of January until the account closure. Thank you in advance for your cooperation!

Dear Peter,

Thank you for your message. We are working towards a response for you.

Kind regards,

Del Oro Casino and Sportsbook Team

So! Wie schaut es aus, bitte?!

Dear eurogalaxy85, I was in contact with the casino representative but due to the international conference both of our teams have attended, I have yet to receive a response. I will update you about any further developments.

I do not understand that. Can't you receive a message from the casino representative in your absence? Please contact the casino representative again.

Dear all,

In light of reaching a conclusion, eurogalaxy85 and our team have taken communication offline and will proceed with closing this case shortly. All of the boxes have been checked and we have come to a mutual understanding. During business hours on Monday, once we conclude with Eurogalaxy85, we may look forward towards the future.

We would like to thank the entire casinoguru team for being honorable and professional throughout the entire process and while the line is very grey in this particular case, it is important that all parties involved feel satisfied with the outcome.

We are a casino and sportsbook of high class and honor, we have given money back to people that have been financially affected due to our commitment to our players and to create an environment of harmony as opposed to chaos. This case to us was never about the money.

We wish you all the best EuroGalaxy85 with your future endeavors and from the communication through this case, we would advise staying away from gambling online. There are many great resources online to help with this.

Kind regards,

Del Oro Casino and Sportsbook Team

Thank you for the DelOro Casino update. I'm glad to hear the issue has been resolved.

Dear eurogalaxy85, I would like to ask you to please confirm that you received your refund and no longer require assistance in the matter. Thank you in advance!

Das vorbildliche Casino hat das Geld soeben auf mein Konto überwiesen. Ich bedanke mich ganz herzlich bei Casino Guru und bei Del Oro Casino. Ich benötige in dieser Angelegenheit keine weitere Unterstützung.

Dear eurogalaxy85,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would also like to mention that from your history at our service you have had multiple gambling addiction self-exclusion complaints. I would advise you to try to find a more reliable long-term solution to your gambling addiction. Furthermore, self-exclusion is supposed to be a prevention tool, not a loophole to gain refunds and therefore an unfair advantage in the casinos. I recommend you use the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter