DelOro Casino - Player's account was reopened, leading to losses.

On September 17th, I opened an account at this casino, played, and requested the permanent closure of my account due to gambling addiction (I asked for it not to be reopened even if I requested it).

Today, unable to control the urge to gamble and tempted by the emails I keep receiving, I requested to reopen it. They asked me to sign a document taking responsibility, and the account was reopened. I lost 200 euros.

I explained the situation to the casino and asked for a refund of the deposit, but they said no. Although they acknowledge that I had requested the closure due to gambling addiction on September 17th, they claim that the document I signed releases them from any responsibility.

A gambling addict eager to play would have signed all the documents needed.

Thank you for your time.

Dear juliobit8,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you're facing with the casino and your request for a refund after your account was reopened.

To better understand the situation and assist you further, could you please clarify the following:

• When you initially requested the permanent closure of your account on September 17th, did the casino provide any confirmation of the closure or mention anything regarding a self-exclusion process?
• Can you share the details of the document you signed to reopen your account, including the terms and any clauses that may have released the casino from responsibility?
• How did the casino respond when you asked for the refund after your loss? Did they explain why the refund request was denied, aside from the document you signed?
• Were you aware that, when reopening your account, the casino might consider the signed document as a release of liability, despite your prior request for permanent closure due to gambling addiction?

Your cooperation is crucial for us to proceed with the case and help resolve this issue. Without this detailed information and your input, we won’t be able to move forward effectively in mediating your complaint.

Additionally, considering your history of self-exclusion-related complaints, we highly recommend activating BetBlocker, a tool that can help you control access to gambling sites. BetBlocker is a free, easy-to-use software that blocks access to over 84,000 gambling websites and can be installed in just a few minutes. More information on BetBlocker and our Global Self-Exclusion Initiative can be found here:

Casino.Guru Global Self-Exclusion Initiative

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If you have any relevant communication or documents to share, please feel free to forward them directly to petronela.k@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Petronela

1. No, the casino did not provide me with any confirmation of closure but after a chat conversation, the account was closed and I could no longer access it.
2. I will forward you the email with the text of the document
3. I was told that the account had been reactivated at my request (they asked me questions about my addiction and told me to sign the document)
4. At that point all I could think about was reopening my account and playing. That's all I cared about.

I think you have to keep in mind that a gambling addict is more interested in gambling than anything else. If he has to lie, he will lie, and if he has to sign a document, he will sign it.

In my opinion, if a gambling problem is reported, the casino should not reactivate the account under any circumstances.

Hi juliobit8,

Could you kindly forward the communication related to the closure of your account in September due to a gambling problem?

Thank you for your cooperation.

I have just forwarded you the evidence I have (emails and screenshots of chat conversations). I believe they are sufficient to prove that I requested the account closure for responsible gaming reasons.

Thank you

Thank you very much, juliobit8, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear juliobit8,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the DelOro Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear DelOro Casino,

Could you please provide the relevant information and your insights regarding this case? Specifically, why was the player's account reopened after it had been closed due to explicitly stated gambling problems?

Thank you in advance for your prompt response.

Best Regards,

Kubo

Dear All,

Thank you for your patience, we have responded via email.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for your message. I have replied and am currently awaiting your response.

Thank you for your assistance.

Dear Kubo,

Hope you are doing well.

We have emailed a response.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

I apologize for the delay in my response and thank you for providing the additional documentation.

Our position remains firm that a self-excluded account should not be reopened under any circumstances when a player has explicitly requested permanent closure due to a gambling problem. While there may be rare exceptions - such as when a significant self-exclusion period has elapsed, spanning years - any reopening process must be carefully managed to ensure it aligns with responsible gambling standards. This process should include a meaningful cool-off period of at least one to two weeks, rather than a single day, and involve direct communication with the player to verify that the decision to reopen the account is thoughtful, deliberate, and not the result of a temporary lapse.

Documents signed or questions answered by a player who has previously disclosed a gambling addiction cannot be considered reliable. Players experiencing addiction may take desperate measures to continue gambling, making it the casino’s responsibility to ensure safeguards are in place to prevent further harm. Placing the onus solely on the player contradicts the principles of responsible gambling and renders self-exclusion policies ineffective.

For these reasons, I must maintain the position that the player is eligible for a refund of deposits made after their account was improperly reopened. The casino’s failure to uphold self-exclusion standards has directly contributed to this situation.

Thank you for your attention to this matter. I look forward to your response.