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