DelOro Casino - Player’s bonus funds have been confiscated.

I Registered in this casino in July and played there a lot.

I had my account verified, and eve made some withdrawals.

On first of September I made a deposit with my skrill account and received 135 EUR bonus. During my gaming activity with the bonus, the casino just removed my active bonus balance, which was 1714 EUR, stating that they are investigating something and reffered me to write and email.

They requested a lot of documents and each time I provided, they requested something else.

Now they are not replying to my emails at all

Dear lopezahumad,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me a screenshot or a link showing the bonus you activated? Do I understand correctly that you have not finished wagering your bonus, when the casino confiscated your active balance and started an investigation?

Which documents have you been asked to provide the casino with?

When was the last time the casino communicated with you and what was it about?

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

Veronika

Hi Veronika,

So this is was 60% bonus for the deposit, I received a promo from the casino and followed the link from the email.

I can Also send you that email.

And yes, I received the bonus and started playing at the same day. After I got some winnings, casino just cunfiscated the bonus uring the wagering, so I was not able to complete wagering.

I've sent them my ID, Proof of address, proof of my Skrill account and proof of the deposit from my skrill. Also the asked me to provide banks statement, which I also sent them, after that, they just not responding to my emails