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

Please forward me the email with the promotional offer at veronika.l@casino.guru. Also, kindly send me your communication with customer support regarding your verification and the bonus cancellation as well as any other evidence that could be relevant to the investigation of your case.

Hi Veronika,

I just forwarded you all necesarry information.

One think, is that i actually claimed this bonus in the promotional section in the casino https://delorocasino.com/promotions

This is a Sunday 60% bonus and I made a deposit on 1st of September and asked the chat for the bonus

Thank you for your emails. Please forward me the documents you sent to the casino for verification after your bonus was forfeited (veronika.l@casino.guru).

Of course,

Sent

Thank you very much, lopezahumad, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 lopezahumad,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite DelOro Casino to join the conversation.

Dear DelOro Casino,

Could you please clarify why the player's verification has not yet been completed? The player has submitted the documents that have been requested from then and I am interested to understand why this has not been deemed sufficient. If there is some information that cannot be shared publicly, please forward it to me including any supporting evidence at michal.k@casino.guru

Dear Michal,

Thank you for your message, we have just sent an email to you.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for your email, I have responded back with some additional questions and am awaiting your reply.

Dear lopezahumad,

Have any of your family or friends an account at DelOro Casino?

Dear Michal,

No i do not

Dear DelOro Casino,

I appreciate your email and have sent a response with a few further questions. I look forward to your reply.

Dear lopezahumad,

Can you please confirm if you made deposits only with any bonus attached or if you made "clear" deposits without bonuses as well?

I made a deposit and received the bonus and started playing at the same day. After I got some winnings, casino just canceled the active bonus after big win.

Dear lopezahumad,

If they have not done so yet, the casino team should reach out to you with information about the steps that need to be taken to resolve the situation. I recommend cooperation with the casino team. Please keep me informed of any developments.

Dear lopezahumad,

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,

Casino contacted me regarding online meeting. We will agree on the date. Thanks.

Dear lopezahumad,

Thank you for the update, I will look forward to the results of the video verification call.

Dear lopezahumad,

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 lopezahumad,

I have been informed by the casino team that they have been attempting to schedule a video verification call with you. However, there has been no response from your side for the past few weeks.

Please understand that your participation in this matter is essential, and it is your duty to engage in the process. Should the casino not receive a response from you before the timer expires,  I will have no choice but to consider this complaint as unjustified and proceed to close it.

Hello,

I contacted casino yesterday and will inform you about the result of meeting.

Dear lopezahumad,  

I appreciate the update. I am eager to see the outcomes of the video verification call.

Dear lopezahumad,

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 lopezahumad,

I have been informed by the casino team that they have scheduled 2 appointments with you to do the video call, but you have not attended them. Please understand that this might be considered a lack of cooperation from your side. In such a case, the casino has the right to close your account for good and not process any transaction.

Please provide a valid reason for your noncooperation in this regard within the next 24 hours. Your failure to provide adequate reasons will result in rejecting this complaint, as it is the players responsibility to fully cooperate in regards to the Know Your Customer (KYC) process.

dear Michal

I was waiting for the first meeting, even contacted casino half an hour before the scheduled time asking on which platform will be the meeting held. I was waiting till scheduled time. I had emergency case and had to leave my home, I even couldn't inform casino about this. Later I replied to casino and explained my reason. The second meeting was not scheduled as I didn't confirm meeting time. Because of my work I am not always available, even now I am working and I just emailed casino asking to meet in the next week.

Dear lopezahumad,

I have received the opposite information from the casino team. A member of the casino team was waiting for you at the scheduled time and even 30 minutes after that, but you did not attend the video meeting at all. It is quite suspicious that you had an "emergency case" almost exactly at the same time as the meeting was scheduled.

While I understand that it is not so easy to schedule a video verification call due to your work and personal life commitments as well as the casino team's availability, that's why it is very important to make any effort to attend the scheduled video call. 

You need to please understand it should be in your own interest to do the video call as soon as possible as it is your responsibility to cooperate with the KYC to receive your winnings. This case has been ongoing for quite a while now and has started to show signs of intentionally delaying the process on your side. Please arrange a video call with the casino team as soon as possible. I strongly suggest taking a day off from work at that time, as you need to be flexible for the casino team as well. Please understand the casino has thousands of customers, so although the casino support team is doing their best to assist each of their customers, their resources are limited.

I am granting you an additional three days to schedule the video call with the casino. Should you not accomplish this within the specified timeframe, I will regrettably have to reject this complaint. Once you complete the KYC process, the complaint may be reopened if necessary; however, until that time, we will not invest further effort into resolving this matter. We have tried to help you, but you have delayed this for over a month, and we believe our resources could be better utilized elsewhere. Thank you for your understanding.

Dear lopezahumad,

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 Michal,

Meeting is scheduled on Thursday at 15:00 Chile time.

Thank you for all your effort.

Regards,

Jaime

Dear lopezahumad,  

Thank you for the update. I look forward to seeing the results of the video verification call.

Dear Michal,

The video meeting with casino representative was held. I am waiting for the email from casino regarding their decision. Hope they will update here also.

Best regards,

Jaime

Dear lopezhumad and casinoguru,

We conducted the video call and the facts presented did not align. It was clear that this user was not the one playing in our casino.

For any other future casino dealing with issues with this player feel free to reach out to us at support@delorocasino.com and we can provide necessary info.

Thank you for your time.

Kind regards,

Del Oro Casino

Thank you for all the information and evidence provided, DelOro Casino Team.

Dear lopezahumad,

After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. Although I understand that you may be relatively new to online gaming and not yet fully familiar with all the processes involved. However, there were significant discrepancies between the facts and the information you provided or not provided during your verification call. As a result, you did not fulfil the necessary criteria to successfully complete the KYC process.

I'm forced to proceed with closing your complaint as rejected. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated unfairly by the casino, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru