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.