DelOro Casino - Player's funds have been confiscated.

This group has taken 1403 euros from me. Apparently, I have a verbally and written agreed promise with someone named Victoria and another named Allison. The agreement states that I would receive 15% of all losses incurred on the same day without requirements. We started off quite well, as every day when I lost, I requested the 15% back and they credited it to my account. But on September 17th, I lost 9350 €, I asked for the 15% refund, which amounts to 1403 €, and Victoria told me that since I was winning this month (September), they wouldn't give it to me. I explained that this wasn’t our agreement; nothing in writing stipulated that if I was up for the month, I wouldn’t receive a refund. It was very clear that it was based on daily losses, and there was never any mention of month-to-date gains affecting it. (By the way, September was the only month I was ahead; I usually lose.)

So after losing a substantial amount of money, they denied me the funds I am entitled to by law and as per my agreement with these two ladies. On the same day, they told me they would remove the 15% daily refund and instead increase my weekly cashback from 8% to 12%. I said OK, but they needed to honor the 15% from the 9,350 € lost before they changed the terms, but they refused. I consider this theft because that money was already mine by our agreement, word, and Victoria's promise. I repeat, the agreement was 15% daily based on daily losses.

By the way, Victoria, on the few occasions I win something, asks me to send her a 'gift' of money for winning.

If you want to close the account, they try to convince you with more false promises that they never fulfill, as evidenced by my experience.

Allison tells me she'll speak with Victoria, but I've been waiting for 18 days and nothing. I told them I would write to Guru about all of this, and it seems like they don't care.

Also, I should mention that I am a VIP player, and on the casino's homepage, it states I should receive a 15% weekly cashback, but now they only give me 12% even after losing about 20,000 € in one week.

When you speak to someone in the chat, it seems like they are all in on it because all the agents say the same thing: not to worry and that I will receive my money, but it's a lie.

Lastly, with the weekly cashback, they always keep some money for themselves and give me less than I'm owed. For example, on October 3rd, I was supposed to receive 983 €, but I only got 955 €. I sent Allison the details of my deposits and withdrawals, and she admitted I was right and credited me the difference. The same happened last week: 200 were missing (it should have been 1,364 € weekly cashback, but they only gave me 1,155 €). As usual, I sent the details, and she credited me the missing amount, but it's clear that if I don't claim it, they keep the money.

These two VIP managers (Victoria and Allison), from what I've gathered, previously worked at Spitfire Casino, a closed casino that was blacklisted for not paying out winnings. I'm not entirely sure, but considering what's happening, it may be true.

Hello canaberto,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOro Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Since when is this agreement active?
• Is there any evidence of your agreement regarding any bonuses?

Please keep in mind that bonuses are a good will of the casino and they may decide whether they give them to a player or not and nobody can force them to do otherwise.

Looking forward to your answer.

Regards,

Nick