DelOro Casino - Player’s refund request was denied.

Sorry if my english is bad. I closed my account here, and i asked them, close it once and for all,permanently. They closed it. Then on 10. 18. date, i asked then to reopen it and they reopen it about 2 minutes. I deposit money three times, and i lost it. I have gaming addiction problems. Then today i closed my account once again, and i asked for refund my deposits, 13 13 and 21 euros. I lost my money becuse they not closed my account permanently and reopened for me.

They declined my refund becuse i only mentioned addiction the last time when i asked my account to be closed. This is true, but the first time i told them to close my account permenantly, and they not closed it that way.

Dear Laosz,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

Please understand that we can assist with refunds only for players who explicitly state that they wish to self-exclude or close their account due to a gambling addiction or problem. If you did not specify this in your initial account closure request, I’m sorry, but from our perspective, you are not eligible for a refund of your lost deposits.

Please let me know if there is anything I might have overlooked, otherwise, this complaint will be closed.

Thank you for your understanding.

Best regards

Veronika

As i mentioned, first time i want to close my account once and for all, and no, i didnt mentioned the addiction when first i want to close it

Thank you for your reply. Unfortunately, if you didn’t specify in your initial account closure request that you wished to self-exclude due to gambling addiction, we’re unable to continue the investigation and request a refund of your lost deposits. Please understand that, at Casino Guru, we follow a clear process for mediating self-exclusion cases before approaching the casino for refunds.

To proceed, we first require proof that the player clearly informed the casino about their gambling addiction and requested account closure, yet the casino failed to act appropriately. In your case, since your initial request did not mention difficulty controlling your gambling, the casino simply closed your account without flagging you as a problem gambler. This flag was applied only after your second account closure request.

We understand how frustrating and disappointing this situation is. However, as mediators, we are limited in our actions without the necessary evidence to approach the casino and show that an oversight occurred on their part.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

Casino Guru