DelOro Casino - Player’s self-excluded account was reopened leading to losses.

I closed my account for gambling addiction and it was reopened at this casino and this led to loss of 1127.29$ CAD.

requesting my deposits back.

clearly was mentioned in chat about my issues and my account was closed same day on December 26.2023 and it was opened same day or 2 days after

Dear Alprince2001,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with DelOro Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the casino blocked your account after you submitted your self-exclusion request on December 26? Were you unable to log into your account?

Did you ask for your account to be re-opened again a few days later?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

please I need your support and cooperation.

i spent now total of 1965.39$ CAD.

From that total amount there was 80$US AND 125$US deposits. Which will be different rate exchange.

so the total amount in Canadian a bit more that I mentioned.

they closed my account and reopened again for second time. I had cash back in my account and they give and I asked to reopen my account and they did, while clearly mentioned my gambling addiction multiple times in chats and emails.

Now total loss is 2338.49CAD + 205USD

Thank you very much, Alprince2001, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thank you Veronika. I appreciate your support and help.

You can please change the total amount to 2533.29CAD.

the casino agents are in contact with me, they promised to resolve the complaint.

Hello, Alprince2001,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite DelOro Casino's representative to join this conversation and participate in the resolution of this complaint.

In the meantime, I will update the disputed amount of the complaint according to your last information.

Also, in case of any news or progress, feel free to let us know.

Dear DelOro Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to block the account? How is it possible it was reopened so easily?

What is the value of the deposits made by the player at the casino after his account has been blocked and reopened? Is the casino able and willing to refund his deposits made during the time of failed self-exclusion?

If it suits you better, feel free to send the necessary details and/or evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear all,

Sorry for the delay in response, I did not see this until now. I only saw the discussion post about it and this was my reply to it.

The reason his account was reopened was not because we wanted to do so but because he asked multiple times to reopen it. 

He was betting happily, depositing happily, and chatting with our live support happily. We have screenshots of every single message and image sent, post your request for account closure. 

We will not attach the screenshots to preserve privacy of his part but after seeing the screenshots you would agree that it was not our decision to open the account and he wanted to reopen it. 

In addition to reopening, he requested multiple bonuses, free spins, cashback, and the use of other forms of payment methods. 

We understand that gambling addiction can be a problem but if he would have won money, this discussion would never happen. It is unfair to us that 15 days after the request to reopen the account was made, he then request money back. 

This would be equivalent if he won and we blocked his withdrawal because of the request he decided to overturn 15 days previously. We would never do this.

While we are human and do care about protecting our players, it is not only the casino’s responsibility to practice responsible gaming but it is also on the player themselves which we offer resources to speak to and get the help that one might need if it becomes uncontrollable. 

We know our live support had a really nice time getting to know him and really enjoyed speaking with him. We hope everything goes well with him and his future and hope that these losses are not causing a severe impact to you.

If he would like to discuss further offline where we can share screenshots of our chat with him he can do so at support@delorocasino.com. We do not wish to publicize these images online.

Best regards,

Del Oro Casino and Sportsbook Team

It's essential to emphasize the importance of adhering to established guidelines, especially when it comes to responsible gaming practices. The courteous interactions with live support, while appreciated, should not influence decisions that contradict the casino's policy. Gambling addiction is a serious matter, and it's crucial to prioritize the well-being of players by upholding responsible gaming standards. Additionally, the nature of addiction may lead individuals to persistently deposit and play even after multiple account closures. I recommend reiterating your stance on adhering to the policy and urging for a reconsideration of the refund request in light of the established guidelines.

As I mentioned the casino is in direct contact with me. Also I have received a phone call which were discussing the matter and promised for resolution. Which is highly appreciated.

whoever replied here probably just copy the message from the post and pasted it here and not aware of the updates between the casino VIP agent and me.

thank you

Dear all,

Here are messages one of our highly trained customer support managers and the user. We have blocked off any personal information that is kept within the chat history but we do not mind unblocking if identification is in question.

Please note that here you can see that we did not unblock his account by choice, this was asked multiple times by the user.

We have incredible relationships with our members, our payment providers, and anyone else we do business with because we operate with integrity.

We had one of our VIP managers had a phone call conversation with this user discussing to him the situation and the discussing that we were having to decide how we would like to move forward with this situation.

The complaint is not being filed because the account was reopened because looking at these images it was requested multiple times. The complaint is filed because the user reopened the account and then lost money.

We are now requested that every user that would like to reopen the account must sign a contract understanding responsible gaming laws and acknowledges they are okay to continue.

This contract will save future problems from happening.

Best regards,

Del Oro Casino and Sportsbook Team

Dear all,

the account was closed for a specific reason, and the account should not have been reopened if even if the player said yes, if it is was reopened there are procedures for the reopening accounts for previous gambling addiction/ issues signs which a letter of consent should be made and agreed by the player or questionnaire about the gambling, as you mentioned above in your reply "We are now requested that every user that would like to reopen the account must sign a contract understanding responsible gaming laws and acknowledges they are okay to continue"

for the vip manger reply :

thank you.

Thank you, Del Oro Casino Team, for your emails and additional screenshots.

Could you please look at my last email regarding the matter and answer my questions?

Dear Alprince2001,

Is your account still open, or has it already been blocked/self-excluded permanently? Can you still deposit and play at the casino?

Can you please confirm you asked for the reopening, while you regularly asked the casino for better bonuses, and at some point, you even "threatened" the casino that you would close your account if they did not provide it?

Do I understand correctly that you used a self-exclusion as a tool for getting better bonuses, and later for getting your lost deposits back?

To be honest, your behaviour and way of communication with the casino do not show common signs of a gambling-addicted player.

Hello dear,

my account is closed now. And it was closed on Dec 26. 2023 for gambling issues to protect myself.

i did ask to reopen my account after they offered me some promotion. And at the time my account was closed for gambling addiction and I asked to closed permanently. I have never threatened the casino and the most important thing is that the account was closed on December 26 and there was conversation on live chat and decided to give me some promotion and opened my account. I have no idea if they have provided you with December 26/27 conversation.

my account was closed for gambling reasons clearly as attached in the mail and here, if the casino keeps offering promotions & bonuses that’s their way of getting clients.

account closed for such reasons should not be reopened whatsoever or under any circumstances as you well know about that. If the casino or player wants to reopen the account, will be specific criteria to reopen and it wont be reopen just like that in live chat. (See if other licensed casino will reopen and an account was closed for gambling addiction). Then if in that case casino can reopen account easily why should players mention gambling addiction in their accounts closure requests.

my behavior with casino or chat was respectful and nice attitude/ manners has nothing to do with my gambling addiction.

last but not least as I showed you my dear Brainslav my account was closed for gambling addiction clearly and well explained on Dec 26 2023.

I would like to ask you kindly to share with me what the casino sent you (screenshots) so I can understand better.

Thank you for the additional clarification, Alprince2001.

How would you please describe this type of conversation between you and the casino's Live Chat representative?

As I mentioned they kept of giving me promotions and this is just a reaction.

the question is if the account kept closed and the casino adhered to the policy would any of this conversation have happened ?

Thank you for your email, Alprince2001. I understand your point.

However, as I mentioned, there is ongoing communication between me and the casino representative outside of the thread. In one of my previous posts, I asked them to answer my email, and I am waiting for more details regarding the matter.

So, now let's wait for their response. I will set up the timer for the casino.

Thank you Brainslav. your hard work and support is appreciated.

kindly update the disputed amount.

Dear all,

Thank you always for your patience while we try to resolve this complaint as soon as possible. Just to keep everyone aware, information has been sent.

If you would like any additional information or have any questions, Alprince2001, you can always contact us at support@delorocasino.com.

Best regards,

Del Oro Casino and Sportsbook Team

Thank you both for your replies and emails.

Dear DelOro Casino team,

Could you please look at my last email regarding the matter, answer my questions, and provide me with additional details?

Dear Branislav,

Thank you for your email. I have provided a response and look forward to hearing back.

Kind regards,

Del Oro Casino and Sportsbook Team

Greetings all,

I am sorry for the delay.

Dear DelOro Casino Team,

Thank you very much for your emails and the additional files provided.

I carefully reviewed them, and I asked you a few more questions regarding some of the conversations provided, as well as regarding the player's request(s) for closure and reopening.

Feel free to let us know once you answer my last email. Then I will inform you about further proceeding.

Dear all,

We have been extremely busy in the office but have prioritized this case as we believe that fairness for both our players and the company is of importance.

Please see email 🙂

Kind regards,

Del Oro Casino and Sportsbook Team

Hello all,

So, I am back with hot news after having an internal discussion regarding the matter.

Regardless of any of the provided communication between the player and the casino, my team in cooperation with our management basically unanimously agreed that the player’s account shouldn’t have been reopened like this, so they only confirmed our internal policy and attitude that I explained to the casino representative in my first/previous emails.

Once the user informed the casino about his gambling issues and addiction and asked for permanent closure, it should have been taken seriously, and the account should not have been reopened.

Since the casino did not ask for more details regarding the complainant's request before the account was reopened, we cannot confirm the exact reason behind it, while the provided situation description indicates a type of gambling addiction.

Our attitude was also more extensively explained in my email sent to the casino a few minutes ago.

Dear Del Oro Casino and Sportsbook Team,

Based on my email and the above-stated, now our decision is clear and final.

Is the casino please able and willing to reconsider its decision, and refund the player’s deposits lost after the first closure (since the reopening of the account on December 27, 2023)?

Unfortunately, if the casino is not able to follow our recommendation, it will not be possible to close the case as resolved.

Hey all,

Thanks for the information we have responded to your message promptly.

Kind regards,

Del Oro Casino and Sportsbook Team

Dear all,

any updates?

Thank you.

Dear Alprince2001,

There is still ongoing email communication between me and the casino representative. Currently, I am waiting for additional details and a few answers.

To make a long story short, if nothing substantial that could change our attitude is provided by the casino, the decision will remain unchanged, and we will only wait for the information about the reconsideration on the casino's side.

So, let's wait for the casino's response.

Thank you for your patience and understanding.

Hello,

any update?

Dear Alprince2001,

Thank you for your patience, we are gathering information for you and will send the response as soon as we can.

Kind regards,

Del Oro Casino and Sportsbook Team

really !! All this time gathering information!! What information? For me?

I would kindly request to be more transparent about this information, If this information about me. Because the complaint is taking more time and suspicious with all due respect.

thank you

Thank you for letting us know, Del Oro Casino Team. We will wait for your response.

Dear all,

We appreciate the patience of all parties. We have responded and added some more information.

Kind regards,

Del Oro Casino and Sportsbook Team

Thank you for the additional information, DelOro Casino Team.

Dear all,

Just letting you know that after the discussion with the casino representative outside of the thread, this is the update:

• The casino is able and willing to reconsider its decision regarding the user's disputed funds after fulfilling a specific condition on casino.guru's side
• It will very likely not be a problem for us to meet the requirement, but I will have to discuss it with our management since I need its approval/confirmation to fulfil the condition
• The issue should have been discussed at our regular Wednesday meeting, but it was postponed to next week; so, once I have approval from our management, I will inform you directly here

Thank you for your patience and understanding. I will be back on Wednesday next week.

Dear Alprince2001,

Just letting you know that we will meet the casino's requirements on our side without problems, but some additional communication with the casino representative will be needed.

Thank you for your patience and understanding.

Dear DelOro Casino Team,

Please, let's set up the details via Skype.

Dear all,

I have submitted my documents to support@delorocasino.com as requested by the VIP manager, Mr. Jack, to process the refund.

I kindly request that you expedite the process to conclude this matter, as it has taken a considerable amount of time.

Thank you.

Dear all,

It's a beautiful Monday. We are almost at the finish line.

Kind regards,

Del Oro Casino and Sportsbook Team

Dear all,

Documents have been signed and the deal has been done. I think we can put a close to this case. Thank you casinoguru and Alprince2001 for your time. Wishing you all the best.

Kind regards,

Del Oro Casino and Sportsbook

Thank you for the update and confirmation, Del Oro Casino Team.

Dear Alprince2001,

Your disputed deposits should have been refunded. Can you please confirm that?

If the refund was processed and the funds were credited to your payment method, can I consider the matter resolved, or is there anything else I could help you with?

Greetings all,

It is my pleasure to inform you that the complainant confirmed his issue was resolved.

Just to clarify the situation, Alprince2001 - although there was likely a mistake in the agreement, you have received what you lost during the period in question described earlier, while the actual disputed amount was set up like that based on your information.

Anyway, thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint accordingly in our system.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you too, DelOro Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru