The player from Austria reported that the Baccarat section of the casino had been unexpectedly deactivated, preventing her from placing higher bets, which were rejected despite her winning. She demanded a refund of her missing winnings totaling 450 Euros and claimed that the casino had been unresponsive and unhelpful regarding the situation. The issue remained unresolved as the player did not respond to the Complaints Team's requests for additional information, leading to the rejection of the complaint.
DelOro Casino - Player's winnings are confiscated due to game deactivation.
Amount: €450
DelOro Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello,
First of all, I want to clarify something about this casino. Everything was fine; there were no problems with deposits and withdrawals.
Now let's get to the main issue. I have always played Baccarat on the website, and there were indeed no problems, but suddenly one day the Baccarat section was deactivated, probably by the casino. For no reason?!
No one instructed them to deactivate it. That's what I was told in the chat.
Then I played 3 games where I placed higher bets of 128, 70, and 256 Euros. All 3 were not accepted even though I would have won, but when I played with 16 Euros, it was accepted. Strange, right? Exactly with high stakes and exactly the winning bets were not accepted, resulting in missing winnings.
I took screenshots of the rounds, and I want to make it clear that I was cheated by the casino, and I want a refund of my winnings. This is unacceptable! WHY DID THEY EVEN BLOCK BACCARAT IN THE FIRST PLACE???
It should be exactly 450 Euros to be paid out by the casino, but even after 4 days, they still have not done this. They keep pretending they need to re-explain the incident to me or say they know nothing about it.
I contacted Evolution and received a TICKET ID where it clearly shows that I played the rounds and the bets were not accepted: SD-4376873. Here is the ID ticket number from Evolution.
Automatic translation:
Public
Public
1 month ago
Dear mihaelstnc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Best regards,
Nick
