The player from Germany requests permanent account closure at Del Oro Casino due to gambling addiction. Despite informing the casino, they keep allowing account reopening.
Hello,
Please help me permanently close my account at Del Oro Casino.
They keep allowing me to reopen my account, even though I've told them that I am addicted and that my account should be closed.
Dear alpsko,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DelOro Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Hello Thomas,
Unfortunately, I haven't had any email communication with Deloro Casino. Only via live chat, and unfortunately I didn't take any screenshots there either. I did write to them live that they should close my account forever because I'm extremely addicted to gambling. Then they blocked it. A few days later, I wrote to the live chat to open my account, they sent me a PDF that I had to sign, and then they opened it. The same thing happened here, they knew I was addicted to gambling and that I would deposit again. But without email communication or anything else, I don't think anything can be done about getting my money back?
That's why I'm asking you to at least help me close my Deloro account forever. Because if I were to write to them again now, they would open my account IMMEDIATELY.
Thanks.
Update: No, please don't close the complaint. I tested earlier to see if they would let me open again, and yes, they want to unblock me again after 1 week. Please casino guru, help me!
If you interacted with the casino afterward, have you saved any communication you might share?
Post screenshots here or send the information to my email at tomas@casino.guru
Unfortunately, I didn't take any screenshots of anything here. I usually do that, but I didn't do that here with Del Oro. The messages always took place in live chat, not via email. They always gave me a PDF document that I had to sign, and then immediately reopened the account, after a minute. Unfortunately, I have no proof of that.
Dear Alpsko,
Your account has been closed for quite some time and it will never be reopened. Wishing you all the best!
Kind regards,
Del Oro Casino
Thanks to both parties for the reply.
Dear alpsko,
May we consider the issue resolved?
Dear alpsko,
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 Thomas,
I actually just found the two documents that they gave me to sign. I was also able to log into the account today and take screenshots of the chat history, unbelievable! You can see the date and how I wrote BEFORE that I wanted to close my account forever because of my addiction. They let me deposit money, but after I requested that the account be closed, I'm demanding the money I deposited back!
Only now can the process really start, please do not close it. Where can I send you the evidence?
Could you please give a rough timetable of the events? -> 14 May to 1 July
When did you first ask to be excluded from the casino because of gambling problems? Did you make sure to inform the casino about your gambling problems?
On May 14th I wrote that they should close my account forever because of my gambling addiction.
When was your account closed and reopened? I applied on May 14th, then it was immediately closed and on June 7th I wrote that they should open it and then it was immediately reopened. And then there was another day, on June 21st, when I asked for it to be opened and then they immediately reopened my account.
Did the casino allow you to make deposits that you would like to have refunded? Yes, €2990. Counting from the date I first wrote to them to close my account forever because of my addiction. That means I would like the €2990 refunded. They deliberately took advantage of my addiction and made me deposit.
I have proof, I also have screenshots of my Jeton Wallet, where you can see the date and time with the deposited amount, with the Deloro Casino.
Thank you very much, alpsko, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear alpsko,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
Hello all,
Thank you for bringing this case to our attention. Hope everyone is doing well and had a lovely weekened.
There are some key things to note:
First thing to note is that we did not make anyone deposit and we cannot make someone deposit because it comes from the player.
Secondly, we put Alpsko on a cooloff period to reopen his account and we also, before opening the account, asked the user many questions relating to responsible gaming and did other things to confirm that he was okay with the reopening of his account.
He asked for the reopening a few times and in the end we closed his account for good telling him that he was no longer able to reopen the account on July 1st until the cooloff period was over.
Another thing to note is his previous complaints, he is no novice of opening the account, claiming addiction, closing it, reopening it, and then claiming for funds back.
We asked him multiple times of the reason of closure and he said "to be honest i dont know it anymore, i have so many casino accounts, i just dont remember".
We confirmed with the user in multiple ways if he was okay to gamble and we also put the user on a cool off period.
Statements that came to the user as follows: "I take full responsibility of reopening my account"
We have a very strong legal team in Europe and got them involved in this case as well to proceed further if we can reopen this account.
There is more we would like to add but we can continue this offline.
Can you please provide us with a good email to speak with?
Warm regards,
Del Oro Casino
Hello,
I will answer this. I have only once and JUSTIFY opened a similar complaint with another casino. This is the second time with you and it is completely justified. I ask you, respectfully, you know that I am right. There was no time to think about it. You opened my account immediately after I signed it. And you did it twice. That would be like giving a drug addict a piece of paper and saying sign the document and we will give you your drugs. The addict, in this case me, cannot think rationally because of the addiction. I specifically wrote to you NEVER AGAIN to open my account, but you did it anyway. Because you knew that I was addicted and would deposit again. In every casino, as the gambling code states, after one time "the statement to block the account" is the first and last time. You also continued to send me emails and offers via chat regarding bonuses etc.
My email is: **************
But to be honest, I don't know what your goal is here. What should we clarify privately?
Or what do you say, casino guru?
Hello Casino guru, can you please edit my above post and remove my email? I totally forgot that everyone can then see my email.
Dear alpsko,
No worries, we evaluate every reply before it is publicly published. I would set it as sensitive so it would not be visible to the public. However, since you reached me before the evaluation, I just hid the address.
By the way, the casino team can see your email address right under all of your messages (only them, not the public).
Dear DelOro Casino team,
thank you for your cooperation. May I kindly ask you to provide me with a chronological explanation, including dates, communication, and questions asked, so I can better understand your entire process?
You can forward it to my email address jozef.k@casino.guru.
I don't see the questions I was asked and the answers I gave as a reason to reopen my account. For me that means that Deloro Casino always opens the account if you answer the questions. So addicts would have their accounts reopened every time. A trap that was set and the account was deliberately opened because you knew I would deposit. And please don't forget, you didn't have time to think about it. I beg you, casino guru, don't let me down here.
Hello all,
Thank you for your patience and hope everyone is having a great start to the week. We have contacted Alpsko and will keep the case updated.
Warm regards,
Del Oro Casino
I'm waiting for your opinion Casino guru. Before I talk to Del Oro about it offline, I would like to hear your opinion. Especially since I see that Del Oro Casino contacts players offline every time there is a complaint and tries to offer them an offer that is far too low.
Dear DelOro Casino team,
May I kindly ask you to provide me with a chronological explanation, including dates, communication, and questions asked, so I can better understand your entire process? Be aware that I cannot express sufficient opinion without providing this.
You can forward it to my email address jozef.k@casino.guru.
Hello Joseph,
So far they haven't given me a direct offer.
I only received an email from them saying that we would start a "discussion" as soon as I replied to them via email. I replied to them, but only with the statement that I would not change my opinion and that I was in the right.
So far nothing has come from them.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Why doesn't the casino respond? And the answer always comes at the last minute. I have the impression that the Deloro casino is not making any effort to find a solution.
Is there any update jozef?
Dear Alpsko and Jozef,
Thank you for your patience. Someone from our team have contacted you, Jozef, to clarify the situation at hand.
Warm regards,
Del Oro Casino
Dear alpsko,
I am in direct communication with the casino representative. I will get back to you in the next 7 days with my final decision.