The player from Ukraine, who initially had a verified account, faced withdrawal problems after his account reverted to unverified status. Despite numerous attempts, he hadn't received any response via support chat or email from the casino. The player had successfully withdrawn funds in the past and had $315 in his account, $200 of which were his personal deposits. The casino had contacted him and pointed out some of his sports bets were prohibited on their platform. The player attempted to negotiate a refund of his deposits but was unsuccessful. We had concluded that since the casino's main concern was related to sports betting, an area outside of our purview, we could not proceed with the complaint. Despite the player's activities in the casino, the primary issue had been related to sports betting, leading to the closure of the complaint.
DelOro Casino - Player struggles with account re-verification.
Amount: $531
DelOro Casino
Safety Index:HighOther
REJECTED
Case summary
I didn't want to create a complaint. But the casino does not contact me.I do not understand anything. It was an excellent casino with instant payouts. My account was verified on December 31st. Somewhere around January 9th, my account became unverified again. I can't withdraw funds. The support chat initially ignored my requests and then blocked the chat. Nobody responds by email. What's happening? What should I do?
Dear xray200,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have made successful withdrawals before? Have you received any explanation regarding the change in the verification status? Has the casino requested any additional documents?
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,
Kristina
So I successfully withdrew funds before. The casino support service finally contacted me today. They explained that some of my sports bets are prohibited on their platform. They didn't say anything about my game in their casino. So far, I don't know how events will develop. But it's good that the representatives of the casino contacted me. I am now waiting for their answer, what should I do next. The documents are uploaded to my account, but some of them are not verified. Because of this, it is not possible to withdraw funds.
While I was waiting for an answer, I lost part of my balance. They are delaying on purpose. I have $315 left in my account. But today I got a reply from them that they are not going to refund me and my account will be blocked! These are real scammers! I will write complaints about them everywhere! They don't want to refund me the money I won playing in the casino or even my personal deposits! My last two deposits were $100 each. That is, from the sum of $315, exactly $200 are my personal funds! If they do not return at least my deposits, I will never rest!
Dear casino gurus! I want to delete my complaint. Thank you for your help. Together with delorokasino, we reached a common consensus. Now there is no need for this complaint. Thanks again for being you.
DEAR CASINO GURU! Wait and don't close this complaint! These scammers fooled me again! How many times! These scammers promised to refund my last two deposits if I remove the negative reviews about them everywhere! I did, but after that they refused to give me my money back! It's okay, I'll rewrite everything I think about them. And this once again confirms that you cannot have any business or agreements with them! They will deceive everywhere!
Thank you very much for your reply, xray200. Could you please clarify how much funds you currently have in your casino account? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Now I have $315 in my account, $200 of which is my deposit. On the second screen, you can see how they tried to fool me once again. No deals can be made with them! They will always fool you!
Dear xray200,
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.
I apologize, but if the casino specifically pointed out that there was a problem with your sports bets, we are not able to proceed with this complaint. Our forum Casino.guru deals with complaints regarding online casino issues only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
I understand what you wrote! But besides betting on sports, I played online casinos and slots? That's why I filed a complaint!
I understand, but the casino obviously pointed out that they suspected you of engaging in unfair strategies related to your sports bets. We don't think your complaint is unjustified, we simply wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly.
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.
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