DelOro Casino - Player struggles with ineffective self-exclusion and persistent marketing.

Casino doesn't care about gambling responsibility at all . I asked for self exclusion permanently and opting out from all marketing emails but the A*** and J*** ( their titles as cofounders mentioned in the email ) insist sending me emails back and forth offers . Casino slots keep lagging , they asked me to use VPN even it mentioned in your website that VPN is not allowed . 1000's of dead spins and I know very well about RTP and so on but slots keep lagging , kicking you out . Long story short I rejoined the casino because it was really simple by just asking live agent to reopen the account .

I asked again to self exclude me permanently and the live agent start offering me 5% cash back then she went up to 10% cashback and I am still insisting to close my account , self exclude permanently without any option to reopen it again and live agent really shock me by saying once you decide to come back just come to chat and I'll reopen it ... wow !! What a rouge casino ! I really feel bad . I have all screen shot of chatting that show you this casino doesn't care about players at all . They just wanna suck your blood out . I don't believe all these good review casino have .

Dear Braveheart80,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

i forwarded the emails for you on dec 17 .

Hi Braveheart80,

Thank you for the forwarded communication.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings DelOro Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@delorocasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Thank you in advance.

Dear Braveheart80,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.