DelOro Casino Review

The player from Belgium had deposited around 80,000€ to Deloro Casino over the weekend, but the casino claimed they hadn't received it. Although small deposits were accepted promptly, the larger amount remained unaccounted for. Despite daily communication with the casino, the issue was unresolved and the player claimed the casino had acted illegally. We had advised the player to contact his bank for an investigation, and asked for evidence of the transactions. However, the player did not respond within the given timeframe, leaving us unable to further investigate. Consequently, the complaint was rejected.

The player from France had won 4800 euros at Delorocasino, but claimed the winnings had disappeared from their casino account. The player's attempts to contact the casino had been unsuccessful and a casino representative named Sofia had cited a software provider error as the reason for the missing funds. We had reached out to the player for additional information to better understand the situation, but the player had not responded to our messages and questions. As a result, we were unable to investigate further and had to reject this complaint.

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 The player had successfully withdrawn funds in the past and had $315 in his account, $200 of which were his personal deposits.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.

The player from Germany, who had self-identified as having a gambling addiction, had expressed concern that the casino had kept reopening his account, leading to a financial loss of 925.80€. He had reached out for a refund but had received no reply. The casino had disputed the claimed loss amount and had provided evidence of the player's transaction history. After a series of discussions, the casino had agreed to refund the player and closed his account. The player had confirmed receipt of the refund and no longer required further assistance. We had advised the player to seek a long-term solution to his gambling addiction and suggested the use of our Self-Exclusion Assistance Tool. The issue has been resolved successfully.

The player from Kuwait, who had self-excluded due to problem gambling, had his account reopened by the casino shortly after closure, which led to a loss of a significant amount. He requested a refund of his deposits. The Complaints Team, after reviewing the case and considering all the available information and details, concluded that the casino should not have reopened the player's account. The casino, after negotiating with the Complaints Team, agreed to refund the player's deposits. The player later confirmed the receipt of the refund, which resolved the complaint.

The player from the Netherlands had an issue with an online casino, accusing them of having ignored her request to freeze her account while waiting for KYC verification. Despite her efforts to avoid gambling, she had lost all her winnings. She blamed the casino for having neglected responsible gaming norms and demanded a refund of all her deposits. The player claimed to have requested account closure due to her gambling problem but was ignored. After losing her funds, she had managed to deposit an additional €900 which she also lost. The player had expressed dissatisfaction with the casino's handling of responsible gaming and accused them of having operated illegally in the Netherlands. However, we had clarified that the casino had 48 hours to process a self-exclusion request and had acted correctly according to their terms. The player then requested to close her casino.guru account, which we complied with, and the complaint was closed.

The player from Canada had requested self-exclusion from a casino, but despite these requests, continued to receive marketing emails. Furthermore, despite experiencing technical difficulties while playing, he had been advised to use a VPN, which went against the casino's guidelines. Attempts to permanently close the account were met with cashback offers, with the assurance that he could easily reopen the account. We provided guidance on how to properly request self-exclusion and asked for more details, but the player did not respond. Consequently, we had to reject the complaint due to lack of communication from the player's side.