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Hello dear Guru Team, hello Deloro Casino Team.

On September 27, 2024, I contacted live chat and informed them that I suffer from gambling addiction and, because of this, my account should be closed. The live chat staff locked my account, but I was unable to control myself even though I suffer heavily from gambling addiction. I asked live chat if they could reopen my account. After a few questions like whether I suffer from gambling addiction or not, they reopened my account within a few minutes.

If someone excludes themselves due to gambling addiction, the casino should never allow the player back in, as the player is sick and unable to recognize reality.

I lost about 6000 Euros without being able to cash out once.

I am asking for help to get my money back, thank you!

Hallo liebes Guru Team, hallo deloro Casino Team.

Am 27.09.2024 habe ich live chat kontaktiert und geschrieben das ich unter Spielsucht leide und mein Konto soll dasswegen geschlossen sein.Live chat hat mein Konto gesperrt, doch dann konnte ich mich nicht beherschen obwohl ich an Spielsucht sehr leide, live chat gefragt ob die mein konto wieder őffnen kőnnen, nach paar Fragen wie leiden Sie an Spielsucht oder nicht...haben Sie mein Konto in paar Minuten wieder geőffnet.

Wenn man wegen Spielsucht sich ausschliesst darf das Casino nie den Spieler wieder reinlassen, da der Spieler erkrankt ist und die Realität nicht mehr erkennt.

Hab dadrauf ca.6000 Euro verloren ohne 1x was auszuzahlen.

Ich bitte um Hilfe mir mein Geld zurűckzubekommen danke!

Hello Tuscani090283,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DelOro Casino. Please allow me to ask you a few more question before we would move forward.

• Can you please advise if you did specifically mention gambling addiction to them?
• How long after that did you reopen your account?
• Did you also contact their e-mail support?

Please forward the evidence of requesting for self-exclusion to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello dear Nick,

on Sep 27, 2024 I lost about 2000-3000 euros in the casino since I registered.

I wrote via live chat that I am addicted to gambling and would like my account to be blocked because of this (I will send you a screenshot).

Live chat employee immediately blocked my account.

I did not inform the casino by email, and after several requests the casino did not provide me with the email address (it was simply ignored, as you can see in the chat history). (The casino will have to provide you with the entire chat history.)

A few days after I had myself blocked specifically because of gambling addiction, I couldn't control myself and wrote to the live chat to ask if my account could be reopened. After 3 minutes my account was open again.

Just had to answer a few questions.

The account was then open for about 3 weeks.

Every casino knows that a gambling addict who gets himself banned because of this (gambling addiction) cannot and is not allowed to play at the casino again and the casino is not allowed to unban a player.

After that I was able to carry on playing and lost the amount mentioned (approx. 6000 euros). What's more, the casino repeatedly paid 3 euros or 5 euros into my account via live chat so that I would suffer even more from my uncontrolled illness and lose money.

Yesterday I asked via live chat if I could set a deposit limit, the casino told me that my limit per day was set at 20 euros, then I tried to deposit 100 euros, and the deposit process ran smoothly without any restrictions,

I then submitted a complaint here and, without informing the casino about the complaint, I asked live chat to block my account due to gambling addiction, with the exact same sentence as the first time. Live chat did it again immediately and when I asked live chat to reopen my account, the exact same sentence as the first time, live chat wrote that it was no longer possible and the account remained closed.

So the casino had to act exactly the same way the first time, but they let me back in, which led to extreme personal financial problems for me.

I will send you the screenshots I have via email today.

Thanks Nick!

Greetings,

Tuscani090283

Hallo lieber Nick,

am 27 Sep.2024 habe ich ca.2000-3000 Euro verloren in dem Casino seit dem ich regestriert war.

Per live chat habe ich geschrieben das ich Spielsűchtig bin und mőchte dass mein Konto dasswegen gesperrt wird ( screenshot sende ich dir.)

Live chat Mitarbeiterin hat mein Konto sofort gesperrt.

Per Email habe ich das Casino nicht informiert, das Casino hat nach mehreren Anfragen ,mir die Emailadresse nicht zur Verfűgung gestellt ( einfach es ignoriert sight man I'm Chatverlauf ) .( ganzen Chatverlauf wird das Casino dir zur Verfűgung stellen műssen.)

Paar Tage nachdem ich mich ausdrucklich wegen Spielsucht sperren lassen habe, konnte ich mich nicht beherschen und hab live chat angeschrieben ob mein Konto wieder erőffnet werden kann. Nach 3 Minuten war mein Konto wieder offen.

Musste nur paar Fragen beantworten.

Das Konto war dann ca.3 Wochen offen.

Jedes Casino weiss das ein Spielsűchtiger der sich dasswegen ( Spielsucht ) sperren lässt, kann und darf nicht wieder bei dem Casino spielen und das Casino darf einen Spieler nicht mehr entsperren.

Danach konnte ich also weiter spielen und die erwähnte Summe (ca.6000 Euro) verloren, mehr noch,das Casino hat immer wieder per livechat mir einfach mal 3 Euro mal 5 Euro einfach auf mein Konto eingezahlt damit ich noch mehr an meiner unkontrollierter Krankheit leide und Geld verspiele.

Gestern habe ich per livechat gefragt ob ich Einzahlungslimit setzen kann, das Casino hat mir geschrieben das mein Limit Pro Tag auf 20 Euro fest eingestellt ist, dadrauf habe ich probiert einzuzahlen 100 Euro, und Einzahlungsverlauf lief Problemplos ohne einschränkungen,

dadrauf habe ich den Beschwerdeantrag hier gestellt habe und habe gleich ohne das Casino űber die Beschwerde zu informieren, mit dem 1 zu 1 den gleichen Satz wie beim 1 mal, livechat gebeten habe mein Konto wegen Spielsucht zu sperren. Livechat hat das sofort es wieder gemacht und bei der 1 zu 1 gleicher bitte wie beim erstem mal, mein Konto wieder zu erőffnen, schreibt livechat, das es nicht mehr mőglich ist Konto bleibt geschlossen.

Also musste das Casino beim erstem mal genau so handeln, man hat mich aber wieder reingelassen , was zu extremen private finanziellen Problemen bei mir gefűhrt hat.

Screenshots die ich habe,sende ich dir heute per Email.

Danke Nick!

Grűsse,

Tuscani090283

Hello Tuscani090283,

Is there any way to prove when exactly did the live chat conversation which you did forward occur?

Please note that there is specifically given an e-mail address for self-exclusion: https://delorocasino.com/page/Responsible_gaming_policy/

Contact them as soon as possible and please forward the above requested evidence.

Best regards,

Nick

Hello Nick,

I sent the request to the casino yesterday and added you to the email distribution list.

To date, the casino has not responded.

Vg,

Tuscani090283

Hallo Nick,

ich habe die bitte an das Casino gestern gesendet, dich in den email verteiler zugefűgt.

Bis heute hat das Casino draughts nicht reagiert.

Vg,

Tuscani090283

Hello Tuscani090283,

You did not request for self-exclusion in the e-mail neither mentioned gambling addiction.

Please contact them again and request for it properly.

Regards,

Nick

Hello Nick, my account is closed due to gambling addiction and will never be opened, this was confirmed to me via live chat after I had my account blocked due to gambling addiction via live chat.

Only when I made the first request via live chat regarding gambling addiction did live chat let me back in even though I mentioned gambling addiction.

Hallo Nick, mein Konto ist wegen Spielsucht geschlossen und wird nie aufgemacht , das hat mir livechat bestätigt nachdem ich per livechat wegen Spielsucht mein Konto sperren lassen habe.

Nur bei erster gleicher wegen Spielsucht anfrage per livechat hat livechat mich wieder reingelassen obwohl ich Spielsucht angeschprochen habe.

Hello Nick,

If you follow my live chat you will see that I asked for my account to be blocked due to gambling addiction. The casino did this but then opened an account again where I lost a lot of money through uncontrolled gambling. Then I asked again via live chat for my account to be blocked due to gambling addiction. This time the casino reacted correctly and blocked my account permanently due to gambling addiction. After I asked whether my account should be opened, live chat said there was no possibility of reopening it due to gambling addiction. The casino should have reacted immediately when gambling addiction was first mentioned, but the casino opened an account and only then did the casino react properly. I am therefore demanding back the money I deposited from the day I mentioned gambling addiction and my account was supposed to be blocked.

Vg,

Tuscani090283

Hallo Nick,

wenn Sie mein livechat verfolgen seven Sie das ich gebeten habe mein Konto wegen Spielsucht zu sperren, dies hat das Casino gemacht, aber dann wieder Konto aufgemacht, wo ich viel Geld durch unkontrolirte Spielsucht verspielt habe. Dann habe ich nochmal per livechat drum gebeten wegen Spielsucht mein konto zu sperren, dieses mal hat Casino richtig reagiert und hat mein Konto unwiederruflich wegen Spielsucht gesperrt , nach eine Anfrage ob mein Konto aufgemacht wird sagt livechat keine mőglichkeit auf wiederöffnung wegen Spielsucht.Das Casino hätte bei erster Spielsucht erwãhnung so sofort reagieren műssen, doch das Casino hat Konto aufgemacht und erst nachdem ca 6000 Euro durch unkontrolliertes Spielsucht verspielt worden ist, erst dann hat das Casino Ordnungsgemäs reagiert, daher fordere ich mein eingezahltes Geld ab dem Tag wo ich Spielsucht erwähnt habe und mein Konto gesperrt werden sollte zurűck.

Vg,

Tuscani090283

Hello Tuscani090283,

I understand that you mentioned your gambling addiction to the casino via live chat. To proceed with further communication, we’ll need to verify the exact date of that chat as evidence. This timestamp is essential, as it will allow us to support your statement.

If possible, could you provide evidence of the chat with the date? A screenshot from your phone showing the date would work, or, if you requested the chat transcript to be sent to your email, please forward it to my address.

I look forward to your response.

Best regards,

Nick

Hello,

My account is locked and I cannot access live chat history, have you contacted the casino and asked for live chat history? Live chat does not publicly provide players with the date or time of chat history, so the casino must provide the data accurately and should have it at its disposal.

Please contact the casino and ask for the full chat history with dates and times.

You are welcome to invite the casino here too so that everything is clearer.

Greetings,

Tuscani090283

Hallo,

mein Konto ist gesperrt und ich kann auf livechat Verlauf nicht zugreifen, haben Sie Kontakt mit dem Casino aufgenommen und nach Livechatverlauf gefragt? Livechat bietet öffentlich für die Spieler kein Datum oder Zeit im Chatverlauf, daher muss das Casino die Daten genau vorlegen und soll über diese Verfügen.

Bitte nehmen Sie mit dem Casino Kontakt und bitten Sie nach dem vollem Chatverlauf mit Datum und Zeiten.

Gerne können Sie das Casino auch hier rein einladen damit alles übersichtliger ist.

Grüsse,

Tuscani090283

From my screenshots of the live chat that I sent you Nick by email a week ago, you can see that the casino's live chat software does not provide any date or time for the players. Therefore, you should ask the casino directly to provide you with this information.

Greeting,

Tuscani090283

Aus meinen screenshots vom livechat die ich Ihnen Nick per Email bereits vor Woche gesendet habe , können Sie erkennen das Livechat Software vom Casino, kein Datum und keine Uhrzeit angibt fűr die Spieler.Daher soll man direkt das Casino drum bitten, das man diese Information zur Verfűgung bekommt.

Gruss,

Tuscani090283

Hello Tuscani090283,

Would it be also possible to forward the communication with the casino on based which they reopen your account to nikolas.b@casino.guru?

Looking forward to your respond.

Regards,

Nick

Hello Nick,

The casino won't let me open my account. The casino has live chat history, so I ask you to invite the casino here or ask the casino to send you the live chat history.

As I wrote, after I requested to open the account, the live chat said it was not possible because I had my account blocked via live chat due to gambling addiction.

But the first time I had my account blocked via live chat because of gambling addiction, the casino let me back in, after which I lost 6000 euros because of uncontrolled addictive behavior.

I forwarded the screenshots that I was able to take to you, Nick, via email at the beginning of the complaint. The casino has saved all other live chat evidence and must make it available upon request.

Best regards,

Tuscani090283

Hallo Nick,

das Casino lässt mein Konto nicht öffnen. Das Casino hat Live Chat Verlauf, daher bitte ich Sie das Casino hier mit einzuladen, bzw.das Casino zu bitten Live Chat verlauf an Sie zu senden.

Wie geschrieben, nach meiner Anfrage das Konto zu öffnen schrieb der Live Chat es ist nicht Möglich da ich wegen Spielsucht mein Konto per Livechat sperren lassen habe.

Doch beim ersten mal wo ich es per Livechat wegen Spielsucht per Livechat mein Konto sperren gelassen habe, hat das Casino mich wieder reingelassen , danach habe ich 6000 Euro wegen unkontrolliertem Suchtverhalten verloren.

Die Screenshorts die ich noch machen konnte habe ich bereits am Anfang der Beschwerde an Sie Nick per Email weitergeleitet.All weitere Live Chat Beweise hat das Casino gespeichert und muss nach Anfrage diese zur Verfügung stellen.

Mit freundlichen Grüssen,

Tuscani090283

Hello Tuscani090283 and thank you for the information provided so far. As we will need further clarification from the casino, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick,

Hello Kubo.

Danke Nick,

Hallo Kubo.

Dear Tuscani090283,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the DelOro Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear DelOro Casino,

Could you please provide the relevant information and your insights regarding this case? Specifically, why was the player's account reopened after it had been closed due to explicitly stated gambling problems?

Thank you in advance for your prompt response.

Best Regards,

Kubo

Hello Kubo,

live chat asked me a few questions after my account was closed due to gambling addiction. Questions like: are you addicted to gambling? If a player asks for his account to be closed forever due to gambling addiction, the casino is never allowed to open the account again. After the second request, after 6000 euros had been lost even though the account should never have been opened, the casino only reacted correctly the second time, so the casino should have reacted after the first blocking, then the account would still be closed and I would not have lost 6000 euros.

Greetings,

Tuscani090283

Hallo Kubo,

live chat hat mir paar Fragen gestellt nachdem mein Konto wegen Spielsucht geschlossen war.Fragen wie: sind Sie Spielsüchtig? Wenn ein Spieler wegen Spielsucht sein Konto bittet für immer zu sperren, darf das Casino das Konto nie mehr aufmachen Punkt.Nach der zweiter Bitte nachdem 6000 Euro verloren waren obwohl das Konto nie geöffnet werden dürfte, erst bei zweitem mal hat das Casino richtig reagiert, so sollte das Casino nach erster Sperre reagieren müssen dann wäre Konto weiter geschlossen und ich hätte 6000 Euro nicht verloren.

Grüsse,

Tuscani090283

Dear All,

Hope everyone is having a great weekend.

We have responded via email.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for your message. I have sent a request for clarification regarding certain events and am currently awaiting your response.

I appreciate your assistance and look forward to hearing from you.

Dear all,

Hope you are having a great week. We have replied via email.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for providing additional materials. I will repeat what I said yesterday in the different complaint thread.

Our stance remains resolute: a self-excluded account should never be reopened when a player has explicitly requested permanent closure due to a gambling problem. While there may be rare cases where reopening an account is considered - such as after several years of self-exclusion - such actions must be managed with extreme care to adhere to responsible gambling practices. This includes implementing a meaningful cool-off period of at least one to two weeks, rather than a single day, and ensuring direct communication with the player to confirm that the decision to reopen is thoughtful, intentional, and not made impulsively.

It is important to recognize that documents signed or questions answered by a player who has previously disclosed a gambling addiction cannot be deemed reliable. Players struggling with addiction may resort to desperate measures to continue gambling, which places a significant duty on the casino to uphold safeguards and prevent further harm. Shifting the responsibility solely onto the player undermines the principles of responsible gambling and compromises the effectiveness of self-exclusion policies.

In this case, the player’s account was reopened just four days after being permanently closed due to a gambling problem they explicitly disclosed. This is entirely unacceptable. The process undertaken by the casino, including a series of inadequate questions posed by a support agent, falls far short of the diligence required in such a sensitive matter and cannot absolve the casino of its responsibility.

For these reasons, I must assert that the player is entitled to a refund for deposits made after their account was improperly reopened. The casino’s failure to adhere to self-exclusion protocols directly enabled this situation, and the responsibility lies with the casino to address the harm caused.

Thank you for your attention to this matter and I look forward to your response.

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.