DelOro Casino - Pelaajan itsensä sulkemispyyntö jätetään huomiotta.

Hi Team,

I've indicated to them that I have a gambling problem and am worried about gambling prior to me depositing as well as after me depositing and earning some money. However; they did whatever in there power for me to deposit more and play more. I have screenshots of them offering me more and more and offering me high RTP claiming at least, and multiple other things to keep on playing. On November 28 2024, I made a support ticket which was never replied to and was closed by then stating I have a gambling problem I'd like a self exclusion forever from your network, however I was able to deposit shortly after which brings us to yesterday. I deposited 1800$ in LTC and somehow ended up winning to $4000. I indicated over live chat that I want a self exclusion for 1 extra day while I wait to withdraw the funds, however they stated they won't do that and also are currently ignoring any attempt for me to self exclude myself forever, even though on multiple occasions I have stated I have a gambling problem. I'd like to request a full payout of the amount that I had asked for an extended self exclusion due to me having a gambling problem and wanting to avoid gambling, that plus my statement of me having a gambling addiction should've been enough to cash me out and self exclude me. I'd like to formally file a complaint, thanks so much Casino Guru's team for everything you do for us.

Dear sati725,

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. 

• How did you communicate with the casino regarding your gambling problem issues?
• Could you please share proof of informing the casino and the casino's responses?
• Was your account ever blocked as a result?
• Is your casino account currently accessible to you?
• Please send supporting evidence to my email at tomas@casino.guru, or post screenshots here.

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

Hi,

I’ll send all the answers in the morning! Thanks!

How did you communicate with the casino regarding your gambling problem issues?

through live chat and ticket system on the site which I’ve sent off supporting evidence to you about!

Could you please share proof of informing the casino and the casino's responses?

yes will do

Was your account ever blocked as a result?

not for a month or more

Is your casino account currently accessible to you?

not anymore sir

Please send supporting evidence to my email at tomas@casino.guru, or post screenshots here.

I’ve sent the email with multiple attachments as well as a final one with proof of my request through their ticketing service which they directly declined. I’m requesting a refund of $2600 exactly! Thanks!

Thanks for the provided information and your patience.

I went over the information you submitted.

• Could you please explain when exactly this interaction with casino support happened? (a date and time if possible)

• When was your account permanently closed?

I am unsure about dates, please give me a few days as I’m leaving to Mexico today!!

Ill get you exact dates and times

Thanks for your reply.

Kindly send me the information as soon as you are able.

I'll await your reply.

Hi,

I will be sending over the documentation within the time frame allotted I have come back from Mexico and am able too thank you for your kind wait tomas.

Hi Tomas,

The ticket I sent in is from November 28 2024. My balance at the time of me asking for a self exclusion and cash out was prior to me losing the money. The messages are from January 12 2025 and 13.

Thank you very much, sati725, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello sati725,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear DelOro Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

I asked for a self exclusion and payout, I asked for it even prior to me playing. They never did any of my requests. I even simply asked to extend it which they wouldn’t do and I stated it was due to gambling issues. They owe me approximately $2600.00 CAD thank you, for your help Michal, and your time.

Dear sati75,

Can you tell me why you didn't use the self-exclusion tool yourself? It should always be available in your account.

I was already self excluded for a few more hours so I asked them to extend it due to these issues. It was the fastest way. What is the casino saying?

Then I asked for it to be done permanently and me cashed out after. As you can see from the screenshots they did anything to avoid me self excluding.

I even asked prior weeks before over the ticket format which I sent photos of. It shows the issues the casino has caused.

Dear sati725,

I would like to ask you one more thing, why didn't you utilize the self-exclusion tool to close your account permanently on the 28th of November, but you chose to contact the casino via the support ticket instead?

I didn’t see an option for that back then, that’s why I contacted support!

They’re still sending me advertisements… even after taking forever to self exclude me and it’s making me gamble.

Dear sati725,

Unfortunately, I am unable to assist you in this case. From the outset, you had the option to self-exclude using the dedicated self-exclusion tool available in your account. However, instead of taking this direct and immediate route, you chose to contact the casino through a ticket system. There was a straightforward option for you to complete the process yourself, but you just didn't utilize it.

Regarding your request to extend your self-exclusion just hours before its expiration, this did not allow the casino sufficient time to process your request. While you expected an immediate response from the casino, you had the ability to self-exclude instantly on your own without waiting for any feedback. We strongly encourage you to use the self-exclusion tool in your account to ensure a permanent self-exclusion if needed.

For these reasons, we must reject this complaint. We appreciate your understanding and regret that we could not be of more assistance in this matter. However, if you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to us.