DelOro Casino - Pelaajan kotiutus viivästyy väärän osoitteen vuoksi.

Hallo, I like to make a complaint on Deloro casino. First of all it took them 6 week before my Documents where approved, it took a review what i made here on casino guru to have my account approved a week later from Delorocasino

Then I made a withdraw after i got approved. The same way i made a deposit with USDT TRC 20 crypto currency

My address

TVU6BGG37C7HouPPVrL858ZXXHLUKEX3EK

A couple days later I saw the withdrawal was sent, but I did not receive anything. I emailed support asking if the withdrawal is sent correctly, they sent me back the Tx hash as proof. I checked the Tx hash to locate where the withdraw go. It is sent to a Binance wallet with USDT on ETH blockchain...

I don't have a Binance account and I did not used ETH blockchain and give them that address.

Now I am in a back and forth that i did not requested that withdraw. I 100% sure i give my address TRC 20 USDT TVU6BGG37C7HouPPVrL858ZXXHLUKEX3EK

To sent here.

Delorocasino claims I provided a ERC20 USDT address this one 0xdAC17F958D2ee523a2206206994597C13D831ec7

But I did not provided that one. I know how to use Crypto currency and I have a Tronlink TRC20 Tron wallet USDT wallet. I dont have a Binance account and i never use ERC20 ETH currency.

So yeah i am stuck now, the last response from Delorocasino is this

Concerning the withdrawal, the transaction has already been completed for the address you provided. Once the cryptocurrency funds are dispatched, we no longer retain control over them. If an incorrect address was entered, it may lead to the loss of funds. Rest assured, the funds have already been sent from our end, as evidenced by the previous screenshots of the transaction.

But i did not provided this wrong address 100%, I dont even have a Binance account where the money was sent to, so it makes no sense

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing.

• Could you please send me a screenshot from your casino profile showing the withdrawal request in question?
• Additionally, have you received any confirmation email from the casino after submitting your withdrawal request, including the transaction details? If so, kindly forward it to veronika.f@casino.guru as well.

These documents will help us verify the situation and proceed accordingly.

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

Best regards

Veronika

Hello Veronika, thank you for the help. I sent all the requested details to the email  veronika.f@casino.guru

Thank you for your email.

Do you have any evidence showing which payment method you selected for your withdrawal request? For example, did you receive any confirmation email from the casino regarding the approval of your withdrawal?

Please note that without evidence from your side regarding the payment method you used, we will not be able to pursue this case further, as the casino claims that a different payment method was provided than the one you state.

Thank you for your understanding.

Hello, unfortunate i dont have anything like that.

I just have the deleted history on the casino account. No email or conformation, i just know they sent it wrong and i did not give that Withdraw adress

Thank you for your reply.

After carefully reviewing all the information, we unfortunately have to reject this complaint.

In cases involving cryptocurrency withdrawals, the responsibility for entering the correct wallet address and selecting the correct blockchain network lies with the player. These transactions are irreversible by design. If an incorrect address or network is entered, the funds cannot be recovered by the casino after they have been dispatched.

Unfortunately, you were unable to provide any evidence proving that you selected a TRC20 address instead of the ERC20 address used for the transaction. Without such evidence from your side, we have no objective basis to dispute the casino’s records.

We understand that this situation is frustrating. However, based on the available evidence, we cannot conclude that the casino acted unfairly or sent the funds to an address different from the one entered in the withdrawal form.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika