DelOro Casino - Pelaajan tili aktivoitiin uudelleen vastuuttomasti.

I had a very negative experience with DelOro Casino.

I previously contacted their support and clearly stated that I have a gambling addiction. At that time, my account was blocked.

However, after some time, I requested access again and my account was reactivated without any proper responsible gambling checks or safeguards.

Shortly after reactivation, I lost around 3000 EUR within a few days.

I have since contacted their support multiple times regarding this issue, but I have received no response at all.

Allowing a player who explicitly reported gambling addiction to return without proper checks is highly irresponsible. Ignoring customer complaints makes the situation even worse.

I strongly advise others to be very careful with this casino.

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.

Dear Ramram,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order to better understand your situation and assess the case properly, I would like to ask you a few questions:

• When exactly did you first inform the casino about your gambling addiction and request account closure?
• Could you please share the exact wording of your request?
• How long after the account was blocked did you request it to be reopened?
• Do you have any communication with the casino (emails or chat transcripts) regarding both the closure and reactivation?

If possible, please forward any relevant communication or screenshots to petronela.k@casino.guru, or attach them here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Hello,

Thank you for your response and for looking into my case.

Here are the details:

- I informed the casino about my gambling addiction and requested my account to be blocked several months ago. I do not remember the exact date, but it was not very long ago.

- In my message, I clearly stated that I have a gambling problem / gambling addiction and asked for my account to be blocked.

- My account was blocked, and after some time (approximately several months), I requested it to be reopened. My account was reactivated without any proper responsible gambling checks or safeguards.

- Unfortunately, I do not have all communication saved, but I clearly remember informing them about my gambling addiction.

After reactivation, I lost around 3000 EUR within a few days.

Please let me know if you need any additional information.

Kind regards

Hi Ramram,

Thank you for your reply and for providing additional details.

I understand your situation, however, in cases related to gambling addiction and account closure, it is absolutely essential for us to have supporting evidence of the communication between you and the casino. This includes, in particular, your initial request where you clearly informed the casino about your gambling addiction and asked for the account to be blocked, as well as any confirmation from the casino.

Without such evidence, it becomes very difficult for us to confront the casino and advocate on your behalf, as we need to rely on verifiable communication rather than recollection alone.

Could I kindly ask you to check once more whether you might be able to locate any emails, chat transcripts, or screenshots related to:

• your request for account closure due to gambling addiction, and
• the subsequent reactivation of your account?

Even partial communication can be very helpful in moving this case forward.

If you are able to find anything, please upload it here or send it to petronela.k@casino.guru.

Thank you very much in advance for your cooperation. I truly hope we will be able to assist you further once we have the necessary evidence.

I managed to find one email related to my case.

In this message, I clearly stated that I have a gambling addiction and requested to be blocked.

Please find the screenshot attached.

Kind regar

Hi Ramram,

Thank you for providing the screenshot, it is very helpful.

From what I can see, you clearly informed the casino about your gambling addiction and requested your account to be blocked, which is an important element in cases like this. I can also see that this particular email was sent on 21 March 2026.

Before we proceed further, I would like to kindly ask you a few additional questions to help us better understand the full timeline:

• Did the casino ever respond to this email? If yes, could you please share their reply with us?
• Approximately how many other emails did you send to the casino regarding your gambling addiction and account closure?
• Do you remember the approximate dates (or at least the time period) when those additional emails were sent?

Even approximate dates and partial information can be very helpful for us when confronting the casino.

Thank you.

Hello,

Thank you for your message.

Regarding your questions:

- I do not recall receiving a clear response from the casino to my original email.

- I initially contacted the casino approximately 3–6 months ago, informing them about my gambling addiction and requesting my account to be blocked.

- About one week ago, I contacted the casino again and requested my account to be reactivated. My account was reopened very easily, without any meaningful responsible gambling checks or safeguards.

- Shortly after the reactivation, within a few days, I lost approximately 3000 EUR.

- I also remember that after reactivation, I requested increases to my daily limits, and these were approved without any proper restrictions.

Unfortunately, I no longer have access to the full communication history, as some emails were deleted.

However, I clearly remember informing the casino about my gambling addiction and requesting my account to be blocked.

Please let me know if you need any further details.

Kind regards

Hi Ramram,

Thank you for your reply and for the additional clarification.

• I would like to kindly ask you to consider one important point regarding the timeline. You mentioned that your account may have been closed approximately 3–6 months ago — is it possible that this was not a permanent closure due to gambling addiction, but rather a temporary account closure (for example, for a fixed period such as 6 months)? This distinction is quite important for our assessment.

At the same time, I need to be transparent with you — without clear supporting evidence from that earlier period (emails or confirmations from the casino), it is very difficult for us to confront the casino with the claim that they knowingly reopened an account of a player who had previously reported a gambling addiction. In such cases, the casino can simply state that they did not receive any such request, and without verifiable proof, our ability to advocate on your behalf is limited.

• Lastly, could you please confirm whether your account has now been closed again after you explicitly mentioned your gambling problem recently?

Thank you.

Hello,

Thank you for your message.

To clarify, when I contacted the casino approximately 3–6 months ago, my intention was to stop gambling due to my gambling problem, and I clearly mentioned my gambling addiction when requesting my account to be blocked.

It was not my intention to request only a temporary closure. I wanted to stop playing.

Also, I can confirm that my account has now been closed again after I recently mentioned my gambling problem.

Please let me know if you need any further information.

Kind regard

Dear Ramram,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Ramram,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the DelOro Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a DelOro Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Hello all,

We replied in the email.

Wishing a good day !

Hello,

I would like to clarify that I have not received any email response from the casino.

I have checked my inbox and spam folder, and there is no message from DelOro Casino.

Kind regard

Dear DelOro Casino,

Thank you for your email and the provided evidence.

I would like to ask about the information shared by the player earlier. According to their message, their account was initially closed a few months earlier due to gambling problems.

Is there any evidence regarding this communication or anything related to the player’s account being closed and later reopened?

Thank you very much for your cooperation.

Hello all,

We attached all relevant information in the email.

Wishing a good day.

Dear DelOro Casino,

Thank you very much for your email and your cooperation so far.

However, my question mainly concerned the conversation that allegedly took place 3–6 months ago. The screenshots provided were from March 2026.

Could you please check for any communication from that period?

Additionally, are there any records of the account having been previously closed?