DelOro Casino - Pelaajan tili on suljettu.

Hello

I am contacting you regarding a dispute with the online casino Deloro.

I started playing on this casino several months ago. At first, I was losing significant amounts of money, and I even requested an increase to my daily withdrawal limit because the original limit was too low. The casino agreed and increased it.

Later, I was fortunate enough to win around €34,000. I began withdrawing my winnings, but after a few days, the casino froze my account and requested financial verification documents. I provided all the requested documents, and after about ten days, my account was verified, reopened, and I was allowed to continue playing. By that time, I had successfully withdrawn approximately €25,000.

I continued playing with the remaining balance and was again fortunate enough to increase it to around €25,000. However, the very next morning, I received an email informing me that my account had been closed.

This situation came as a complete surprise. My account had already been fully verified, and I had been using the platform for several months without any issues.

they say I have multiple accounts wich completely false

I have always cooperated fully with all verification requests and provided every document asked of me. I am therefore seeking your assistance to understand the reasons behind the closure of my account and to help me recover my legitimate winnings.

thanks

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 problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?
• What types of games did you play to accumulate the most recent winnings you were trying to withdraw?
• Have you used any public device or public network to access your account at DelOro Casino?

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