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Losing significant amount of money due to ignoring emails of self exclusion and gambling addiction! Please help me to refund my deposits back! The casino completely ignored my messages to deactivate my account forever and in that way I have lost my money in the most unfair and brutal method!

Dear plamen92,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

2.3.3. To avoid human error we ask that players with gambling addiction to self exclude in the account settings. Players can select different self exclusions periods. We do not take responsibility of the human error of support agents in handling the closure of accounts. We also do not handle gambling addiction tickets through our ticket system as it is not our primary source of communication. You may email us at support@delorocasino.com or access us through our 24/7 live support. Please confirm a response from our team that your account has been closed. 

Do I understand correctly that you still have access to your casino account? Could you please confirm that you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

I forwarded to you the account closure request at the given mail you have provided to me. I have also requested many times during the past one month to their live support chat my account to be closed because I have gambling addiction problem and this is the most important thing for me they must do. Every time my requests were ignored. Upon another request to deactivate my account due to gambling addiction they completely removed the live chat option for me and in that way I lost significant amount of money. I have gambling ban in my country and according to Bulgarian legislation I cannot play anywhere. I am sick and I am searching for help in institutions for my problem! Till today they continue sending me adverts to make another deposits!!! The one thing I want is just my deposited money that were taken by unfair way to be refund. Otherwise I will sue them and seek my rights in the court!

Hello,

They continue to send me mails for making deposits everyday!!!! What's happening?Please help to be stopped this harassment!!!

Thank you for your reply, plamen92. Can you please forward all self-exclusion requests you've ever sent to the casino as attachments to my email address (kristina.s@casino.guru)? I need to see the sender's and the recipient's email addresses, the date when the requests were sent, and the message. Thank you.

Hello,

I have sent to you the mails as an attached file.

Thank you very much, plamen92, for your cooperation. 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 plamen92,

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

Hello Michal,

I sent to Kristina all the relevant evidence of their neglecting policy, as well as screenshots of their forcing marketing ads everyday. They continue to harass me by sending me marketing ads every day for a deposit, despite the fact that I am a gambling addict and have sent them dozens of emails asking to close my account. I lost €2995 due to their neglect of this extremely serious problem. This is a criminal act on their part and I ask for help to recover these funds.

Hello,

We have sent an email regarding this case.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for the email. However, can you comment on the fact that the user is still receiving promotional offers even after the account closure?

Hello Michal

The harassment with their aggressive marketing emails continue till these recent days! I have sent everything to Kristina. I guess she have forwarded you everything. They have closed my account when I have made an official complaint to you! Months later after I alerted them! They just ignored my emails trampling all terms and policies issuing gambling addiction problem! As a result of their inhuman ignoring policy against that serious issue I have suffered serious financial loss! This couldn't happen if they had taken into account my wish and my human right my profile to be closed immediately!

Kind regards!

Hello Michal,

Hope you are doing well.

All of our emails have an option to Opt-out in case they choose to do so. We have manually put him on an opt out list so he will not be getting our promotional emails.

Kind regards,

Del Oro Casino

Dear plamen92,

I would like to inform you that, based on the evidence available for review, it appears that only two emails were sent to the casino. The first, dated March 23rd, did not include any mention of a gambling problem. The second email, dated April 12th, did reference a gambling issue, and your account was closed on the same day.

Unfortunately, the additional emails you provided cannot be considered reliable evidence, as they either lack a timestamp or were submitted in inconsistent formats, making it difficult to verify their authenticity. Please understand that this is not an accusation of falsification; however, in today's digital environment, emails can be easily altered, and we must adhere to strict verification standards.

Given that your account was closed promptly upon receipt of a properly formatted self-exclusion request mentioning a gambling problem, we regret to inform you that a refund is not applicable in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.