DelOro Casino - general discussion (page 8)

Unfortunately, we don't handle complaints regarding this matter, and that is why it was rejected.

I can see though that the casino representative is active now in this thread, so it looks promising.

Don't you think?

Let’s see how promising this is then..

hi. I’m Thomas and you’ve been ignoring my emails for quite some time now, I suspect. I sent you one in particular on July 4th 2024 about wanting a list of withdrawals and deposits. Because you never replied, I filed a complaint against you at the local Data Protection Agency. I can still cancel that if you answer the email and send the transactions I asked for.

Ladies and Gentlemen

Thank you for getting in touch.

The fact is that a limit of 10,000 euros per day, as stated at Casino Guru, should also apply to all players or at least be clearly defined. What you have agreed with other players is not relevant to me - it's about the general terms and conditions.

You were aware of my situation from the beginning and you know that I closed and reopened my account several times due to my gambling addiction. You are also aware that I had a deposit limit, which you recommended to me and which I really appreciated. However, I have to assume that this may have been part of a calculation, because if you had withdrawn €5,000, it would have taken much longer for you to get the money back.

Please know that everything I have withdrawn has been deposited back into you. This has happened to me many times when casinos have delayed their withdrawals. However, in this case I am particularly disappointed because the entire customer service department was aware of my problems and we always communicated in a friendly tone. Now I feel that this friendly and courteous behavior only applies as long as a player is "stupid enough" to ruin themselves financially.

Best regards,

Hello dear Radka,

I'm not sure why I addressed you as a casino employee - it was definitely not intentional.

In my complaint I have answered all the questions you asked me in detail. Perhaps it is actually easier for me to address certain things here in the forum. Nevertheless, I assure you that I will do everything possible to present this matter truthfully. I have also already forwarded the email correspondence.

However, since my account was blocked immediately, I currently have no access to the chat logs. If Del Oro Casino is run professionally, the chat data should still be available for data protection reasons.

I don't know if you saw it, but Del Oro Casino has since posted here in the forum.

Best regards

Hello,

It appears that the translation is probably not very good. The English version of the complaint is a little ambiguous because pronouns are used incorrectly, which could lead to a misinterpretation. We should not concentrate on that.

Yes, I did see the response from the casino representative.

Let me continue with the most crucial aspect: You claimed that you deposited a sizeable amount because you were promised greater withdrawal limits, or perhaps custom withdrawal limits. To be honest, the complaint does not mention any of this. For now, let me be a little more direct:

Could you confirm to me and provide evidence in the complaint that the casino support has suggested a higher, special withdrawal limit to you? Have these new withdrawal limits ultimately been adhered to?

I would definitely rather avoid any potential miscommunications.

Hello Radka,

No, the translation must actually be bad. No, that wasn't what they promised me, and they didn't have to do that.

Your site says that the withdrawal limit at Deloro Casino is 10,000 euros per day and 300,000 euros per month. Based on this information, I assumed this and played normally.

I deposited a total of 12,000 euros at Deloro Casino, knowing that if I win I can withdraw up to 10,000 euros, as stated at Casino Guru.

Now I was lucky enough to win 5,000 euros in one go and wanted to withdraw it all. To my regret, however, I discovered that I could only withdraw 1,000 euros per day. This really annoyed me, as the information at Casino Guru is presented differently.

In the end, I only paid out 1,000 euros twice and unfortunately lost the rest.

If I had been able to withdraw everything, I would have had at least two more weeks to play, as my deposit limit at Deloro was 400 euros a day.

I only get information about where I can play from Casino Guru. If it says that you can withdraw up to 10,000 euros a day, I trust it. Why that is not true is a mystery to me. I feel deceived by that and I think you have been misled too, because I trust your information

As you can see here, it still says 10,000 per day but that doesn't seem to apply, as seen in my case.

Oh, so it is actually a quite different situation. Thank you very much for the explanation!

Let me say that we get these limits from the casino. According to the review, "Last updated: 16 Jul 2024,". Despite this, each player must always consult casino-specific rules upon registration to get an idea of what to expect. Since we have no direct access to the source of information, I suggest you only rely on terms and conditions to avoid similar situations. At least, I'll ask our Data Team about the limits and the values in the review. As I mentioned earlier though, its leader is aware of this case.

The casino's reasonable and equitable explanation serves as the foundation for our strategy of considering complaints about reducing withdrawal limits.

Now I understand why the complaint contains very different information. But still, it holds its value, giving us the opportunity to investigate the circumstances.

Dear Radka,

Please don't take this the wrong way, but I would never deposit into an online casino without checking it out first. I really value Casino Guru and rely on the information I find there.

Of course, I always read the terms and conditions carefully, but with such important statements as the withdrawal limits, I never thought that they might not apply as stated. I hope you understand my concerns, but what is the point of communicating one thing but the terms and conditions ultimately say something different? That seems misleading, or am I wrong?

Thank you for your understanding and effort.

Best regards,

The casino rep seems to be ignoring me as much as their support is, and now the option for live chat is gone too. Top tier stuff.

You know what else comes to mind now? What you could try as well is to write your user review for this casino. This way, everyone can read about your experience there and get somehow warned that something similar might happen there.

Write everything in detail there, though, so it is really understandable for others. And maybe this way you will get some contact from the casino as well, because user reviews are an important part of online casino reviews on our website, and casinos usually care about these opinions.

Here is the link for you in case you would like to go for it.

Tell me, please, what your next step will be.

Hello,

No offense taken, of course.

That is precisely what I am saying.

Naturally, all limits—deposit, wager, bet, winnings, and withdrawals—should be made explicit to prevent such circumstances. Let's figure that out through the complaint.

Although I appreciate the casino representative's response, I feel that it is a little vague considering your specific circumstances and your past experiences at this casino. Perhaps it's just me, though.

I am wishing you a pleasant weekend in advance! Will be back on Monday for you.

What do we say? I am willing to wager that the casino representative will help us all comprehend the approach.

I do not mean to ignore you either, but I hope you realize that I am at the end of my options for comments on this. I'm sorry 🙁

Dear Radka,

It would be extremely problematic for me if I could not rely on the information on your platform.

Casinos often underestimate how much their information can motivate players to play there. Deloro Casino would be doing itself a disservice by not complying with the information provided to you - it could cost many players.

If there was a withdrawal limit of 1,000 euros per day, I wouldn't deposit anything there. What's the point of investing large sums if the withdrawal is so limited?

This may be acceptable for casual players, but a casino can hardly survive with casual users alone.

Best regards

Have a nice weekend

Lol they will not respond. They are a unlicensed casino decieving players. They will not discuss that here in forum, in email or chat.

Ive also seen my chat option been deleted from the casino website.

Its a scam. Still cant understand why casinoguru let them use their logo on their website and even let them respond here like Deloro is a great casino. All weird.

But rest assure there are people working on this problem and soon they will get a official letter. 🙂 😀

Just need to be patience.

But the authority has been noticed. Dutch and the legal department of where they pretend to have a liscense. Let me say this they! did not take it lightly for faking their liscense papers.

@delorocasino see you sooon 😀

Hi again.

As you already saw with our own eyes, the casino representative kindly confirmed that:

Our limit is not 1k/day - we have many VIPs that have no limit, we have many VIPs that have 20k/day it all depends on the user. 

We are a very flexible casino with our limits so if a player requests to raise it, it can be done within 24-48 hours. 

According to the representative's broad statement, we can scarcely give players exact limits. If I'm not mistaken, you were not a new player in any way, so your limits were subject to change - as explained by the rep. Therefore, I would like to see a reasonable scale, for instance, with a maximum withdrawal limit for "whales" high rollers and elite players with special VIP ranks—and a limit for a player who has just registered.

There is no way to "predict" the limits in such situations, as I hope is clear. I'm sorry.

Hello dear Radka,

Unfortunately, I can't entirely share your opinion. With such withdrawal limits, it is usually stated that the payout depends on the VIP level or at least it is defined in another way.

I also don't understand why my review and complaint are not published. I only described my experiences as I had them. Why am I not able to rate the casino? It seems a little suspect. Of course I understand if you want to protect your partners, but I think that Casino Guru could lose trust if it is no longer transparent and fair towards players.

Best regards,

See what I mean 🙂. Partnership says it all... no fair threatment.

Selective answers also from Deloro. Only responds to basic things not substantive about not having a license etc.

Perhaps you should take advantage of the situation that the casino representative is active in this thread and ask questions you would like to know answers to directly. Let's see what we can find out.

What do you say?