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On September 17th, I opened an account at this casino, played, and requested the permanent closure of my account due to gambling addiction (I asked for it not to be reopened even if I requested it).

Today, unable to control the urge to gamble and tempted by the emails I keep receiving, I requested to reopen it. They asked me to sign a document taking responsibility, and the account was reopened. I lost 200 euros.

I explained the situation to the casino and asked for a refund of the deposit, but they said no. Although they acknowledge that I had requested the closure due to gambling addiction on September 17th, they claim that the document I signed releases them from any responsibility.

A gambling addict eager to play would have signed all the documents needed.

Thank you for your time.

El 17 de septiembre abrí una cuenta en este casino, jugué y solicité el cierre permanente de mi cuenta por adicción al juego ( pedí que no se reactivase aunque lo solicitase)

Hoy, incapaz de controlar el impulso por jugar y tentado por los correos que sigo recibiendo, solicité la reapertura, me pidieron que firmase un documento en el que asumía la responsabilidad y se reabrió la cuenta. Perdí 200 euros

He explicado lo sucedido al casino y pedido la devolución del depósito pero me dicen que no. Aunque reconocen que había solicitado el cierre por adicción al juego el 17 de septiembre, dicen que el documento firmado por mí les exime de cualquier responsabilidad.

Un adicto al juego con ganas de jugar hubiera firmado todos los documentos que hiciese falta

gracias por vuestro tiempo

Dear juliobit8,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you're facing with the casino and your request for a refund after your account was reopened.

To better understand the situation and assist you further, could you please clarify the following:

• When you initially requested the permanent closure of your account on September 17th, did the casino provide any confirmation of the closure or mention anything regarding a self-exclusion process?
• Can you share the details of the document you signed to reopen your account, including the terms and any clauses that may have released the casino from responsibility?
• How did the casino respond when you asked for the refund after your loss? Did they explain why the refund request was denied, aside from the document you signed?
• Were you aware that, when reopening your account, the casino might consider the signed document as a release of liability, despite your prior request for permanent closure due to gambling addiction?

Your cooperation is crucial for us to proceed with the case and help resolve this issue. Without this detailed information and your input, we won’t be able to move forward effectively in mediating your complaint.

Additionally, considering your history of self-exclusion-related complaints, we highly recommend activating BetBlocker, a tool that can help you control access to gambling sites. BetBlocker is a free, easy-to-use software that blocks access to over 84,000 gambling websites and can be installed in just a few minutes. More information on BetBlocker and our Global Self-Exclusion Initiative can be found here:

Casino.Guru Global Self-Exclusion Initiative

BetBlocker

If you have any relevant communication or documents to share, please feel free to forward them directly to petronela.k@casino.guru.

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,

Petronela

1. No, the casino did not provide me with any confirmation of closure but after a chat conversation, the account was closed and I could no longer access it.
2. I will forward you the email with the text of the document
3. I was told that the account had been reactivated at my request (they asked me questions about my addiction and told me to sign the document)
4. At that point all I could think about was reopening my account and playing. That's all I cared about.

I think you have to keep in mind that a gambling addict is more interested in gambling than anything else. If he has to lie, he will lie, and if he has to sign a document, he will sign it.

In my opinion, if a gambling problem is reported, the casino should not reactivate the account under any circumstances.

1. No, el casino no me proporcionó ninguna confirmación de cierre pero, tras una conversación en el chat, la cuenta se cerró y ya no podía acceder a ella
2. te reenvío el correo con el texto del documento
3. Me dijeron que la cuenta se había reactivado por mi solicitud ( me hicieron preguntas sobre mi adicción y me mandaron firmar el documento)
4. En ese momento en lo único que pensaba era en reabrir mi cuenta y jugar. Es lo que me importaba.

Creo que hay que tener en cuenta que un adicto al juego busca jugar por encima de cualquier cosa, si hace falta mentir mentirá y si tiene que firmar un documento lo firmará.

En mi opinión, si se trasmite un problema con el juego, el casino no debe reactivar la cuenta bajo ninguna circunstancia

Hi juliobit8,

Could you kindly forward the communication related to the closure of your account in September due to a gambling problem?

Thank you for your cooperation.

I have just forwarded you the evidence I have (emails and screenshots of chat conversations). I believe they are sufficient to prove that I requested the account closure for responsible gaming reasons.

Thank you

Te acabo de reenviar las pruebas que tengo ( correos y captura de las conversaciones por chat). Creo que son suficientes para demostrar que solicité el cierre de la cuenta por motivos de juego responsable.

Gracias

Thank you very much, juliobit8, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear juliobit8,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the DelOro Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear DelOro Casino,

Could you please provide the relevant information and your insights regarding this case? Specifically, why was the player's account reopened after it had been closed due to explicitly stated gambling problems?

Thank you in advance for your prompt response.

Best Regards,

Kubo

Dear All,

Thank you for your patience, we have responded via email.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for your message. I have replied and am currently awaiting your response.

Thank you for your assistance.

Dear Kubo,

Hope you are doing well.

We have emailed a response.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

I apologize for the delay in my response and thank you for providing the additional documentation.

Our position remains firm that a self-excluded account should not be reopened under any circumstances when a player has explicitly requested permanent closure due to a gambling problem. While there may be rare exceptions - such as when a significant self-exclusion period has elapsed, spanning years - any reopening process must be carefully managed to ensure it aligns with responsible gambling standards. This process should include a meaningful cool-off period of at least one to two weeks, rather than a single day, and involve direct communication with the player to verify that the decision to reopen the account is thoughtful, deliberate, and not the result of a temporary lapse.

Documents signed or questions answered by a player who has previously disclosed a gambling addiction cannot be considered reliable. Players experiencing addiction may take desperate measures to continue gambling, making it the casino’s responsibility to ensure safeguards are in place to prevent further harm. Placing the onus solely on the player contradicts the principles of responsible gambling and renders self-exclusion policies ineffective.

For these reasons, I must maintain the position that the player is eligible for a refund of deposits made after their account was improperly reopened. The casino’s failure to uphold self-exclusion standards has directly contributed to this situation.

Thank you for your attention to this matter. I look forward to your response.

Hello Kubo.

I update the case.

A few days ago I received an email from the casino representative offering to settle the complaint for 75 euros, which I rejected, and I conveyed to them my idea of recovering, in full, what belongs to me.

Today the casino asked me to connect to the live chat. When I did, they made me the same offer again and, when I rejected it, instead of self-criticizing their bad behavior, they tried to blame me and accused me of trying to profit from my gambling addiction.

I am surprised that they want to give moral lessons when the vast majority of their complaints are for responsible gambling reasons. They claim to be an honest casino and take advantage of vulnerable players.

Thanks for the help Kubo.

All the best.

Hola Kubo.

Actualizo el caso.

Hace unos días he recibido un correo por parte del representante del casino en el que me ofrece cerrar la queja por 75 euros, los cuales he rechazo, y les trasmito mi idea de recuperar, de manera integra, lo que me pertenece.

Hoy el casino, me pide que me conecte al chat en vivo. Al hacerlo, me vuelven a hacer la misma oferta y, al rechazarla, en lugar de hacer autocrítica de su mala forma de actuar, tratan de culpabilizarme y me acusan de tratar de obtener beneficio de mi ludopatía.

Me sorprende que quieran dar lecciones de moralidad cuando, la gran mayoría de sus quejas son por motivos de juego responsable. Presumen de ser un casino honesto y se aprovechan de los jugadores vulnerables.

Gracias por la ayuda Kubo.

Un saludo.

I keep updating.

The casino representative keeps insisting that I connect to the chat to talk to them.

Yesterday, after a long conversation, I made it clear to them that, from that moment on, any communication would have to be through Casino Guru and that I would not respond to any further emails.

I mention this so that you don't argue that I don't want to hear your offers.

I have already made it clear that I want to receive the 200 euros that I lost due to your negligent account reopening, I am not interested in anything else.

thank you

Sigo actualizando.

El representante del casino, sigue insistiendo en que me conecte al chat para conversar con ellos.

Ayer, tras una larga conversación, les dejé claro que, a partir de ese momento, cualquier comunicación tendría que ser a través de Casino Guru y que no respondería a ningún correo más.

Lo comento para que no argumenten que no quiero escuchar sus ofertas.

Ya dejé claro que quiero recibir los 200 euros que perdí por su negligente reapertura de cuenta, todo lo demás no me interesa.

gracias

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear juliobit8,

Thank you for keeping me updated regarding your case. I appreciate your patience as we continue to address this matter.

Dear DelOro Casino,

Could you please respond to the player's claim? If the player deposited €200 after their account was reopened, they should be eligible for a full refund. Could you please clarify how the €75 refund was calculated in this case?

Thank you for your attention to this matter.

Hello Kubo.

I have reached an agreement with the casino and the money is already in my bank.

you can close the complaint as "resolved".

Thank you very much. Best regards

Hola Kubo.

He llegado a un acuerdo con el casino y el dinero ya está en mi banco.

puedes cerrar la queja como "resuelta".

muchísimas gracias. Un saludo

Dear juliobit8,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo