Dear Radka,
Thank you for your feedback as it is much appreciated. To finish this discussion we unblocked his account because he believed to have had some misplayed hands in roulette and we told him to find the date and time so we can contact evolution. In this time he deposited more to play. He understands our policy and that he did not submit KYC.
We appreciate the help and discussion to handle this cordially.
Happy holidays from the Del Oro Casino and Sportsbook Team!
The casino has removed the $250 I won when I achieved the match bonus from my balance without my permission.
I think the casino should have definitely approached this sooner and cancelled the bonus, but I also saw the casino's response and basically you didn't lose any money, which on the other hand is fine.
I believe that the casino will be careful about such cases in the future and so will you if you continue to play here.
Dear Radka,
We completely agree and we now have a different technical solution. We thought and still think that the best solution when it comes to our members is by speaking with them and letting them know the situation so that they feel comfortable but we guess in this case cancelling the bonus would have made the situation much better.
"It is the casino, of all others, that has refused all proposals for compensation. Do you understand that your request is not legally binding?"
We are unsure what compensation he wants. If he lost money while wagering we would have compensated him which most casinos would not do but he won money. The reason that the $250 was removed because that was the bonus money completed during the wager that he already completed and got once. This would have been his second $250 bonus he received.
It isn't a matter of the money it is a matter of fairness to the rest of the community and a matter of principle.
"The casino has removed the $250 I won when I achieved the match bonus from my balance without my permission."
Around 5 days before he completed the wager requirement we told him that we would do this. It was no surprise, but we asked him to cancel it himself instead of us having to do it for him. We also explained that we would compensate him if he lost money which he didn't. His withdrawals were instant and he won a lot of money in our casino and was able to withdraw $1500. Which many casinos I am sure would have given a hard time for this in the beginning.
We have members come into our casino with $10 and leave with $1000 and they are in shock that they were able to withdraw this money because of previous bad experiences they have had. We are an extremely fair casino and we have members that have gone to 1000 other casinos but they come to our casino everyday.
The compensation that is being requested for andandjonnyx is not understood by us.
Best Regards,
Del Oro Casino and Sportsbook Team
I understand your attitude towards this situation. I think it will be best if in the future such a bonus is cancelled and of course with an explanation to avoid any misunderstandings.
Dear Radka,
Thank you for your feedback as it is much appreciated. To finish this discussion we unblocked his account because he believed to have had some misplayed hands in roulette and we told him to find the date and time so we can contact evolution. In this time he deposited more to play. He understands our policy and that he did not submit KYC.
We appreciate the help and discussion to handle this cordially.
Happy holidays from the Del Oro Casino and Sportsbook Team!
I am glad that this case was settled in the end and that you and the player found common ground. I hope everything will be smooth from now on.
Have a nice holiday season. 😊
I have lost $250.00.
Of course, this $250 was not won outright; it was won by risking thousands of dollars in bets.
The fact that I ended up with a positive balance does not excuse the casino for being sloppy and forcing the user to wager thousands of dollars.
Every game in a casino usually has a deductible, and on average the user loses money.
Dear andandjonnyx,
This was already discussed from the beginning that this bonus of $250 would be cancelled but you would not cancel it so we had to just manually remove it. As Radka previously mentioned, maybe removing the bonus from your account in the beginning would have been a better option instead of trying to come to a consensus and proper reasoning between us. We believed that it would be most fair to speak about it beforehand as other members would have been happy that we are discussing it rather than just removing it from their account. Our belief seems to be wrong in your case.
You already redeemed a $250 bonus previously and it was already discussed both in email and in the casinoguru forum that this goes against our policy and was mentioned to you at the start of wagering.
To make a comment to your "forcing the user to wager thousands of dollars", this is not a force. This is clearly labeled in our bonus that contains only few sentences. A wager requirement is a common practice in 100% of the casinos to ensure that people are not just getting free money.
Here is your deposit of $498 and a withdrawal of $1732 including the $250 I withdrew so $1234 withdrew into your bank account.
We hope you have a happy holiday in Japan and let us know if there is further clarification needed. You are always still welcome back into our community 🙂
Best regards,
Del Oro Casino and Sportsbook Team
No, there was no discussion from the beginning.
You initially asked me for a voluntary cancellation.
I was free to cancel or not to cancel.
The casino had the option of accepting my offer of compensation, which they declined.
If you insist that we have been discussing this from the beginning, please publish here the Japanese email you sent to me.
However, the casino initially allowed me to choose not to cancel and receive the bonus, but then claimed that it was a violation of their terms and conditions after I had actually placed several thousand dollars in wagers and received the bonus.
I am furious about this.
Do you understand?
i will say this one more time !
it is the players responsibility to play it is also his responsinility of he cash out .when player check the cashout button from that moment you as casino have responsibility to take care of the players wins and block it to be used .players have not the ability to be patients after playing for hours .lets say you are bank i give you money to save it for me but you put it at the frontdoor outside .this is ecact the same here .i dont care if casino asks documents even if it takes one month as long the money is safe .your responsibility is on zero level .what can we expect from a license worth toilet paper .then i tried to freeze the acount to prevent my self from playing but that also was delayed unfortunatly .i advice players to stay away from casinos who dont block the balance as protection .
Dear Sardapoor1963,
You asked us to remove the block from your account so we did what you requested and then proceeded to have a very long and peaceful conversation with our support. You also proceeded to submit your KYC and you were joined back into the community as you wished.
Not only this, you wished to continue to play and actually asked us to put a deposit limit on your account after losing so you can deposit every day but at limit which we are in the process of setting up for you.
Since this situation seems to be a constant issue of you losing money and then coming to the discussion we have put a block on your account until it is said in this discussion to remove the block and you are well aware that in a casino it is possible to both win and lose money. Using derogatory terms is not something that is necessary nor rewarded in our community. We have an incredible community of members all across the globe that respect and honor the gameplay which we hope you will do also.
As far as Curacao license goes, it is not toilet paper. It is very regulated and it is not easy to acquire.
Best regards,
Del Oro Casino and Sportsbook Team
people who read this know what kind of people operating this site.it is a complete scameverything you ask takes 48 just to make sure you wil not cash out as a gambler.they waited with acount closure adter i lost my money.they will do anything to delay your cash out.yes curacao is a toiletpaper regulation they do nothing .payment .sick and tiered of this criminal behaviour.i could deposit 1000 € and lose while i requested acount closure many times after i lost magicly supprt closed the acount .stay clear from this casino they encourage you to keep deposit and play and are there only for your money.unfortunatly the casino is somewhere were you cant do anything .in my country yoj surely would not get away with this and you would pay all my losses.for me no criminal curacao casinos anymore operated by vulters praying on problem gamblers.thank god you closed the acount but way to late .to dutch players i say this :dont get in here you will not get your money !!!
the casino state the Netherlands as restricted but they encourage the player to use VPN
Okay, I have to step in:
It is not a business standard to reserve players' funds until the withdrawal is carried out. It would be great, but this is, let's say, optional.
I agree it does not suit everyone, but still,
If you don't like it, do not play in such casinos. You are a grown person, so ask for a chat or support before you're fully convinced to play in such a casino; anyone can do that in advance.
Ask how they handle withdrawals and freeze accounts.
Additionally, we consider even 72 hours to be a reasonable time frame to block the account. If you can't hold on for less than 3 days, I suggest you stop playing. Because in many casinos, you will be confronted with the aforementioned setups.
Now that you know that, I hope you will focus on your own responsible and safer gambling approach. This is what matters:
https://casino.guru/problem-gambling-diagnosis
Thank you.
you are wrong .you talking about busnes standart in weak licensees .i have requested many times on malta and gibraltar casinos to freeze acount to protect my wins they all did it immidiatly .one casino i won 9000€ i and she told me that it will take 10 days to go threw verification and cash out so i requested acount block and she applied immidiatly that was on gibraltar license.all curacao casinos most of them have delay tactics just to make sure players dont cash out .they all take advantage of problem gamblers .i have no issue with verification but at least honor a players request to freeze acount.they are very keen to block you if you get mad in thd chat but if you have money in the acount they will not apply that rule.double standart.casinos with no responsible gaming tools should not even exxcist .it depends on the people in the support .some dont care and some are good people who care of the players .i asked the chat many times why she did not close my acount she never responded .at the end she tells me that i make problems for 100€ deposit that i lost .no i lost 5600€ .after all this ,acount is closed they let me deposit 900€ to play it away.how so licensed casino??
" finish this discussion we unblocked his account because he believed to have had some misplayed hands in roulette and we told him to find the date and time so we can contact evolution. In this time he deposited more to play. He understands our policy and that he did not submit KYC."
Dear Radka,
This user Sardapoor1963 repeatedly asked the support to reopen his account to continue betting and then he tries to file a complaint that we do not close accounts. When he was confronted about this complaint he wrote "I will take it down if I am in a good mood". Please understand that these complaints are without substance and we trust that the right thing will be done by removing them.
Here are screenshots of him asking to reopen the account several times.
We believe that once you read the conversation we can move forward and put an end to this back and forth discussion.
Happy holidays and new year!
Thank you,
Del Oro Casino and Sportsbook Management
now i will sue your company for putting very private things in public with out my consent.
can some one explain to me why my complaint about this casino has disapeared?it was my intention to proof that this casino dont care about responsible gaming and that they just switch from opening and closing acount.as they please .if you have balance they tell you to wait 48 hours and other than that they block you instant they did not trap in this because the knew the complaint was opend.
now they are showing them true scam face .they are blocking the live chat and do not replay to emails.i found out they added a checkmark at the verification page to confuse players were if you upload a picture at the support page no checkmark needed just upload .what a thieves.for 2 days they block my withdrawals 5600€ for so called verification but they take 900€ deposits when acount should be closed and with out verification.this casino is fredh here and should be on the blacklist.and one morr thing they flagg the real reviuws on trust pilot to keep the 5 stars wich all are breibed and rewarded with bonuses
I played at the casino and placed bets on this site. I am player500937. Previously, when withdrawing funds, Deloro caused a commission of about 3%. It's a lot, but it's bearable when you win. But once again, when withdrawing instead of $ 700, I received $ 540. 23% less. I contacted the support service and was told that they now charge a withdrawal fee since they pay tax in Russia. Really? A tax for a transaction in cryptocurrency?! In Russia?! 23%?! This is a crazy lie! Don't mess with them, they will take your money and cheat you!!!
Dear Radka,
This user Sardapoor1963 repeatedly asked the support to reopen his account to continue betting and then he tries to file a complaint that we do not close accounts. When he was confronted about this complaint he wrote "I will take it down if I am in a good mood". Please understand that these complaints are without substance and we trust that the right thing will be done by removing them.
Here are screenshots of him asking to reopen the account several times.
We believe that once you read the conversation we can move forward and put an end to this back and forth discussion.
Happy holidays and new year!
Thank you,
Del Oro Casino and Sportsbook Management
Hi, I think there will be an opportunity to comment on the complaint so our team will evaluate everything necessary if you provide them with evidence. We'll see how it all turns out.
Have a nice holiday. 🙂
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
