DelOro Casino - Problemet med hanteringen av spelarens konto fortsätter.

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Dear benja98uc98,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DelOro Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Kindly resend the screenshots from your initial message, as they were unclear and difficult to read. Please share the information to my email at katarina.d@casino.guru.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hello.

Yes, my account was blocked again yesterday as I had to beg.

I have indeed unsubscribed from communications.

My application on September 20 was accepted, but the next day they let me open it again without any problems when I reported that I was a gambling addict.

I sent the self-exclusion request from September 20th to the email address provided, which was accepted, but the next day they reopened my account easily by requesting it in the live chat.

The live chat conversation is not showing up because they don't send the transcript, I hope they do.

I'll be waiting, thank you.

Hola.

Si, mi cuenta fue bloqueada denuevo ayer ya que tuve que suplicar.

Me di de baja en las comunicaciones efectivamente.

Mi solicitud el 20 de septiembre si fue tomada, pero al otro día me dejaron abrirla nuevamente sin problemas cuando yo informe que era ludopata.

Le envié al correo informado la solicitud de autoexcluirme del 20 de septiembre que si fue tomada pero al otro día me reabrieron la cuenta facil solicitándolo en el chat en vivo.

La conversación del chat en vivo no aparece ya que no mandan el transcripción, espero ellos los envíen.

Quedo atento, gracias.

Dear benja98uc98,

thank you for your reply.

When was the last time you were allowed to make a deposit at this casino, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Thank you very much, benja98uc98, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

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 benja98uc98,

I am sorry to hear about your troubles, I will be taking your case again. As the first order of business, I would like to invite the DelOro Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain your point of view? Based on the player’s statements, it appears that despite submitting a valid self-exclusion request on September 20, the account was later reopened with further deposits made.

We would therefore like to ask you to provide us with the player’s deposit history and shed more light on the reasons why the account was reopened after the self-exclusion request was accepted. Additionally, please ensure that the player’s account remains permanently closed moving forward.

Thank you in advance for your cooperation and for providing clarification on this matter.

Hey all,

Thanks for your time - we have replied by email.

Kind regards,

Dear casino representative,

thank you for your email, I outlined our position in my response.

I received an offer of $100 USD via email from delorocasino, which is a very low amount compared to how much I was affected by these bad decisions of mine and the casino.

I'm letting you know so you're aware, Martin.

Greetings

Tuve un ofrecimiento de 100 USD por correo electrónico de parte de delorocasino, cifra la cual es demasiado baja a comparación de lo que fui afectado por estás malas decisiones mías y del casino.

Lo informo para que estén al tanto ustedes Martin.

Saludos

Dear benja98uc98,

thank you for letting us know. To update the thread on the current state of events, we believe you are entitled to a refund of all deposits made after 21st of September.

That's good to know... I'm still in contact with them, but their excuse is that I withdrew a lot throughout my history with that casino (which is false because I ended up losing more than $4,000 USD) and they keep offering me $100 USD. I hope we can continue communicating here since there's no willingness to resolve this between us via email.

I am willing to look at offers, but $100 is way too low.

Que bueno saberlo... Sigo en contacto con ellos pero sus excusas son que yo retire harto en toda mi historia con ese casino (es falso porque terminé más de 4.000 USD abajo) y siguen ofreciendome 100 USD, espero continuemos la comunicación por acá ya que no hay voluntad de arreglarlo entre nosotros por correo.

Yo si estoy dispuesto a ver ofertas, pero 100 USD es bajísimo.

Hello all ,

We are waiting the contact from the player.

Dear benja98uc98,

thank you for your continued cooperation. Can you please give us more insight on the current proceedings?

Dear casino representative,

thank you for your response. Can you specify your current position? Have you made a new offer for the player?

Hello.

I have an offer of 175,000 CLP which I still think is low... Can you help me negotiate a bit? They don't want to budge any further, haha. I'm really willing to lower my price since they at least seem very willing to resolve this... But a little more is needed.

I'll be waiting.

Hola estimado.

Tengo una oferta de 175.000 CLP que aún encuentro baja... Me puedes ayudar tu a negociar un poco? No quieren soltar más jajaja yo de verdad estoy dispuesto a bajarme ya que al menos tienen gran voluntad de solucionar esto... Pero un poco más es necesario.

Quedo atento.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear benja98uc98,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin