DelOro Casino - Das Konto des Spielers wird geschlossen und das Geld wird konfisziert.

Dear Casino Guru Team, after a deposit of over €130 at this casino, my account was blocked without warning. When I inquired, I was repeatedly referred to the email, I was referred to Loro Casino.com. However, I haven't received a response from them for more than four weeks, and the money I deposited is still in this account, which I have no access to. I have repeatedly requested that the casino refund the €130, but to no avail.

The support is terrible, and they don't even try to help me. I'm simply ignored.

liebes Casino Guru Team, nach einer Einzahlung in diesem casino über 130 €. Wurde mein Konto ohne Vorwarnung gesperrt. Auf Nachfragen wurde ich immer wieder auf die Mail, support@deLoro Casino.com verwiesen. Seit mehr als vier Wochen erhalte ich dort jedoch keine Antwort, und ein eingezahltes Geld ist weiterhin auf diesem Konto, auf welches ich keinen Zugriff habe. Ich habe mehrmals dieses Casino aufgefordert, mit die 130 € zu erstatten, jedoch ohne Erfolg.

Der Support ist unterirdisch, und man versucht nicht mal mir zu helfen. Ich werde einfach Ignoriert

Dear lara06,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively, could you please provide answers to the following questions?

• Have you received any specific reason for your account closure from the casino? If so, please forward it to me at veronika.f@casino.guru. If possible, send me a screenshot of the error you see when you try logging into your account as well.
• Did you have any other accounts in this casino in the past?
• Have you passed the full KYC verification?
• Have you made any successful deposits into this casino before?

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,

Veronika

Thanks for the quick reply.

No, I have not received a reason.

No, I didn't.

KYC was passed and I had already made successful deposits and withdrawals.

Danke für die schnelle Antwort.

Nein ich habe keinen Grund erhalten.

Nein hatte ich nicht.

KYC war bestanden ich hatte bereits erfolgreiche ein und Auszahlungen.

Please send me a screenshot of the error you see when you try logging into your account.

Also, kindly forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. Please note that without any evidence from your side, we won't be able to proceed with the investigation of this complaint.

erl.

Thank you for your email. Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Slots primarily from time to time livesoielec

Slots vorrangig ab und zu livesoielec

Thank you very much, lara06, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you lara06 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask DelOro Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hi Peter,

We have sent you an email regarding this case.

Kind regards,

Del Oro Casino

It's nice that you can answer here; you could have done that for me too in the 8 weeks.

Schön, dass sie hier antworten können, dass hätten sie in den 8 Wochen auch mal bei mir tun können.

Thank you for providing me with the evidence DelOro Casino representative.

Dear lara06, after carefully reviewing the evidence provided by the casino, we find that they have presented sufficient and compelling documentation to support their claim regarding your association with multiple accounts. It is important to emphasize that engaging in such activities is strongly discouraged, as it can lead to similar disputes or account-related complications in the future.

Casinos employ advanced detection methods and monitoring systems to identify and prevent such practices, ensuring compliance with their terms and conditions. Given the circumstances and the evidence at hand, we believe the steps taken by the casino are justified and in accordance with their policies. Therefore, we regret to inform you that we must uphold the casino’s decision and formally reject your complaint.

We appreciate your understanding in this matter and encourage you to familiarize yourself with the casino’s rules and guidelines to avoid any similar issues moving forward.

Kind regards,

Peter