DelOro Casino - generelle Diskussion (Seite 25)

And nobody does anything about it?

I think one way to make this casino responsible for what they do to players is to complain to the payment providers, the more complaints they have the better, we can't stand by !

E ninguém faz nada ?

Acho que uma maneira de responsabilizar este casino pelo que fazem aos jogadores é fazer reclamação junto dos provedores de pagamentos, quando mais reclamações tiverem melhor, não podemos ficar parados !

My case is different from yours but I know that I didn't play and I am resorting to all possible options, I know that it will be very impossible to recover any amount but they have to be held responsible, especially with another casino in their management.

This is to protect all the players who are "cheated" by the reputation that this casino has here and elsewhere!

O meu caso é diferente do teu mas eu sei que não fui eu a jogar e estou a recorrer a todas as opções possíveis, sei que será muito impossível recuperar qualquer quantia mas eles tem que ser responsabilizados, ainda por cima havendo outro casino na gestão deles.

Isto protegendo todos os jogadores que são "enganados" pela reputação que este casino tem aqui como em outros lugares !

I noticed that user noamenbachar has deleted his posts and his problem has been solved, as far as I can see from the link to his complaint.

Another one who got carried away by the worthless deals of this fraudulent casino!

Anyway

........

Reparei que user noamenbachar eliminou as publicações e o problema dele foi resolvido, pelo que vejo no link da reclamação que ele fez.

Mais um que se deixou levar pelos acordos que não valem nada deste casino fraudulento !

Enfim

........

Könnten Sie bitte aufhören, Kommentare abzugeben, die nichts mit Ihnen zu tun haben?

Wenn Sie das Forum weiterhin überfluten, werde ich Ihre Beiträge löschen und Ihr Konto sperren. Zu Ihrer Beschwerde wurde bereits alles gesagt, und es ist völlig unfair, die Situation anderer Leute zu nutzen, um diesen Thread mit Ihren Meinungen zu füllen.

Ich hoffe, Sie können das auch sehen. Und es tut mir leid, dass Sie immer noch voll davon sind.

Okay 😉

Man sollte sich wirklich über Casinos wie Deloro informieren, bevor man dort spielt. Dann könnten nicht so viele Spieler betrogen werden.

Warnung! Ich habe gerade zwei Einzahlungen bei Del Oro getätigt, und nun behaupten sie, die Zahlungen seien nicht von ihnen. Ich habe über deren Zahlungsschnittstelle auf ihrer Website eingezahlt. Es war eindeutig eine Einzahlung an sie. Meiner Meinung nach haben sie mein Geld gestohlen.

It's a big scam, don't play at this casino..

Είναι μεγάλη απατεώνεσ μην παίζεις σε αυτό το καζίνο..

Who suffered from this dishonest Casino?

They blocked it, saying that Ukrainians can't play, even though that's not in the paragraph!

Now they write, referring to point 2.3.2 of the rules, in one word, they are real scammers.

Кто пострадал от этого непорядочного Казино??

Заблокировали мол Украинцам играть нельзя, хотя в п.п этого нет!

Теперь пишут сославшись на пункт правил 2.3.2 одним словом самые настоящие Мошенники.

Soweit ich das sehe, ist die Ukraine unseren Informationen zufolge tatsächlich kein eingeschränktes Land. 🤔

Unser Beschwerdeteam wird sich Ihren Fall so schnell wie möglich ansehen, und wir hoffen, Ihnen helfen zu können.

Darf ich fragen, wie lange Sie schon in diesem Casino spielen?

They shouldn't even mention the rules because the rules are badly made, there are different rules for each language.

Eles nem deviam mencionar as regras pois as regras estão mal feitas, para cada idioma existe regras diferentes.

Romi, I thank you for your understanding.

The situation is truly outrageous on their part. I got a 5000x multiplier on a $0.10 bet. Perhaps it pissed them off that I so accidentally guessed the slot game. You see, they wrote to me that, according to rule 2.3.2, they can cancel winnings whenever they want. How can I even understand that?

I didn't do anything wrong there, they're pure SCAMMERS! At least that's how they act.

I will now provide their response to me on December 14, 2025 below.

Answer below 👇👇👇👇👇👇

Dear Alexander,

Thank you for your detailed message. We have carefully reviewed your account, your correspondence with our support team, and the circumstances you described. Below we provide a clear and final clarification of our position.

First, Del Oro Casino does not accept players from Russia or Ukraine. This restriction is based on internal compliance and risk policies implemented due to the ongoing war-related events. We understand this may be frustrating; however, internal policies are binding regardless of a player's personal circumstances or the gambling regulations of their country.

At the initial stage, our team believed you might be a Russian player due to the use of the Russian language in communication. Once you confirmed that you are a Ukrainian citizen, the same restriction applied. This was not an arbitrary decision, nor an attempt to avoid paying winnings, but a compliance requirement.

As a result, any winnings generated on the account are considered void, and the standard and correct procedure in such cases is the return of the deposited amount only. This procedure was communicated to you by our support team.

Additionally, during our review we identified that:

Your sessions were conducted using VPN or locations inconsistent with your declared country, which further complicates jurisdiction and compliance requirements.

Verification (KYC) is precisely the stage at which jurisdiction eligibility is confirmed. Prior to document submission, country restrictions cannot always be technically detected.

Regarding your reference to Heats Casino, please note that while both brands operate under the same corporate umbrella, they are entirely separate platforms, with different administrations, risk policies, operational rules, and compliance decisions. Acceptance of a player on Heats Casino does not imply acceptance on Del Oro Casino, nor does it create any obligation or precedent.

We also draw your attention to Clause 2.3.2 of DelOroCasino.com Terms and Conditions, which explicitly grants the operator the right to suspend or close an account at its sole discretion, including for compliance, risk, or regulatory reasons.

To be absolutely clear:

This decision is not based on your gameplay.

This decision is not based on the fact that you won.

This decision is not fraudulent.

This decision is based on jurisdictional and internal compliance restrictions, which the operator is entitled and obligated to enforce.

We categorically reject the allegation that Del Oro Casino operates fraudulently. We process withdrawals daily for players from accepted jurisdictions, including significant winnings. Your situation is a compliance exception, not a business model.

If you wish, we can proceed with the refund of your original deposit in accordance with our procedures. Please confirm if you would like us to move forward with this process.

This message constitutes our final position on the matter. Further threats or accusations will not alter the outcome, as the decision is policy-driven and compliant with our Terms of Use.

Kind regards,

Del Oro Casino – Compliance Team

Support Team

Del Oro Casino and Sportsbook

Web: www.DelOroCasino.com

Email: Support@DelOroCasino.com



From: Alexander Matrosov < matrosov033@gmail.com >

Sent: Saturday, December 13, 2025 8:08 AM

To: Del Oro Casino Support < support@delorocasino.com >

Subject

Romi, я благодарю вас, за понимание.

Ситуация действительно совсем уж не адекватная с ихней стороны я словил там множитель ×5000 по ставке 0,10$ возможно это их так взбесило, что я так случайно угадал слот игру. Видите ли они мне писали что по пункту правил 2.3.2 они могут онулировать выйграшь когда захотят это вообще как понять.

Я там ни чего не нарушал это чистой воды МОШЕННИКИ! ну как минимум они себя так ведут.

Я ниже сейчас предоставлю ихний ответ мне 14.12.2025

Ответ ниже 👇👇👇👇👇👇

Dear Alexander,

Thank you for your detailed message. We have carefully reviewed your account, your correspondence with our support team, and the circumstances you described. Below we provide a clear and final clarification of our position.

First, Del Oro Casino does not accept players from Russia or Ukraine. This restriction is based on internal compliance and risk policies implemented due to the ongoing war-related events. We understand this may be frustrating; however, internal policies are binding regardless of a player’s personal circumstances or the gambling regulations of their country.

At the initial stage, our team believed you might be a Russian player due to the use of the Russian language in communication. Once you confirmed that you are a Ukrainian citizen, the same restriction applied. This was not an arbitrary decision, nor an attempt to avoid paying winnings, but a compliance requirement.

As a result, any winnings generated on the account are considered void, and the standard and correct procedure in such cases is the return of the deposited amount only. This procedure was communicated to you by our support team.

Additionally, during our review we identified that:

Your sessions were conducted using VPN or locations inconsistent with your declared country, which further complicates jurisdiction and compliance requirements.

Verification (KYC) is precisely the stage at which jurisdiction eligibility is confirmed. Prior to document submission, country restrictions cannot always be technically detected.

Regarding your reference to Heats Casino, please note that while both brands operate under the same corporate umbrella, they are entirely separate platforms, with different administrations, risk policies, operational rules, and compliance decisions. Acceptance of a player on Heats Casino does not imply acceptance on Del Oro Casino, nor does it create any obligation or precedent.

We also draw your attention to Clause 2.3.2 of DelOroCasino.com Terms and Conditions, which explicitly grants the operator the right to suspend or close an account at its sole discretion, including for compliance, risk, or regulatory reasons.

To be absolutely clear:

This decision is not based on your gameplay.

This decision is not based on the fact that you won.

This decision is not fraudulent.

This decision is based on jurisdictional and internal compliance restrictions, which the operator is entitled and obligated to enforce.

We categorically reject the allegation that Del Oro Casino operates fraudulently. We process withdrawals daily for players from accepted jurisdictions, including significant winnings. Your situation is a compliance exception, not a business model.

If you wish, we can proceed with the refund of your original deposit in accordance with our procedures. Please confirm if you would like us to move forward with this process.

This message constitutes our final position on the matter. Further threats or allegations will not alter the outcome, as the decision is policy-driven and compliant with our Terms of Use.

Kind regards,

Del Oro Casino – Compliance Team

       Support Team

Del Oro Casino and Sportsbook

Web: www.DelOroCasino.com

Email: Support@DelOroCasino.com

 

From: Александр Матросов <matrosov033@gmail.com>

Sent: Saturday, December 13, 2025 8:08 AM

To: Del Oro Casino Support <support@delorocasino.com>

Subject

It is not prohibited for Ukrainian citizens to play at that club.

They had been telling me such nonsense even before that.

Та не запрещено, на том клубе играть гражданам Украины.

Они мне ещё до того такую чушь плели.

No, not for very long, I registered with them a couple of days earlier.

But I used to play with their partners and I asked there, both before and after this situation. Ukraine is not included in the banned countries.

Нет не совсем долго, я у них зарегестрировался пару днями раньше.

А вот ранее играл у ихних партнёров и там я спрашивал и до этой ситуации и после Украина не входит в запрещенные страны.

I forgot to add that they demand that I take back my deposit and they will block the account. I told them that while I am solving and looking for a solution to the problem, I am not going to take anything back.

I have all the screenshots, if you need anything, write, I am completely open to dialogue.

I'm right about everything 💯 and I have nothing to fear.

My opinion may be trivial, but I think everything is very simple here.

Under the guise of gambling, this platform is engaged in fraud. Everything is extremely clear: if I lost, the money would be theirs, but since I won, they came up with some kind of incomprehensible scheme to avoid giving the money back, since the deposit was 21.34 USDT and the available withdrawal amount was $785.

Я забыл добавить что они требуют что бы я забрал свой депозит и они заблокируют учётную запись я ответил им что пока я решаю и ищу решения проблемы, ничего я забирать не собираюсь.

У меня есть все скриншоты, если вам что то будет нужно пишите я полностью открыт до диалога.

Я прав на все 💯 и мне нечего боятся

Моё мнение может быть и банально но я считаю что тут всё очень просто

Под видом игорной деятельности данная платформа занимается Мошенничеством, все придельно ясно если бы я проиграл то деньги у них, а так как выйграшь они придумали не пойми что а бы не отдавать деньги ведь депозит был 21,34 USDT а доступная сумма на вывод была 785$

The rules there are standard, and such rules exist in any casino, that’s not the point.

It's understandable when a player uses more than one account, or plays from the same IP address with other players, or uses the same device with other players. In that case, yes, it's a violation, and they could lose their funds for it.

But I am an experienced player and I don’t break any rules.

This casino can be accused of anything.

Там правила стандартные, и такие правила есть в любом казино, суть не в этом.

Можно понять, когда игрок использует не один аккаунт, либо играет с одного айпи адреса с другими игроками, использует одно устройство с другими игроками, в таком случае да это нарушение и за это могли бы лишить средств.

Но я игрок с опытом и не нарушаю какие либо правила.

Данное казино вот так, может обвинить в чём угодно.

Good morning,

I don't agree with what you said, if you analyze the rules you will see that in each language there are different clauses and this immediately shows a lack of transparency from the Deloro casino. For example:

In Portuguese you have :

Clause 1,2,3,4,5

In English you have :

Clausula 1,2,4,5

In Spanish you have:

Clausula 1,4,5

This is not allowed, the rules must be the same for all languages.

Bom dia,

Não concordo com o que disseste, se analisares as regras verás que em cada língua existe cláusulas diferentes e isso demonstra logo uma falta de transparência do casino Deloro. Um exemplo :

Em Português tens :

Clausula 1 ,2,3,4,5

Em Inglês tens :

Clausula 1,2,4,5

Em Espanhol tens:

Clausula 1,4,5

Isso não é permitido, as regras têm ser iguais para todos os idiomas.

Ich möchte Sie allerdings fragen, ob Sie tatsächlich ein VPN benutzt haben, um in diesem Casino zu spielen?

In den Nutzungsbedingungen steht ganz klar, dass das nicht erlaubt ist.

Bitte antworten Sie auch so schnell wie möglich auf Ihre Beschwerde.