DelOro Casino - A conta do jogador foi reaberta indevidamente.

Hello,

On August 7, 2025, I requested my account to be permanently closed due to gambling addiction. Despite this, on August 10, 2025, the casino reopened my account without my consent.

On August 13, 2025, I asked the casino to reduce my deposit limit to €50. They did not do it. I repeated my request again on August 18, 2025, but once again, they ignored it.

Because of the casino’s failure to respect my responsible gambling requests, I continued to deposit large sums. From August 10 until now, I have deposited €4,770 and only managed to withdraw €2,000, which means a net loss of €2,770.

Additionally, I have clear evidence that the casino representatives tried to manipulate me by offering bonuses instead of solving the complaint, and even suggested that my account would be closed if I submit a complaint. This is unethical and shows that the casino is not acting in a fair and responsible way.

I am asking Casino Guru to review my case and help me get back the difference between my deposits and withdrawals, which is €2,770, as compensation for the casino’s failure to follow responsible gambling policies and my explicit requests.

I have attached multiple screenshots as evidence:

• Proof of my requests to permanently close the account and reduce deposit limits.

• Proof of deposits and withdrawals.

• Proof of chat conversations where the casino offered me bonuses instead of addressing my complaint and even pressured me not to complain.

This situation has caused me serious financial and emotional harm. I kindly ask for your assistance in resolving this matter and ensuring the casino is held accountable for ignoring responsible gambling obligations.

Thank you.

B******* S********

Hello,

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?
• Do you have an access to the live chat transcript, including the dates and times of all communications? Kindly forward them to my email katarina.d@casino.guru.
• According to your initial message requesting the closure of your account, you have not mentioned any gambling problem you may be experiencing. Have you mentioned this condition in any later messages, please?

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

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

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Stay safe.

Dear Casino Guru,

Thank you for your reply. I would like to clarify and provide more information:

• On August 7 I requested my account to be permanently closed.

• Despite this, on August 10 I personally asked the casino to re-open my account. I understand this was my mistake, however, at that moment I had already shown clear signs of gambling addiction and loss of control. A responsible casino should not have re-opened my account under such circumstances.

• From August 13 to 18 I repeatedly asked the casino to set a strict deposit limit of 50 EUR/day and not to remove it even if I request otherwise. Unfortunately, the casino failed to implement this limit in time and continued to ignore my requests.

• During this period, I explicitly mentioned in chats that I had lost my whole salary and that I had no money left. I believe this clearly indicates a gambling problem.

As a result of the casino’s failure to respect responsible gambling rules, I deposited 4,770 EUR and could only withdraw 2,000 EUR, leaving me with 2,770 EUR net losses that could have been avoided if the casino had acted responsibly and applied the limits or respected the initial account closure request.

I am kindly asking Casino Guru to take this evidence into account and help me recover my losses after August 10, when the account was re-opened and when my responsible gambling requests were ignored.

Thank you for your understanding and support.

Best regards,

Hello bricasino,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello bricasino,

thank you for your email and patience.

Thank you for providing the screenshots. I have reviewed them and can confirm that you requested account closure on the specified date. While I found no explicit mention of a gambling problem in your request, please understand that the absence of this information may limit the support we can offer. Please be aware that casinos, like other businesses, often employ strategies such as bonuses and promotions to encourage continued patronage, which can be problematic for individuals facing gambling-related challenges. I can assist you with the permanent closure of your account. Please let me know if you would like me to proceed with this action.

Looking forward to your reply,

Katarina

Hello Katarina,

Thank you for your reply and for reviewing my case.

I would like to clarify one important point: although I did not use the explicit words "gambling problem" in my initial request, I clearly indicated that I had lost my entire salary and asked the casino multiple times to either close my account permanently or to set a strict deposit limit of €50 per day. Unfortunately, these requests were ignored, and my account was even reopened despite my explicit request for permanent closure.

Losing my entire salary and asking repeatedly for limits or closure should be recognized as a clear sign of a gambling problem and a request for responsible gambling protection. The casino failed to act responsibly in this matter, which caused me significant financial and emotional harm.

Because of this, I kindly request a refund of the deposits I made after August 10, when my account was wrongfully reopened and my limit requests were ignored. Cd This would be a fair resolution considering the casino’s failure to provide responsible gambling measures.

Thank you very much for your support and understanding

Dear bricasino,

Thank you for your message.

I acknowledge your point regarding potential gambling struggles. While evident, it's important to consider that casino support teams process a high volume of messages daily. Consequently, if a gambling problem isn't explicitly stated, a self-exclusion request may be overlooked, which is an unfortunate possibility.

Therefore, I strongly recommend submitting another self-exclusion request. In this request, clearly articulate your desire to close your account due to a gambling problem.

Example:

Email subject: Self-exclusion due to gambling problem

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email Support@delorocasino.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Looking forward to your reply,

Katarina

Hello Katarina,

Thank you for your continued assistance. I would like to clarify some important details.

I had already sent you the screenshots earlier, which clearly show my multiple requests to reduce my daily deposit limit to 50 EUR. Unfortunately, the casino never applied this limit, even though I asked for it several times:

August 13th – I requested the limit of 50 EUR per day and specifically asked to keep it for at least one month without increasing it, even if I asked.

August 18th – I reminded them again that the limit was still not applied.

August 20th – Despite my repeated requests, the limit was still not in place.

It is also important to highlight that on their website there is no option to change deposit limits by myself – it can only be done by contacting support. This means the responsibility was fully on the casino, and they failed to implement my request.

Because of this, I was able to continue depositing and I lost significant amounts of money. If the casino had respected my responsible gambling request, these losses would not have occurred.

Therefore, I kindly ask for your help to secure compensation for the losses I suffered due to their failure to apply the limit after my clear and repeated requests.

Thank you very much for your

Best regards,

Hello bricasino,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello bricasino,

thank you for your message and patience.

Could you kindly confirm whether you have sent the self exclusion email, please?

Is your account currently open?

Can you download your deposit history and forward it to me, please? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello Katarina,

Thank you for your message.

My account is currently closed, but I want to clarify that I did not personally request its closure — the casino closed it on their own. Because of this, I am unable to log in or download the deposit history directly.

I also want to point out that I had repeatedly asked the casino to reduce my deposit limit, but these requests were ignored and the limits were never decreased. As proof, I have already submitted screenshots of my chats with the casino earlier, where I asked for the reduction.

In addition, I have kept screenshots of my deposits and I can forward them to you by email as requested. 

Thank you for your support.

Best regards,

Thank you very much, bricasino, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.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.

Hello bricasino, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of DelOro Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and setting up the deposit limits, and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hey all,

Thanks for your time - we have replied by email.

Kind regards,

I have responded to the last message, and am now waiting for the response from DelOro Casino team. Once I have it, I can post a summary update on the case.

Hello Matej,

Thank you very much for your help. I will be waiting for the update and the summary of the case.

Best regards

Hey all,

Thanks for your time - we have replied by email.

Kind regards,

I have responded to the latest message, and believe we can reach a conclusion of this case shortly.

Dear bricasino, just to keep you up the speed - form your evidence, as well as the one provided by the casino, you have not mentioned gambling addiction in any of the conversations with the support team. Unless there is a message or a screenshot I have not seen yet, we won't be able to dispute this part of your complaint. Right now, we are discussing the deposit limit you have requested on 13th August, and once I have answers to my latest questions, I will be able to update you on that part as well.

Hello Matej,

Thank you so much for keeping me updated. I really appreciate your help and will wait for the casino’s response.

Have a nice day!

Hello Matej,

I would like to provide an update and clarify a few important details regarding my case with Del Oro Casino.

On August 13, I asked the casino to lower my daily deposit limit to €50 and requested that they keep it for one month, even if I ask to change it. Unfortunately, the casino did not apply this limit immediately, even though responsible gambling standards suggest that stricter limits should take effect without delay.

Later, on August 21, the casino informed me that limit changes take 24–48 hours to apply, which, in my opinion, is not appropriate for a limit reduction request. Such delays are inconsistent with responsible gambling practices and can lead to further financial harm.

(Attaching a screenshot of this conversation.)

Additionally, the casino’s website does not allow players to change limits manually, meaning I had to rely entirely on their support team to implement the restriction — leaving me without any control over my own limits.

Up until August 13, I had lost €285, so that amount can be deducted from the total €2770 I deposited afterwards. Considering that I made multiple requests for help and that the casino failed to act in a timely and responsible manner, I am kindly asking for a partial refund of at least €2000 as fair compensation.

I also want to mention that Del Oro Casino contacted me directly and offered a €200 compensation, but I believe this amount does not reflect the seriousness of the situation or the delay in applying responsible gambling measures.

I have also sent this same information to your email.

Thank you very much for your continued assistance and understanding.

Kind regards,

Thank you for the additional details, I can confirm I have received your message and checked the attachments.

I am still waiting for the casino reply, but in the meantime I would like to mention that 24 hours is a standard time for processing deposit limit request. Staff needs to do several internal checks that are part of this procedure, so in casinos where deposit limit is not an option the player can select in their profile page, it is impossible to apply any restrictions instantly. 48 hours is less standard, but not unheard of, especially if the casino is large and caters to hundred thousands of players on a daily basis. I know it does not sound ideal, but this is the industry standard for now.

Hello Matej,

I would like to add some more important information, as it seems that the casino is once again trying to avoid responsibility.

On July 10th, I asked to permanently close my account with no ability to reopen, and they confirmed it would be closed.

However, on July 15th, my account was reopened, and I asked them to set a €50 daily limit, which they confirmed by email. In that same email, the casino clearly stated that deposit limit changes may take up to 24 hours, not 48 as they later claimed.

Then, on July 17th, I received an email from Helena Lia with the subject "Account reopened after gambling addiction." In her message, she said that "whenever a gambling addiction is stated, the account is permanently closed, which was not the case." This contradicts the subject line and shows that the casino was aware of my previous closure, yet still reopened my account.

On that same day (July 17th), I made a deposit of €1670, which I lost. This confirms that reopening my account and failing to enforce limits directly caused significant financial harm.

I believe this situation clearly demonstrates that the casino failed to follow responsible gambling procedures, gave inconsistent information (24h vs. 48h limit change), and is now trying to shift the blame instead of taking accountability.

I didn’t explicitly mention gambling addiction in my later messages, but the casino was clearly aware of it from my previous communication and account history.

Thank you for your time and help

Hello all,

I just wanted to clarify a few more details.

It seems that the email subject line "Account reopened after gambling addiction" was automatically generated by my email system when the casino replied to my question about why my account had been reopened after I previously asked for a permanent closure.

In their message, the casino wrote: "Whenever a gambling addiction is stated, the account is permanently closed, which was not the case."

This shows that the topic of gambling addiction was clearly discussed in relation to my account, even if I didn’t personally use that exact phrase in my request.

I would also like to mention that August was not the first time I asked the casino to close my account — I had made similar requests before, which shows that they were aware of the ongoing problem and still failed to protect me as a player.

Considering all of this, I sincerely hope that DelOro will offer a more adequate compensation, given the repeated reopening of my account and the clear lack of responsible gambling actions on their side.

Sorry again for sending so many updates — I just want to make sure all the details are fully transparent.

Thank you for your patience and understanding,

Brigita

Dear bricasino, thank you for the additional details. The casino representative informed me the casino will contact you regarding the next steps directly. Please let me know once they do, and whether you agree with their terms.

In our last communication, I have proposed your account to be permanently closed with no option for reopening, to cease all the marketing communication, and to issue a partial refund due to the late application of the deposit limits. I will now reset the timer and wait for an update from yourself, or the casino.

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

Dear bricasino,

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,

Matej