DelOro Casino - O limite de depósito do jogador é aumentado sem consentimento.

I requested a fixed deposit limit of €200 on my account. It was set for me. Unfortunately, at my request, it was simply increased back to €1,000. Is this compatible with player protection? Unfortunately, I can only provide the screenshot from the chat (when I set the limit). I can no longer access it.

Ich habe auf meinen Konto ein fixes Einzahlungslimit von EUR 200,- erbeten. Es wurde mir auch eingestellt. Doch leider wurde es auf meinen wunsch einfach wieder auf 1k erhöht. Ist das so mit dem spielerschutz vereinbar? Ich kann leider nur den screenshot aus dem chat übermitteln (als ich das limit festgelegt habe). Ich kann nicht mehr zugreifen.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• Do you have any screenshots, confirmation emails, or other evidence showing that a deposit limit was set on your account? I’ve checked the Responsible Gaming section of the casino and couldn't find any information suggesting that limits can be set directly by players within their accounts.
• When exactly did you set this limit, and when did you increase it?
• Did you receive any instructions from the casino’s customer support about how the deposit limit works?

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

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Hello!

So the limit was set on July 9th.

Unfortunately, I only had it in the chat, which I can no longer access because my account is locked. But it was set! On July 16, I asked for an increase, and it was increased without any problems and was effective immediately!

Please don't reject this complaint; I truly believe the casino bears responsibility here! I was otherwise very satisfied, but if I set a FIXED limit (see chat) and then it's simply increased, I don't think it complies with player protection regulations. If you reject the complaint, I would like the address of the responsible licensing authority. Thanks and best regards!

Hallo!

also das limit wurde am 09.07 gesetzt.

ich hatte es leider nur im chat, auf den kann ich nicht mehr zugreifen, weil konto gesperrt. Aber es wurde gesetzt! Am 16.07. habe ich um erhöhung gebeten und es wurde ohne weiteres erhöht und war sofort gültig!

Bitte lehnen Sie diese Beschwerde nicht ab, hier sehe ich das Casino wirklich in der Verantwortung! Ich war sonst sehr zufrieden, aber wenn ich ein FIXES limit setze (siehe chat) und es dann einfach erhöht wird, finde ich es nicht konform mit spielerschutzbedingungen. Wenn sie die beschwerde ablehnen, dann hätte ich gerne die adresse der zuständigen lizenzbehörde. Danke und lg!

Addendum: They also don't deny that they increased the limit again because I requested it.

Yes, but if a player sets a limit, that doesn't mean he can increase it at any time, does it?

nachtrag: sie streiten auch nicht ab, dass sie das limit wieder erhöht haben, weil ich es so verlangt habe.

ja, aber wenn ein spieler ein limit setzt, dann nicht, dass er es jederzeit erhöhen kann, oder?

Our complaint resolution process follows specific guidelines that must be met in order for us to effectively assist players. One of the most important requirements is that the player provides as much evidence as possible to show they were treated unfairly by the casino.

I understand your concern that the deposit limit may have been raised earlier than intended. However, without concrete evidence from your side, we cannot approach the casino and request a refund. In the absence of proof, the casino may simply state that they acted in accordance with their rules.

It’s also important to note that responsible gaming tools are designed to complement—not replace—standard self-exclusion and account closure options. We believe it is more constructive to encourage casinos to improve and expand their responsible gambling measures, rather than penalize them for potential shortcomings during implementation.

Please let me know if I have missed any key details regarding your complaint. If not, I will unfortunately have to reject it due to insufficient evidence.

I could cry! The casino blocked my user, and I can't defend myself? You still give the casino a good rating for this behavior? You can't tolerate this?! I could cry! I set a limit, the casino simply increases it at my request, and then they block my account. And Casino Guru rejects my complaint because there is insufficient evidence?! I can no longer access my account! Maybe we can ask the casino to provide the chat logs?! It's clearly stated there that there is no player protection! How can I contact the Deloro licensing authority?

Ich könnte heulen! Das casino hat meinen user gesperrt und ich kann mich nicht wehren? Ihr gebt dem casino noch eine gute bewertung für dieses vorgehen? Das könnt ihr doch nicht tolerieren?! Ich könnte heulen! Ich setze ein limit, das casino erhöht es einfach auf meine bitte und danach sperren sie mein konto. Und casino guru leht die beschwerde ab, wegen zu geringer beweise?! Ich kann nicht mehr in mein konto einsteigen! Vlt kann man das casino bitten, die chatprotokolle zu übermitteln?! Dort geht klar hervor, dass es keinen spielerschutz gibt! Wie kann ich die lizenzbehörde von deloro kontaktieren?

I just see that casino.guru is a partner of this casino! EVERYTHING is now CLEAR to me 🙂

Ich sehe gerade, dass casino.guru partner dieses casinos ist! Mir ist nun ALLES KLAR 🙂

Happy scaming. ☺️

By the way, I had already requested the closure of my account! On May 14, for example (I have a chat message).

See screenshot

Ich hatte übrigens schon davor due schließung meines konto beantragt! Am 14.05. zb (da habe ich eine chatnachricht)

Siehe screenshot

Thank you for your replies and for sharing more details with me. I truly understand how frustrating this must feel. However, after carefully reviewing your case, I need to explain why we cannot continue with this complaint. Unfortunately, we do not have sufficient evidence that would allow us to hold the casino responsible. Without concrete evidence, we cannot approach the casino and request compensation, as they could simply deny any wrongdoing.

Regarding your account closure request, I have also reviewed the details. In your previous closure request, you did not mention gambling addiction or a need for protection; the account was requested to be closed "einfach so." This means the casino was not obliged to apply stricter responsible gambling measures.

For these reasons, we must unfortunately reject your complaint. Please understand that our role is to assist players based on facts and documentation. Without these, we cannot enforce claims against the casino.

Best regards,

Veronika

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