DelOro Casino - Os ganhos do jogador foram confiscados.

On August 27th I managed to win 44,000 euros in a moment of luck in this casino, I continued to play until August 28th I managed to make a total of 57725 € which I withdrew on the 28th of 5000 € between 00h28 / 00h31 utc time in Portugal it was 1h28 / 1h31 in the morning, after making this withdrawal I went to rest.

I was left with €52725 in my account!

Today, the 28th, I wake up and try to log in to my account as I do every day and I get a message saying that my password or e-mail were wrong.

I contacted the chat and spoke to the assistant Juliana Lima who told me to change my password, so I did, I clicked on the forgot password button and received an email with the recovery code at 6.52am, I copied the code and put it in, she then asked me to create another password, I did the procedure.

After changing the password I tried to log in again and I still couldn't, so I went to chat again with Juliana Lima who told me to wait 10 minutes as she had tried many times.

I waited the said time and logged in again and finally managed to get in, however my balance had disappeared and was at 0!

I contacted the chat again and was told that I had been playing and had lost the whole amount, which was a lie as I had been resting from the time I made the withdrawal until the time I tried to open the site.

However, after researching and checking the betting logs on the site, at the same time that I was supposedly playing I was changing my password because I couldn't log in, very strange!

Attached is a photo of me asking to recover my password at the time they say I was playing.

Note- I've always used my home wifi or mobile internet, I've never used public networks.

The only times I've used a VPN suggested by them was when I exchanged my points for plays, only in those cases because the game was not available in my country.

I hope that Guru casinos sees my situation and proceeds fairly, because the casino on your site has a very good recommendation score and I had nothing to say so far, but this is very serious, that they have access to the player's account and make moves to not pay the amount I won.

I have more screenshots if you need them, but just from the information I send I don't think you need anything else, everything is exposed.

I hope that Guru Casinos will intervene for me, because this time there is no misunderstanding and the evidence proves it.

I don't know what they'll come up with to avoid paying the amount that is rightfully mine, and we're talking about a large sum, at least for me.

Best regards

No dia 27 de Agosto consegui ganhar 44 mil euros num momento de sorte neste casino , continuei a jogar até dia 28 de Agosto consegui fazer o total de 57725€ o qual fiz o levantamento no dia 28 de 5000 € entre as 00h28 / 00h31 horário utc em Portugal eram 1h28 / 1h31 da manhã, após fazer esse levantamento fui descansar.

No qual fiquei com a quantia de 52725 € na minha conta!

Hoje dia 28 acordo e vou tentar fazer login na minha conta como faço todos os dias e recebo a mensagem a dizer que a minha password ou e-mail estavam errados. 

Entrei em contacto com o chat e falei com a assistente Juliana Lima a qual me diz para alterar a password, assim o fiz cliquei no botão esqueci a minha password e recebo um e-mail com o código de recuperação às 6h52 da manhã, copiei o código e coloquei, pediu então para criar outra password, fiz o procedimento.

Ao alterar a password tentei entrar novamente e continuava sem conseguir, fui falar novamente ao chat com a Juliana Lima a qual disse para aguardar 10 minutos pois tinha tentado muitas vezes.

Aguardei o tempo dito e fiz novamente login e consegui finalmente entrar, no entanto o saldo que tinha desapareceu estava a 0!

Entrei novamente em contacto com o chat o qual me disseram que eu tinha estado a jogar e perdido o valor todo, o que é mentira pois desde o saque que fiz até à hora que tentei abrir o site estava a descansar.

No entanto depois de andar a pesquisar e verificar os logs de apostas no site , à mesma hora que supostamente eu estava a jogar estava a alterar a minha password pois não conseguia fazer login , muito estranho !

Em anexo mando uma foto em que o horário que dizem que estava a jogar estava eu a pedir a recuperação da password.

Nota- Sempre usei a minha rede de casa wifi ou internet movel nunca usei redes publica.

Únicas vezes que utilizei VPN sugerida por eles foi quando trocava os meus pontos por jogadas , apenas nesses casos pois o jogo não estava disponível para o meu Pais.

Espero que a Guru casinos veja a minha situação e proceda de forma justa, pois o casino no vosso site tem uma pontuação muito boa de recomendação e eu até à data não tinha nada a dizer mas isto é muito grave, terem acesso a conta do jogador e fazerem jogadas para não pagarem o valor que ganhei. 

Tenho mais printscreens se forem precisos, mas só pelas informações que eu mando penso que não precisam de mais nada, está tudo exposto. 

Espero que a Guru casinos interceda por mim, pois desta vez não há qualquer mal-entendido e as provas comprovam isso.

Não sei o que eles vão inventar para não pagarem o valor que é meu por direito e estamos a falar em uma grande quantia pelo menos para mim.

Com os melhores cumprimentos

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.

• Do you currently have access to your player's account?
• Do you have access to the records of your game history, or have you requested detailed records of your game history from the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning, Tomas,

Do you currently have access to your player's account?

Yes, but the account is at 0

Do you have access to your game history records or have you requested detailed game history records from the casino?

Yes I do, I took screenshots and made a video

Could you share with me your communication with the casino about the problem? Send emails or chat transcripts to my email at tomas@casino.guru or post screenshots here

I'll send you everything by organized email and can also post it here.

Bom dia Tomas,

Você tem acesso à conta do seu jogador no momento?

Sim tenho mas a conta está a 0

Você tem acesso aos registros do seu histórico de jogos ou solicitou registros detalhados do seu histórico de jogos ao cassino?

Sim tenho, tirei printscreens e fiz video

Você poderia compartilhar comigo sua comunicação com o cassino sobre o problema? Envie e-mails ou transcrições de bate-papo para o meu e-mail em tomas@casino.guru , ou poste capturas de tela aqui

Vou te enviar tudo por e-mail organizado e posso tambem colocar aqui.

Good morning Tomas,

I'd like to inform you that I've already sent you an e-mail with all the evidence I have and the appropriate descriptions.

I hope you can help me resolve this situation, which is really affecting me psychologically.

If I need any further clarification, I'll get back to you as soon as possible.

Bom dia Tomas,

Informo que já enviei um e-mail com todas as provas que tenho e com as devidas descrições.

Espero que me ajudes a resolver esta situação que está a afetar-me psicologicamente muito.

Se for preciso mais algum esclarecimento responderei o mais breve possível.

Let me just mention a detail that I think is very interesting.

While I was in the chat with Juliana and she said several times that the account was active and without any problem, they did not verify that while they were with me in the chat at the same time they were making plays with my account, this is very strange.

What's more, now they're questioning whether I had the 2FA option active, I never did, and they haven't mentioned this option since I registered with the casino, which should have been activated at the start of registration on their website.

Possibly if the account was hacked due to the 2FA story, the hackers would withdraw the money and not play until the account was zero.

I can also show you a screenshot in which the amount of bets I place is never very high, so I don't lose too much of my balance.

And if you look at the history of plays I sent you, they even bet 40,000 euros on just one play.

It's all very strange.

Deixa me só colocar aqui um pormenor que penso ser muito interessante.

Enquanto estava no chat com a Juliana e ela disse várias vezes que a conta estava ativa e sem qualquer problema, não verificaram que enquanto estavam comigo no chat ao mesmo tempo estavam a fazer jogadas com a minha conta, isto é muito estranho.

E mais, agora estão a questionar se tinha a opção 2FA ativa , nunca tive, nem desde o meu registo no casino falaram sobre essa opção o que deveria ser ativada logo no principio de registo no site deles.

Possivelmente se a conta fosse hackeada derivado a historia do 2fa os hackers iriam retirar o dinheiro e não jogar ate zerar a conta.

Também te posso mostrar um print em que os valores de apostas que eu faço nunca é muito derivado a não perder muito do meu saldo.

E se reparares no histórico que te mandei de jogadas até apostaram 40 mil euros só numa jogada.

Isto é tudo muito estranho.

Good morning Tomas, how are you?

I was wondering if you received my e-mail with all the proofs, as you haven't said anything yet.

I look forward to hearing from you.

Bom dia Tomas como estás ?

Queria saber se recebeste o meu e-mail com as provas todas , como ainda não disseste nada.

Fico a aguardar, obrigado

As a result of what happened to me, I've been doing a lot of research and found this :

https://www.casinomeister.com/online-casinos/reviews/del-oro/

Derivado ao que me aconteceu ando a pesquisar muito e encontrei isto :

https://www.casinomeister.com/online-casinos/reviews/del-oro/

Thanks for your patience.

I went over the evidence.

Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Please let me know whether the casino concluded that the safety of your account was compromised after your initial exchange with customer support.

Looking forward to your reply.

Good morning Tomas,

Thank you for your feedback, but I cannot accept the idea that this case is a simple external "cybercrime". The facts and evidence clearly show that the casino itself was at fault.

Firstly :

Technical impossibility

At the time the balance was lost, I was recovering my password and didn't even have access to the account. I have proof with the times of the recovery request (06h49) and the email received (06h52). During this period, bets were being placed in my name. This is only possible if the problem lies with the casino.

Secondly :

Operator Juliana confirmed to me in chat that my account was "active and without problems". How is it possible that they told me this while the account was being used by a third party without my knowledge? If the casino has real-time access to transactions, why didn't it identify the irregularity?

Thirdly:

The amounts wagered in that period are totally incompatible with my history. I've always played with small stakes to protect my balance. However, the records show bets of tens of thousands of euros, behavior that is totally alien to my player profile.

Fourth:

Any regulated casino should have mechanisms in place to immediately block suspicious activity, especially when it coincides with failed login attempts and password changes. In this case, nothing was done. This failure is the responsibility of the casino.

I therefore request that GuruCasino demand that the operator:

The presentation of the complete logs of IP and devices that accessed my account in that period.

A formal explanation of how the account could be used for betting while it was blocked in the process of password recovery.

I reiterate that this is not a police or bank case. It is a case of security and management failure on the part of the casino itself, which should be held responsible for the damage caused.

What's more, I want you to explain to me how I'm recovering my password and playing at the same time.

Your answer doesn't make any sense, I'd ask you to re-analyze everything I've sent you.

Bom dia Tomas,

Agradeço o vosso retorno, mas não posso aceitar a ideia de que este caso se trata de um simples "crime cibernético" externo. Os factos e provas demonstram claramente que houve uma falha do próprio casino.

Primeiro :

Impossibilidade técnica

No momento em que o saldo foi perdido, eu estava a recuperar a minha password e não tinha sequer acesso à conta. Tenho provas com os horários do pedido de recuperação (06h49) e do email recebido (06h52). Durante esse período, as apostas estavam a ser feitas em meu nome. Isto só é possível se o problema estiver do lado do casino.

Segundo :

A operadora Juliana confirmou-me em chat que a minha conta estava "ativa e sem problemas". Como é possível que me tenham dito isso enquanto a conta estava a ser usada por terceiros sem o meu conhecimento? Se o casino tem acesso em tempo real às movimentações, porque não identificou a irregularidade?

Terceiro:

Os valores apostados nesse período são totalmente incompatíveis com o meu histórico. Sempre joguei com apostas pequenas para proteger o saldo. No entanto, os registos mostram apostas de dezenas de milhares de euros, comportamento totalmente alheio ao meu perfil de jogador.

Quarto:

Qualquer casino regulado deve ter mecanismos que bloqueiem imediatamente atividades suspeitas, sobretudo quando coincidem com tentativas falhadas de login e alteração de password. Neste caso, nada foi feito. Essa falha é da responsabilidade do casino.

Assim, solicito que o GuruCasino exija do operador:

A apresentação dos logs completos de IP e dispositivos que acederam à minha conta nesse período.

Uma explicação formal de como a conta pôde ser usada para apostas enquanto estava bloqueada em processo de recuperação de password.

Reitero que este não é um caso de polícia ou de banco. É um caso de falha de segurança e gestão do próprio casino, que deve ser responsabilizado pelos prejuízos causados.

Mais quero que me expliques como é que eu estou a recuperar a minha password e a jogar ao mesmo tempo.

Essa tua resposta não faz sentido nenhum, peço que analises de novo tudo o que te enviei .

As I've already shown in the chats I've sent, support repeatedly confirmed that my account was "active and without problems".

However, there is a serious contradiction here: while I was in the chat informing them that I couldn't access my account, that same account was being used with bets of anomalous amounts.

What's more, at around 6.50 a.m. I asked to recover my password and at 6.52 a.m. I received the code to make the change. In other words, while I was trying to regain access, bets were still being placed in my name. When I finally managed to log in, the balance was already at 0.

The history logs themselves confirm this. Under no circumstances can this be blamed on the player. It is a security and control failure for which the casino is solely responsible.

Conforme já demonstrei nas conversas enviadas, o suporte confirmou repetidamente que a minha conta estava "ativa e sem problemas".

No entanto, existe aqui uma contradição grave: enquanto eu estava no chat a informar que não conseguia aceder à minha conta, essa mesma conta estava a ser movimentada com apostas de valores anómalos.

Mais ainda: por volta das 06h50 solicitei a recuperação da password e às 06h52 recebi o código para proceder à alteração. Ou seja, durante o processo em que eu tentava recuperar o acesso, as apostas continuavam a ser realizadas em meu nome. Quando finalmente consegui entrar, o saldo já se encontrava a 0.

Os próprios logs de histórico confirmam esta situação. Isso não pode, em circunstância alguma, ser imputado ao jogador. É uma falha de segurança e de controlo da exclusiva responsabilidade do casino.

This is not a simple "theft of belongings" or external crime scenario.

The evidence shows that the problem occurred within the casino system itself:

Impossible time coincidence

At the very moment I was recovering my password (proven by emails and time stamps), the account was being used for bets of abnormal amounts. It's impossible that I was playing and trying to recover access at the same time.

Contradiction in support

While I was reporting in the chat that I couldn't log into the account, support confirmed that it was "active and without problems". If they had this visibility, how come they didn't detect any movements incompatible with my profile?

The operator's responsibility

A regulated casino has a duty to monitor and protect customer accounts. As soon as it allows bets to be placed during a password reset, without any preventive lockout, the responsibility is not mine or that of an external third party - it lies with the operator itself.

So this is not a case of the police or the bank.

We are dealing with a serious security breach by the casino, which must be investigated and remedied, and it is up to the mediator to demand clarification and concrete proof from the operator.

Isto não é um simples cenário de "roubo de pertences" ou de crime externo.

As provas demonstram que o problema ocorreu dentro do próprio sistema do casino:

Coincidência temporal impossível

No exato momento em que eu estava a recuperar a minha password (comprovado por e-mails e registos de hora), a conta estava a ser usada para apostas de valores anormais. É impossível que eu estivesse a jogar e, ao mesmo tempo, a tentar recuperar o acesso.

Contradição no suporte

Enquanto relatava no chat que não conseguia entrar na conta, o suporte confirmou que estava "ativa e sem problemas". Se tinham essa visibilidade, como não detetaram movimentações incompatíveis com o meu perfil?

Responsabilidade do operador

Um casino regulado tem o dever de monitorizar e proteger contas de clientes. A partir do momento em que permite apostas durante um reset de password, sem qualquer bloqueio preventivo, a responsabilidade não é minha nem de terceiros externos — é do próprio operador.

Assim, não estamos perante um caso de polícia ou banco.

Estamos perante uma falha grave de segurança do casino, que deve ser investigada e reparada, cabendo ao mediador exigir esclarecimentos e provas concretas do operador.

Don't you think that's more than enough to prove it?

I get the recovery code, I put in the code, I change the password, I log into my account and it's 0.

I check the history and see that at the time I receive the password recovery code my account is being moved, which should be impossible!

I think the evidence speaks for itself !

Não achas que isso é mais que suficiente para comprovar ?

Recebo o código de recuperação, coloco o código altero a password entro na minha conta e está a 0.

Vou verificar o histórico e vejo que na altura que recebo o código de recuperação da password está a minha conta a ser movimentada o que devia ser impossível !

Eu acho que as provas falam por si !

I would like to inform you that I have sent an e-mail to Tomas explaining the situation in as much detail as I could.

Informo que mandei um e-mail a Tomas a explicar novamente a situação mais detalhado que consegui.

Tomás,

I have another argument here that I think is quite valid and that demonstrates that there are security flaws in the casino, as well as the possibility for operators to access player data, as evidenced by the attached image.

In the screenshot of a conversation with your employee Juliana Lima, she clearly states that if I couldn't change my password, she could do it manually for me. This in itself directly contradicts the position that no employee has access to or the ability to interfere with players' accounts.

This point raises serious doubts about the security procedures implemented and the transparency of the information provided to me so far. For this reason, I request that this case be reviewed more thoroughly and that I be provided with a clear explanation of:

How it is possible for an employee to change a player's password.

What internal policies regulate employee access to accounts.

How they ensure that these practices do not compromise user security.

This is an extremely serious issue and deserves to be treated seriously.

Tomás,

Tenho aqui mais um argumento que considero bastante válido e que demonstra que existem falhas de segurança no casino, bem como a possibilidade de os operadores acederem aos dados do jogador, conforme comprova a imagem em anexo.

No printscreen de uma conversa com a vossa colaboradora Juliana Lima, ela afirma claramente que, caso eu não conseguisse alterar a minha password, poderia fazê-lo manualmente por mim. Este facto por si só contraria diretamente a posição transmitida de que nenhum colaborador tem acesso ou possibilidade de interferir nas contas dos jogadores.

Este ponto levanta sérias dúvidas sobre os procedimentos de segurança implementados e sobre a transparência das informações que me foram fornecidas até agora. Por essa razão, solicito que este caso seja revisto de forma mais aprofundada e que me seja apresentada uma explicação clara sobre:

Como é possível um colaborador alterar a password de um jogador.

Quais as políticas internas que regulam o acesso dos funcionários às contas.

De que forma garantem que estas práticas não comprometem a segurança dos utilizadores.

Este é um tema de extrema gravidade e merece ser tratado com toda a seriedade.

I apologize, but from our point of view, it would be impossible to conclude that the responsibility for the incident lies with the casino, and we cannot ask them to refund the balance that was played down.

Due to the aforementioned reasons, this complaint will now be closed, and I would urge you to contact the authorities for further assistance. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

We’ve reopened this complaint at the request of bp54. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear bp54,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear bp54,

As Tomáš already mentioned, we do not handle matters related to cybercrime. However, in your latest negative Trustpilot review, you referred to LCB and Casinomeister.

I assume you have also submitted your complaint to them — is that correct? If so, could you please share their conclusions here (ideally including links)?

Based on what you described, the most promising issue to review first appears to be the €41,000 bet. We can start by checking that.

Regarding the password change while the session was still active — changing your password does not necessarily terminate an ongoing session. In most systems, the active session remains valid until you log out or log in again (for example, using the new password), which would typically invalidate the previous session.

Links where you can see the conclusion of both casinomiester and LCB.

Link casinomeister

https://www.casinomeister.com/forums/threads/del-oro-is-confiscating-player-balances-without-justification.104387/page-4

Link Lcb

https://lcb.org/onlinecasinobonusforum/direct-casino-support/del-oro-casino-support-and-complaints-thread

Regarding changing the password, I told the operator in the chat that I couldn't log into my account, who said that if I couldn't recover the password and if I still couldn't, she would change it manually.

I was blocked for at least 10 to 20 minutes from logging into my account, while they made huge gambles.

According to their terms:

When a player reports fraud or inability to log in, the account is blocked.

I have an email that can prove when I received the code to change my password and that when I received the code they were playing until my balance was 0.

They have to prove that it was really me, since my ip is dynamic, and another employee of theirs who spoke to me on telegram who I think is the owner called J....... sent devices that aren't even mine, and when I said it wasn't he sent another one and asked is this yours?

If they have the records they don't need to ask those questions.

I have all the proof, videos and photos, just ask me and I'll send them to you.

Deloro has a very bad reputation, just talk to casinimeister.

I just want what's mine, earned fairly!

Links onde podes ver a conclusão tanto do casinomiester como LCB.

Link casinomeister

https://www.casinomeister.com/forums/threads/del-oro-is-confiscating-player-balances-without-justification.104387/page-4

Link Lcb

https://lcb.org/onlinecasinobonusforum/direct-casino-support/del-oro-casino-support-and-complaints-thread

Em relação a alterar a senha eu avisei a operadora no chat que não conseguia entrar na minha conta, a qual disse que se não conseguisse para fazer recuperação da password e se mesmo assim não desse ela mudava manualmente.

Eu fiquei bloqueado pelo menos 10 a 20 minutos para entrar na minha conta, enquanto faziam jogadas com valores enormes.

Segundo os termos deles:

Quando um jogador relata fraude ou impossibilidade de entrar na conta a mesma é bloqueada.

Eu tenho email que pode comprovar quando recebi o código para alterar a password e que quando recebi o código estavam a efetuar jogadas até ficar a 0 o saldo.

Eles tem que comprovar que realmente fui eu, uma vez que o meu ip é dinâmico, e mais um colaborador deles que falou comigo no telegram que penso ser o dono chamado J....... mandou dispositivos que nem meus são, e quando disse que não era mandou outro e perguntou este é o seu ?

Se eles tem os registos não precisam de fazer essas questões.

Tenho todas as provas, vídeos fotos é só pedires que envio.

O Deloro tem muito má reputação , basta falarem com o casinimeister.

Só quero o que é meu ganho justamente !

As Tomáš has already mentioned, we don't deal with matters related to cybercrime. However, in your last negative review on Trustpilot, you referred to LCB and Casinomeister.

Let me just point out that I have always mentioned that this was never a cybercrime as it came from within the casino.

The evidence shows that, just look at how Juliana Lima responds in the chat.

This proof of the high stakes and them confirming that the tables in question have limits I think is something very important and reflects what I've always said.

The weak license they have, the license expiring in June and the move to Anjouan derived from the new stricter laws applied in Curaçao.

I've done a lot of research, no one can imagine the emotional and psychological strain this case has put on me, the hours I've wasted researching everything.

Como o Tomáš já mencionou, não lidamos com assuntos relacionados a crimes cibernéticos. No entanto, em sua última avaliação negativa no Trustpilot, você se referiu à LCB e ao Casinomeister.

Deixa me só referir que eu sempre mencionei que isto nunca foi um crime cibernético pois veio de dentro do casino.

As provas mostram isso, basta ver como a Juliana Lima responde no chat.

Esta prova das apostas altas e elas confirmarem que as mesas em questão tem limites acho que é algo muito importante e que reflete o que sempre disse .

A licença fraca que eles têm, a licença expirada em junho e a mudança para Anjouan derivado as novas leis mais rígidas aplicadas em Curaçao.

Eu investiguei muito, ninguém imagina o desgaste emocional e psicológico que este caso tem me trazido, as horas perdidas a pesquisar tudo.

Dear bp54,

On LCB, the moderator wrote:

The image provided shows a €41,000 debit placed on Live Roulette (Evolution) on August 28th. However, on its own, this does not constitute proof of account manipulation or fraud, it only confirms that a wager was placed and lost.

Unless there is clear and verifiable evidence demonstrating unauthorized access to your account, unfortunately, there is very little that can be done in this case, as casinos generally consider the account holder responsible for account security.

On Casinomeister, Max wrote:

"The casino claimed there was no evidence of third party activity but stopped responding when we asked for evidence to support that claim. In the end we were unable to decide in favour of either party due to insufficient evidence. The Casinomeister Warning against Del Oro will be updated to include this latest incident as further evidence of dubious casino activity and grounds for our caution to players against using this casino. Case closed."

The live chat informed you that the table limit allows bets between 1 and 10,000. However, it is possible that the live chat provided incorrect information, or that multiple bets of up to €10,000 could be placed on the same table (I am simply considering the possible scenarios). Nevertheless, this alone does not prove that the casino manipulated your account/bets. The key evidence in this case would be the session logs and IP records.

Dear casino representatives,

could you please provide us supporting evidence regarding this case?

The live chat informed me that the table limit allows bets between 1 and 10,000 euros. However, it is possible that the live chat has provided incorrect information or that multiple bets of up to 10,000 euros can be placed on the same table (I'm just considering the possible scenarios).

I'm sorry you got it wrong ?

2 people saying the same thing ?

I'm sorry but that's trying to defend the casino.

I want you to explain to me how it's possible that I don't have access to my account, that I'm recovering my password and that my balance is being used for impossible bets.

But while you're on the subject of the casinomeister, why don't you talk to the administrators?

Why did Deloro stop answering after casinomeister pressed him?

The same thing happened at LCB.

O chat ao vivo informou que o limite da mesa permite apostas entre 1 e 10.000 euros. No entanto, é possível que o chat ao vivo tenha fornecido informações incorretas ou que múltiplas apostas de até 10.000 euros possam ser feitas na mesma mesa (estou apenas considerando os possíveis cenários)

Eu peço desculpa enganarem se ?

2 pessoas a dizer o mesmo ?

Peço desculpa mas isso é tentar defender o casino.

Eu quero que me expliquem como é possível estar sem acesso à minha conta estar a fazer a recuperação da password e estar o meu saldo a ser usado com apostas impossíveis.

Mas já que estás a puxar assunto do casinomeister porque não falas com eles com os administradores ?

Porque é que o Deloro deixou de responder após o casinomeister pressionar ?

Na LCB aconteceu o mesmo.

The evidence is clear, if you come to me with theories that they were wrong then we can say that they were also wrong in this whole problem.

I'm sorry but that justification that they were wrong is not plausible, that's just finding arguments to excuse them!

Since you've seen the links I've sent, I'd ask you to check out other complaints on both casinomeister and lcb.

By the way, let me mention something that is pertinent to my case.

If you notice there is a play that shows a win of 119,000 euros, if it was really me who lost the balance at stake I would ask for the highest amount not a specific 52720€ which was the amount I had after the last withdrawal.

As evidencias são claras, se me vêm com teorias que se enganaram então podemos dizer que também se enganaram em todo este problema.

Desculpa mas essa justificação que se enganaram não é plausível, isso é arranjarem argumentos para os desculpar !

Já que foste ver os links que mandei, peço que verifiquem também outras reclamações tanto no casinomeister como no lcb.

Já agora deixa me mencionar algo que é pertinente para o meu caso.

Se reparares há uma jogada que aparece ganho de 119 mil euros, se realmente fosse eu a perder o saldo em jogo eu iria pedir o valor mais alto não uma quantia específica 52720€ que era o valor que tinha depois do ultimo saque.

Dear bp54,

I would like to clarify that we are not taking any sides. I only mentioned what might have happened based on my experience with similar cases in the past. To move forward with this case, we will need a response from the casino.

Matej,

Correct, but if we look at it that way, we can say that they were wrong in my case too.

Best regards.

Matej,

Correcto mas então se formos a analisar as coisas dessa maneira, podemos dizer que eles também se enganaram em todo o meu caso.

Cumprimentos.

Matej

If you don't mind, I'd like to show you an image that I only got after reporting Mifinity and then contacting the casino.

1. The Token Code is EXACTLY the same in every row (The Biggest Red Flag 🚩)

The middle column has a long code (tLsMxsz7G8GP+Hf+nK9u8k8Oylf/TPTXwoXI+DfrW64=). This is called a Session Token (or Authentication Token).

As it should be: In any secure system in the world, every time you log in, the server generates a unique and different token. This is what ensures that nobody steals your session.

The problem in the printout: The Token is identical on all 17 lines, covering connections on completely different days and times (the 27th and 28th). This indicates that either their security system is terribly flawed, or that table was manually "copied and pasted" by someone in support to simulate a log.

The fact that that giant code (tLsMxsz7G8GP...) is strictly the same in 17 different sessions, spread over two days (August 27 and 28), can only mean two things:

The casino's system has an amateurish and very serious security flaw, generating a static token for its user (which is frightening for a betting platform); OR

The table that support sent you was created manually (or badly extracted from the database), with someone "copying and pasting" the same line several times just to change the times and pretend that you were logged in at those times.

Any computer auditor looking at that table will immediately tell you that those records (logs) are unreliable. You're absolutely right to be suspicious of this document.

Matej

Se me permites quero te mostrar uma imagem que só consegui após denunciar a Mifinity e a mesma ter entrado em contacto com o casino.

1. O Código "Token" é EXATAMENTE o mesmo em todas as linhas (A Maior Bandeira Vermelha 🚩)

​A coluna do meio tem um código comprido (tLsMxsz7G8GP+Hf+nK9u8k8Oylf/TPTXwoXI+DfrW64=). Isso se chama Token de Sessão (ou Token de Autenticação).

​Como deveria ser: Em qualquer sistema seguro do mundo, toda vez que você faz um novo login, o servidor gera um Token único e diferente. Isso é o que garante que ninguém roube sua sessão.

​O problema no print: O Token é idêntico em todas as 17 linhas, abrangendo conexões em dias e horários completamente diferentes (dias 27 e 28). Isso indica que ou o sistema de segurança deles é terrivelmente falho, ou essa tabela foi "copiada e colada" manualmente por alguém no suporte para simular um log.

O facto de aquele código gigante (tLsMxsz7G8GP...) ser rigorosamente igual em 17 sessões diferentes, espalhadas por dois dias (27 e 28 de agosto), só pode significar duas coisas:

​O sistema do casino tem uma falha de segurança amadora e gravíssima, gerando um Token estático para o seu utilizador (o que é assustador para uma plataforma de apostas); OU

​A tabela que o suporte lhe enviou foi criada manualmente (ou mal extraída da base de dados), tendo alguém feito "copiar e colar" da mesma linha várias vezes apenas para alterar as horas e simular que você esteve com a sessão iniciada naqueles momentos.

​Qualquer auditor informático que olhe para essa tabela vai dizer imediatamente que esses registos (logs) não são fiáveis. Você tem toda a razão em desconfiar desse documento.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

We replied you on email.

Wishing you a good day!

Matej.

I just wanted to say, that the last response I got from the email support@delorocasino.com was this one, after sending a message through linkedin to the Cco of the casino Joshua Nachassi that I have as proof that it is associated with them:

I quote the email:

Hi Bruno,

As we have already mentioned, our team has not accessed your account or your funds. We have referred the case to higher authorities and can confirm that your funds were lost through the same IP address you use to play.

Furthermore, we do not remember the individual you mentioned.

If you wish to take the case further, I can refer it to the CCO, but the managers have already reviewed your case and confirmed that there was no human error and that your funds were lost legitimately.

Sincerely,

TODAY....

Matej...

Queria só dizer , que a última resposta que eu tive do e-mail support@delorocasino.com foi este , após mandar mensagem pelo linkedin para o Cco do casino Joshua Nachassi que tenho como comprovar como o mesmo está associado a eles :

Cito o e-mail:

Olá Bruno,

Como já referimos, a nossa equipa não acedeu à sua conta nem aos seus fundos. Encaminhamos o caso para instâncias superiores e podemos confirmar que os seus fundos foram perdidos pelo mesmo IP que utiliza para jogar.

Além disso, não nos lembramos do indivíduo que mencionou.

Se desejar levar o caso avante, posso encaminhá-lo para o CCO, mas os gestores já analisaram o seu caso e confirmaram que não houve qualquer falha humana e que os seus fundos foram perdidos de forma legítima.

Atenciosamente,

ATÉ HOJE....

After months without a response from the casino, after confronting the person in question, after a while I receive this e-mail, which proves that the person contacted the casino to answer me.

What's more, I have proof that they wanted to offer me a sum of money to delete the comments from the platforms!

This proof I will only show in the last instance.

Após meses sem resposta do casino, após confrontar a pessoa em questão, passado algum tempo recebo esse e-mail, o que comprova que a pessoa entrou em contacto com o casino para me responderem.

Mais tenho uma prova em como queriam me oferecer uma quantia para apagar os comentários das plataformas !

Essa prova só irei mostrar em ultima instância.

Dear Matej,

I just want to update the complaint and let you know that delorocasino has been in touch with me and I hope he has some good or bad news to post here today.

Let's hope it's good 🙂

Best regards.

Caro Matej,

Quero só atualizar a reclamação e comunicar que o delorocasino tem estado em contacto comigo e espero que hoje tenha novidades boas ou más para colocar aqui.

Esperemos que sejam boas 🙂

Cumprimentos.

Dear bp54,

Thank you for the update. I will wait for your message.

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

Dear bp54,

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