DelOro Casino - Der Spieler hat Probleme mit Auszahlungslimits und dem Service.

This casino has been a very negative experience.

VIP service sucks, worst VIP service I'VE EVER HAD.

First in the casino regulations it said that the minimum withdrawal was 10,000 euros per day, I made that amount and tried to withdraw and was told that the limit was 1000 euros per day in which 20 euros goes to the casino in fees.

Then I sent an e-mail explaining the situation to which I have not received a reply so far, in the meantime I went to chat and instead of being able to resolve the situation they enticed me with a tournament that is not even advertised on the site.

I know it was my fault that I lost the money, but I was influenced and they put psychological pressure on me several times, which I don't think is right or ethical on the casino's part.

I have attached all the evidence I have. What I want is to be rewarded for their attitude towards me and for not respecting the regulations and not accepting their mistake, and for the psychological pressure they put on me, as you can see from the images.

Este casino tem sido uma experiência muito negativa.

Atendimento VIP não presta, pior atendimento VIP QUE JÁ TIVE.

Primeiro no regulamento do casino dizia que o levantamento minimo era de 10mil euros por dia, fiz essa quantia tentei levantar e disseram me que o limite era de 1000€ por dia em que 20€ fica para o casino de taxas.

Depois mandei um e-mail a explicar a situação a qual não obtive resposta até agora, entretanto fui falar no chat e em vez de me conseguirem resolver a situação aliciaram me com um torneio que nem é anunciado no site.

Sei que a culpa foi minha de ter perdido o dinheiro mas foi influenciado e fizeram varias vezes pressão psicológica para isso, o que não acho correcto nem ético na parte do casino.

Em anexo mostro todas as provas que tenho, o que eu quero é ser recompensado pela atitude deles perante mim e por não terem respeitado o regulamento e tão pouco assumido o erro deles, e pela pressão psicológica que fizeram comigo como podem ver pelas imagens.

Dear bp54,

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 explain whether there is any pending withdrawal on your account?
• Is there any remaining balance on your casino account you wish to withdraw?
• Have you passed the account verification in the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your replies.

I went over the information you provided, and please note we can't ask the casino for a refund based on the assertion they compel you to continue to play.

If you believe you need protection from further play, I would recommend you request a self-exclusion from the casino.

2.3.3. To avoid human error we ask that players with gambling addiction to self exclude in the account settings. Players can select different self exclusions periods. We do not take responsibility of the human error of support agents in handling the closure of accounts. We also do not handle gambling addiction tickets through our ticket system as it is not our primary source of communication. You may email us at support@delorocasino.com or access us through our 24/7 live support. Please confirm a response from our team that your account has been closed. 

Please Note:

Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It is essential to understand that a self-exclusion request for one brand is specific to that brand alone. It does not automatically apply to other brands, even if they operate under the same licensing umbrella.

Should a player desire to extend their self-exclusion to all brands under our company's license, it is their responsibility to expressly reach out to our Support Team for this purpose.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings DelOro Support,

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 (permanently).

The reason for my decision is due to gambling problems /unrelated to any gambling problems (choose what applies)

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

Please send another email to support@delorocasino.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments.

Dear bp54,

We're glad to hear that you reached an agreement with the casino. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru