DelOro Casino - обща дискусия (страница 21)

Mine complaint was a bit long time ago and I was solved that time.

Good to hear, hopefully this will be solved aswell.

I am sure that Natalia will inform you whether she has received it in her next reply.

Unfortunately, as we have hundreds of complaints, our team has to deal with them. You have to be patient and wait until she gets to your complaint again.

Deleted account

I have a Deloro account I have been using for months. Yesterday, I made a 1250$CAD withdraw. I never received the money. It usually takes me 15 min to receive the Interac with the money. I contacted support this morning to know what was happening and got told that there was no withdrawals and the last one was from few days ago. Wich is false. I tried connecting in my account to see what was happing, impossible. My account doesn't exist anymore, cant connect, cant reset passwords. I contacted the support again and got told there is no existing account with my email address. What am I suppose to do ??? I made the deposits with crypto, so I don't have any bank statements with the transactions. It's just random crypto transactions with random addresses on them.

Also, I made a 175$ XRP deposit on my account and never saw the money too. Got told by support the transactions is processing and that I should see the money soon, but never happened.

I am going to take legal actions against Deloro if this doesn't get fixed soon.

Do you have any kind of proof that you have an account at this casino, though?

Perhaps our complaint team could try to investigate this matter and hopefully get in touch with the casino to find out more.

Please file a complaint here and explain the situation. We will get back to you as soon as possible.

Of course I have all the email confirmations for the deposit and withdrawals I made

Good. Keep those in case we need them.

Soon your complaint will be taken care of.

Update on the situation

I recontacted the live support and they now tell me I asked for my account to be close on the same day I withdrew 1250$ from my account. I am asking to see proof of that and I am not getting any answer except. "There is a note in your account, Daniel"

Update again

They literally get a fake conversation with me saying to close the account wich is completly false. What can I even do

Isn't that you in the conversation? Really?

Please reply also to your complaint whenever possible, as our team needs some additional information now.

Good evening everyone, I've been registered at this casino since January 28th and until now I had nothing to say, fast withdrawals and good bonuses.

But everything has changed, I've filed a complaint here at gurucasinos and I hope you're really impartial and not in favor of the casinos.

I'll summarize what happened:

On August 27th I won 44,000 euros at crazytime, I continued to play and on August 28th I had a total of 57720 euros, around 1:28 a.m. Portugal time I made my last withdrawal of 5,000 euros, leaving the amount of 52720euros in the account, I went to bed all happy.

At around 6.20 a.m. I can't tell you the exact time, I went to log in to my account as I always do, I put in my details as I always do and I got the message that the password was wrong, I tried two more times until I went to chat with JULIANA LIMA to say that I couldn't log in to my account and that I was getting the message saying that the e-mail or password was wrong, the answer she gave me was that everything was fine with my account and that there was no problem but for me to change the password and try again.

It was around 6.49 a.m. / 6.50 a.m. and I made the request to recover my password. At around 6.52 a.m. I received the recovery code in my e-mail, opened the link and changed my password.

I try to log in again, but as I've tried several times before, I have to wait a few minutes.

After waiting 5 to 10 minutes, I enter my new e-mail address and password and manage to log into my account, but to my surprise the account was at 0 and this ?

I go to chat and they tell me that everything is fine with my account and I've been playing, which is a lie.

I check my play history and at the time I was requesting to recover my password, they were using my account to play games until they set my account to 0.

In short:

In order not to pay me, they ran this scam in the hope that I wouldn't wake up at that time and they'd get away with it, but it didn't work out.

We're talking about a large sum of money, which according to them is nothing to the casinos, but to me it was a lot, I had already made plans for the money, this situation is affecting me a lot psychologically.

I hope that Gurucasinos will take action on this matter, whatever you need I will be happy to send you all the evidence.

This was my casino of choice, but apparently they can't be trusted.

Boa noite a todos, desde dia 28 de Janeiro que estou registado neste casino e até à data não tinha nada a dizer, saques rápidos bons bonus.

Mas tudo mudou, já fiz a reclamação aqui na gurucasinos e espero que vocês sejam mesmo imparciais e não estejam a favor dos casinos.

Vou fazer um resumo do que se passou:

No dia 27 de Agosto ganhei no crazytime 44 mil euros, continuei a jogar e no dia 28 de Agosto tinha no total 57720 euros, por volta da 1h28 da manhã hora de Portugal fiz o meu ultimo levantamento de 5 mil euros, ficando na conta a quantia de 52720euros, fui me deitar todo contente.

Por volta das 6h20 da manhã não consigo dizer a hora exata vou fazer login na minja conta como costumo sempre fazer, coloco os dados como sempre fiz e recebo a mensagem que a password estava errada, tentei mais 2 vezes até que fui falar no chat com a JULIANA LIMA a dizer que não conseguia entrar na minha conta que recebia a mensagem a dizer que o e-mail ou password estavam errados, a resposta que ela me disse é que estava tudo bem com a minha conta e que não havia problema mas para eu alterar a password e tentar novamente.

Eram mais ou menos 6h49 /6h50 e faço então o pedido de recuperação da password o qual recebo no e-mail por volta das 6h52 o código de recuperação, abro o link e procedo a alteração da password.

Tento novamente entrar mas como já tinha tentado várias vezes anteriormente tenho que esperar alguns minutos.

Após esperar 5 a 10 minutos meto o e-mail e a password nova e consigo entrar na minha conta, mas para minha surpresa a conta estava a 0 e esta ?

Vou falar no chat o qual me dizem que está tudo bem com a minha conta e estive a jogar , o que é mentira.

Vou verificar o histórico de jogadas e na altura que eu estava a efetuar o pedido de recuperação da minha password estavam a utilizar a minha conta a fazer jogadas até colocarem a minha conta a 0.

Resumindo :

Para não me pagarem fizeram este esquema na expectativa que eu aquela hora não tivesse acordado e conseguissem safar, mas não correu bem.

Estamos a falar em uma grande quantia que segundo eles para os casinos nao é nada mas para mim era muito, já tinha feito planos para o dinheiro, esta situação está afetar me muito psicológicamente.

Espero que a Gurucasinos tome medidas quanto a este assunto, o que precisarem terei todo o gosto em enviar as provas tudo.

Este era o meu casino de eleição, mas pelos vistos não são de confiança.

This guy is bluffing 100%. No chance the casino went in and did this. I never heard anything like that either.

I think he went on tilt and played it all away. You can be logged in at the same time as you request password on another device. This story is also really bad and you can see through it pretty easy.

Well, that matter was dealt with at the time, and the issue at the time was the unethical behavior of the chat representative, which after a conversation with Del Oro was resolved by an agreement that I can't talk about.

This is a totally different matter, so you can't accuse me without knowing what's going on, without seeing the evidence.

I didn't make any moves after my last withdrawal and I have all the proof.

Bem esse assunto foi tratado na altura, e a questão na altura foi a pouca ética do representante do chat que após conversa com o Del Oro ficou resolvido mediante acordo que não posso falar.

Este assunto é totalmente diferente, por isso não podem acusar me sem saberem o que se passa, sem verem as provas.

Não fiz nenhuma jogada após o meu ultimo saque e tenho todas as provas.

Dear Gez85,

It's impossible for me to be in the chat communicating that I can't log into my account by giving the wrong e-mail and password, and at the same time be playing and recovering the password.

The other complaint has nothing to do with this one, I ask you not to mix things up, I didn't play and I have proof of that, with the conversation in the chat, the time I received the recovery email.

Caro Gez85,

É impossível eu estar no chat a comunicar que não consigo entrar na minha conta dando e-mail e password errados, e estar ao mesmo tempo a jogar e a recuperar a password.

A outra reclamação nada tem haver com esta, peço que não misturem as coisas, eu não joguei e tenho como comprovar isso, com a conversa no chat, a hora que recebi o e-mail de recuperação.

That situation has been resolved.

And I can't divulge any more details, I admitted to the casino that I was also at fault, but that the chat assistant shouldn't have done what she did.

That matter has nothing to do with this one!

Essa situação foi resolvida.

E não posso divulgar mais pormenores, admiti ao casino que também tive culpa, mas que a assistente do chat não devia ter feito o que fez.

Esse assunto nada têm haver com este !

When I noticed that I couldn't get in, I immediately went to talk to Juliana Lima, and I have the conversation with her in the chat that proves it, and they also have it.

I'm waiting for an e-mail from them with the investigation.

Quando reparei que não conseguia entrar fui de imediato falar com a Juliana Lima , e tenho a conversa com ela no chat que comprova , e eles também têm.

Estou a aguardar um e-mail deles com a investigação.

To be transparent, I just responded to you in the other thread by reminding you of the nature of the issue:

"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."

I won't speculate. Thank you for submitting it.

Tomas will surely respond to you.

https://casino.guru/complaints/deloro-casino-player-s-winnings-have-been-confiscated-2

I hope the same thing never happens to you, because it's very bad to have members here blaming me without seeing any proof or knowing the whole story.

After the last withdrawal at 1:28 a.m. Portugal time I went to rest, around 6:10 a.m. or so I wake up, try to log in to my account and get the wrong e-mail and password, and after doing all the processes to recover the account, logging in and seeing the account at 0 is something I can't even explain!

You may not believe it, but that's what happened!

Eu espero que nunca vos aconteça o mesmo, porque é muito mal ter aqui membros a culpar me sem verem provas sem saberem a história toda.

Depois do ultimo saque as 1h28 horário de Portugal fui descansar, Por volta das 6h10 mais ou menos acordo, tento entrar na minha conta e recebo a mensagem e-mail e password errados , e após fazer os processos todos de recuperação da conta entrar e ver a conta a 0 é algo que nem sei explicar !

Podem não acreditar, mas foi o que aconteceu!