DelOro Casino - Играчът иска възстановяване на сумата поради проблеми с акаунта.

I would like to describe my experience with the Del Oro casino.

Two days ago I decided to try my luck again. I have already made one cashout in this casino - after that everything only went downhill. I believe - and I am not the only case that this casino regulates RTP and monitors the "earnings" of players. I have seen several cases on other forums.

After a large number of deposits (some x 100eur and some x 200eur) and a big loss, for the first time in my life I had the experience of a support agent convincing me that I had to play again and maybe I would just get lucky. And not just like that - the agent started sending me screenshots of other players who had won and thus persuaded me to try again. This only awakened eternal sadness and mental problems in me. (I am adding printscreens). Additional deposits did not help. Still only and only loss. With my complaint I would like to inform you that this casino sent me photos of conversation with other players - printscreens - maybe this is also a photoshop of the winnings of the remaining players. Unfortunately, this was not the first time - that they additionally "incentivized" me to play, which in my opinion is completely tasteless for someone - who loses 2500 euros (none of the deposits were gaining anyting in any way). Every time you contact their chat you get answers like:

- The more you play, the withdrawal amount increases

- play more - I believe in your success and big profits...

After the entire experience with the casino I can only say:

- Moral damage caused and psychological pressure to play - which I believe is completely contrary to the "unwritten rules". After the experience I feel completely forced to play. Among other things, they also wrote to me that they have several players who have won 10,000 EUR or more in the last month and that I should contact their support email for a refund of deposits. I never received a response.

The casino does not take into account the players' problems with gambling, it is not ethical and moral. At this point I would also like to mention that the self-exclusion tools are extremely stingy - with just one conversation they open your account immediately. I closed my account because I didnt want to play anymore (already in 2024)!!! They Opened it in 2 minutes! And after I lost everything even though I blocked/closed my account!!! I only write to the support chat (before I couldn't log in since my account was closed) but after - they imidiatelly open it! Totally I lost 2500 eur while depositing after being in self exclusion from these casino (sending screenshot). Now explain me that? They didn't even say my account is blocked - they just opened it and said - it is opened?

Because of all the problems, the pressure to play, to get lucky, embellishment, unethical behavior - I would like the casino to refund at least part of my deposits.

Dear jjako996,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Based on the information provided I would recommend you request a permanent self-exclusion due to gambling problems in the casino.

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 Casino support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems and addiction.

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 [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

Dear Tomas,

thanks for your reply. I will defenetely send an e-mail. However - you haven't answered anything about:

• printscreens of other people talking about gains with support
• encouraging a game - saying it will bring a win
• convincing that many players have won big prizes in the last month - 10,000 euros etc.

I am sure I can request some refund of deposits because of encouraging me playing? Is that how support should behave? Also regarding RTPs - I firstly deposited 400 eur and cashout 1000 eur. Since then I made several deposits (together with first ones before cashout my deposits are higher than 4000 eur). Can you somehow help me here as well - to at least refund some of deposits?

Regarding self-exclusion, I can mention that I closed my accounts on several other casinos because of gambling problems. Sure many of them are also licensed by Anjouan Gaming (AOFA).

Greetins

again and again

they are also ignoring this type of messages. This site needs to be more controled by your side as well. I dont know why you gave them such a good rate. Upon on your reeview I decided to play here.

Thanks for sharing your point of view.

Online casinos will incite you to play. If you don't inform the casino you are in need of protection they will continue to do so.

As long as you don't indicate you struggle to control your gambling (by informing the casino you are suffering from gambling problems for example), you are the only one responsible for any deposits, bets, and losses. I apologize for not having better news.

Please let me know whether you informed the casino of your gambling problem and whether they closed your account already.

Thanks in advance for your reply and understanding.

We can close this. My account is closed on their online page.

however they didnt answer me email about self exclusion. I put "forever" self exclusion on their web site.

Thanks for the confirmation.

Since we couldn't help you with your issue the complaint will be closed as rejected. Thank you for your understanding,

Please do not hesitate to contact us if you run into issues with this or any other casino in the future.