DelOro Casino - 플레이어는 계정 문제와 손실 복구 후 도움을 요청합니다.

Hi!

So to start with, I will say that I'm fighting a serious gambling addiction. Due to this, I'm now trying my best to repair some of the financial damage this has caused me by reaching out to the casinos where I think they have failed to following policies and regulations.

Where I think that Del Oro has failed is following their own AML/KYC policy.

Please allow me to explain why;

I have since I made my first deposit at Del Oro deposited a total of 103 059 SEK. When deducting my winnings from that, my total loss in a month sums up to 45 478 SEK.

I'm currently unemployed, and in addition to that don't have a savings account due to years of gambling addiction. In short, I couldn't afford to deposit the amounts I've deposited (and lost) at Del Oro.

This is taken from their website:

"Source of funds

If a player deposits over a five thousand euro there is a process of understandings the source of wealth (SOW)

Examples of SOW are:

Ownership of business

Employment

Inheritance

Investment

Family

It is critical that the origin and legitimacy of that wealth is clearly understood. If this is not possible an employee may ask for an additional document or prove.  

The account will be frozen if the same user deposits either this amount in one go or multiple transactions which amount to this. An email will be sent to them manually to go through the above and an information on the website itself."

I've never been asked to do this, and if I had, it would clearly show that I didn't have enough funds to be able to spend those amounts at any casino.

I've sent 5 emails to their customer support, the first one being sent 12th of Januari 2025, and I haven't received any reply. I've reached out to their customer support chat twice, and all I get told is that they don't have anything to do matters like this, and that I will just have to wait for a reply by email.

I have blocked my account at Del Oro (which was not an easy task, as they did not reply to my email request, I had to login and block it manually), so I'm taking the steps necessary to prevent myself from gambling any more.

I hope that you can help me get in contact with the casino, with the hopes of retrieving at least some of the money I've lost.

Best regards,

Dear Fhardy,

Thank you very much for submitting your complaint.

I’m sorry to hear about the challenges you’ve faced and the impact gambling has had on your financial and personal well-being. It takes courage to share this, and I truly appreciate your transparency.

To help us assist you more effectively and address your concerns with DelOro Casino, could you please provide more details about the situation:

• Did you inform Del Oro Casino about your gambling problem at any point prior to or during the time you were depositing and playing on their platform?
• Could you share any communication you’ve had with DelOro Casino, such as emails, screenshots, or chat transcripts, that might help us understand the nature of their responses (or lack thereof)?

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity that offers a free service to help people worldwide manage their gambling habits. BetBlocker is easy to install, supports seven languages, and works across multiple devices. Once installed, it blocks access to over 84,230 gambling websites and runs silently in the background. It’s designed to help users take control of their gambling by restricting access either completely or during vulnerable periods. You can also choose to block gambling information sites if you wish, but please avoid doing so if you’re currently involved in an ongoing complaint, as this would prevent you from accessing our website.

We encourage you to consider using this tool to help manage your gambling behavior and take steps toward recovery. You can find more information about BetBlocker and our initiative here: Global Self-Exclusion Initiative.

Additionally, please feel free to forward any relevant communication or evidence to petronela.k@casino.guru so that we can build a complete and accurate case to present to the casino.

Your cooperation is critical in helping us advocate for a fair resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela!

I'll answer some of your questions here, and I'll send the proof of the communication (very one sided, since I haven't gotten a reply from Del Oro) separately to your e-mail.

• Did you inform Del Oro Casino about your gambling problem at any point prior to or during the time you were depositing and playing on their platform?

- I didn't mention gambling problems in clear words prior to my request about blocking my account due to gambling issues. But I was constantly asking for more bonuses and telling the customer support staff (using the chat) about how much I've lost, how depressed it made me feel, and that I couldn't afford to loose or deposit any more. Also my playing pattern should have triggered some sort of warning about my issues; I played for 10 hours in a row, depositing every last penny I had access to.

The first email I sent to them, on January 12th, took a lot of courage; I had been up all night playing, and I desperately sent an email asking for them to permanently close my account and telling them about my gambling problem. I didn't get a response to that, and could still log in at the casino.

I then reached out to the chat asking them to help me block my account, and got told the following: "The email you sent messages it's not responsible for closing account"

Please note, that the email I sent my request to all of Del Oros e-mail addresses that I could find. In the end I had to login and choose to exclude myself, and I wasn't able to choose the reason for my self exclusion.

I will send you all the evidence by email, and hope that you can get Del Oro to contact either me or you; I'm open to discuss a solution, but it's impossible to do so when they refuse to reply, and the customer support keeps stating that they cannot help with anything but general questions about ´deposits and withdrawals.

Please let me know if you need any additional information or clarification from me.

Best regards,

Hi Fhardy,

Thank you for sharing the details regarding your self-exclusion from Deloro Casino.

Could you please confirm the following timeline for me:

• On January 12, 2025 (Sunday), you sent an email to the casino (including support@delorocasino.com) informing them about your gambling problem.
• 12 hours later, you received a response saying: "Your account was self-excluded. You won't be able to access your account forever. For help contact our support."

• After receiving that message, were you still able to access your account at any point?
• Additionally, was this your first attempt to inform the casino about your gambling problem? If so, since the casino acted promptly in response to your request, unfortunately, there may not be much we can do in this case, as they have already taken the appropriate action.

Looking forward to your reply.

Hi Petronela!

I apologize if I was a bit messy in my first reply to you.

I would like to clarify what my main complaint against Del Oro is: that Del Oro failed to follow their AML/KYC policy, allowing me to play for amounts I couldn't afford. I think the case summary describes it very well.

While it is concerning to me that they did not respond to my initial request about blocking my account (please see the email I sent to their support, that was left without a reply or action 24 hours later), and when I spoke to the support using their chat function, instead got told that they can't help me with this. Even though I desperately pleaded for help, it ended with me having to log in myself and self exclude my account. 

They also don't have any option where I could state the reason for my self exclusion, which I think is important when it comes to gambling issues; all they offer to choose from is different time periods, where I choose "forever". I've blocked myself at many casinos due to my history with gambling issues, but this is the first casino that flat out refused to help me with it. When fighting a serious gambling problem it takes a lot of strength to even admit the problem and even more to ask for help, and being forced to login to the casino and exclude yourself is a temptation in itself. To me this seems like Del Oro doesn't take responsible gambling guidelines seriously.

Specifically the following sentence is where I think Del Oro have failed (taken from their policy that I pasted above):

"The account will be frozen if the same user deposits either this amount in one go or multiple transactions which amount to this. An email will be sent to them manually to go through the above and an information on the website itself."

I have never been asked for a SOW or any other documents except from a photo of my ID. I have print screens of all my transactions to Del Oro, which sums up to 103 059 SEK, money that I obviously couldn't afford to lose due to my previously mentioned unemployment status.

I'm aware of my own responsibility for gambling when I shouldn't have; but I have taken precautions by having a gambling block on my debit card that prevents gambling transactions from my account. The reason I was able to gamble at Del Oro despite this gambling block, was due to the fact that they bypassed the gambling block by using third party merchants that marks the transactions as something other than gambling. On my bank statement I have more than a dozen different merchants for my deposits, and they all look like I bought an item or service not related to gambling at all.

That's why I mentioned that in the emails I've sent to Del Oro (and forwarded to you). As I said, I'm aware of my own issues here, but at the same time I want to be able to trust that the precautions for staying away from gambling works, as well as Del Oro owning up to their player responsibility as stated in their own policy.

I still have not heard anything at all from Del Oro, so I hope you're able to get a hold of them to discuss a settlement.

Hi Fhardy,

Thank you for the detailed explanation. I really appreciate your patience in clarifying your situation, and I fully understand how difficult it must have been for you to reach out for help.

Based on the timeline it seems like Del Oro acted relatively quickly in self-excluding your account, which, while it doesn’t address the full picture, does show that they took some action. Unfortunately, if the account was self-excluded after their prompt response, there's not much we can do at this point. I wish we had more leverage to assist you, but given that they acted on your request and confirmed that the account would be permanently closed, this is where our ability to intervene becomes limited.

It is incredibly unfortunate that casinos do not always prioritize affordability checks or more responsible gambling policies, especially when it comes to ensuring that players aren’t gambling beyond their means. As you mentioned, the fact that DelOro allowed you to deposit funds through third-party merchants is indeed concerning. However, these kinds of practices are unfortunately not uncommon in some casinos, particularly those licensed by Comoros (AOFA), where standards can differ significantly.

While we can’t reverse these situations, I want to reassure you that your story is valuable, and sharing it with us helps inform others who may be in similar situations. I deeply empathize with your struggle, and I truly wish there was more we could do to assist you with this case.

Please let me know if there's any information I've missed, but unfortunately, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance.

Thank you for your understanding, and I look forward to your reply.

Hi Petronela!

I appreciate your compassion for my situation, and maybe I have no choice but to accept that nothing can be done in this case.

But just to clarify; Del Oro did in fact NOT act at all on my self exclusion request; I begged the support agent in the chat to get them to help me with closing my account, but got told they couldn't do that, and instead they answered (in the chat) with instructions on how the only option to do so was if I logged in on their site and do it myself.

They never replied to the request I sent them by email, that's why I myself actively sought help using the support chat. Meaning that in the end I had no choice but to do it myself by logging in on their site and self exclude my account. Does that change anything at all, or is this a lost case?

Since I'm reaching for every possibility to at least partially salvage the financial damage I'm facing; when I asked for Del Oro to block my account (both in the email I sent as well as in my chat with their support agent), I also asked for them to to the same to any other casinos operating under the same ownership.

The exact phrasing I used was this: "I'm asking you to permanently block my account at Del Oro due to me having serious gambling issues. Please do the same at any other casinos operating under the same ownership."

When I went through my transactions (Del Oro unfortunately isn't the only casino I've been gambling at during this period), I realized that I have made deposits at a casino that shares management/has the same parent company as Del Oro after my request to block was sent/after I self excluded my account. I was able to open an account and make deposits at the other casino, using the exact same information that I used when I registered at Del Oro.

I know that for example MGA licenses casinos are obliged to act on requests to block accounts for all brands under the same license/management, but how does this work with the AOFA license? In my case, I specifically asked for them to block my account at any other casinos operating under the same ownership due to gambling issues.

I truly feel that Del Oro should have taken this seriously by acting promptly on such a serious matter. I've read in other complaints posted here at CasinoGuru (regarding Del Oro and the other casino in question), and it's established that these two casinos have a connection.

Here is a print screen from the Anjouan Gaming official website as proof of this statement:

Should this be directed to Del Oro or to the other casino?

Thanks in advance!

Hi Fhardy,

Thank you for your message and for providing further details about your case.

To clarify, live chat agents often do not have the authority to directly block or exclude players from the casino. As long as they provide guidance on the correct way to self-exclude, their response is generally considered acceptable.

Unfortunately, under the AOFA (Comoros) license, the fact that two casinos share the same ownership does not necessarily mean they share player databases or that one casino is required to enforce self-exclusion requests across all brands under the same company. Some licensing authorities do require operators to treat self-excluded players equally across all casinos, but unfortunately, Comoros is not one of them.

Please let me know if there is any important information I may have missed, but based on what I have, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance, and I appreciate your understanding.

If you have any further questions, feel free to reach out.

Dear Fhardy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Fhardy,

To recap:

Live chat agents often don’t have the authority to block or exclude players directly. As long as they guide players on how to self-exclude, their response is generally acceptable.

Under the AOFA (Comoros) license, casinos under the same ownership aren’t required to share player databases or enforce self-exclusion across all brands. Unfortunately, this means no violation of the casino’s terms or licensing requirements has been found.

We must, therefore, close your complaint as rejected. If you have any further questions, feel free to reach out.

Kind regards,

Petronela

Casino.Guru