DelOro Casino - Igrački nalog je zatvoren.

Hello

I am contacting you regarding a dispute with the online casino Deloro.

I started playing on this casino several months ago. At first, I was losing significant amounts of money, and I even requested an increase to my daily withdrawal limit because the original limit was too low. The casino agreed and increased it.

Later, I was fortunate enough to win around €34,000. I began withdrawing my winnings, but after a few days, the casino froze my account and requested financial verification documents. I provided all the requested documents, and after about ten days, my account was verified, reopened, and I was allowed to continue playing. By that time, I had successfully withdrawn approximately €25,000.

I continued playing with the remaining balance and was again fortunate enough to increase it to around €25,000. However, the very next morning, I received an email informing me that my account had been closed.

This situation came as a complete surprise. My account had already been fully verified, and I had been using the platform for several months without any issues.

they say I have multiple accounts wich completely false

I have always cooperated fully with all verification requests and provided every document asked of me. I am therefore seeking your assistance to understand the reasons behind the closure of my account and to help me recover my legitimate winnings.

thanks

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?
• What types of games did you play to accumulate the most recent winnings you were trying to withdraw?
• Have you used any public device or public network to access your account at DelOro Casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello

thank you for offering your help

I have never played from a public computer. I have only ever accessed my account from my iPhone and my personal laptop.

I have, however, used those devices on different internet connections, including at home, while travelling, and during holidays, simply because I take my own devices with me.

I never needed to use a VPN to access Deloro, as the website has always been fully accessible from France. In fact, as far as I am aware, Deloro does not even prohibit the use of a VPN.

I have used a VPN in the past to access other websites that required it, but never for Deloro.

No member of my family has an account or plays on any gambling websites.

It honestly feels as though this is simply another angle being explored to avoid paying my legitimate winnings. They know perfectly well that I have never created a second account. At most, they may be trying to suggest that another connection appears "suspicious," but what would that actually prove? Nothing.

I had absolutely no reason to create another account. My original account had never been blocked, so opening a second one would have made no sense whatsoever.

From my perspective, this looks like an attempt to exploit a technicality rather than deal with the facts of my case, and I find that extremely disappointing for a company such as Deloro.

In any event, thank you once again for your help and for taking the time to look into this matter.

thank you

The game I played and won is mega wheel by pragmatic

Dear Bolivier

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, Stefan (stefan.m@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,

Veronika

Dear Bolivier,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from DelOro Casino to join this conversation and assist in addressing the complaint.

Dear DelOro Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello, and thank you for your reply.

As anyone can easily verify by performing a simple internet search for "DelOro multiple accounts", it appears that DelOro has repeatedly relied on the "multiple account" allegation in disputes involving significant player winnings.

This is precisely why I would now like to give everyone the opportunity to obtain a thorough, independent, and evidence-based verification.

To that end, I have contacted a company specializing in data analysis and digital forensics. I would like them to examine the technical data held by DelOro in order to determine, objectively and independently, whether there is any factual basis for the allegation made against me.

Would you be willing to authorize such an independent analysis and provide the necessary data to that company? I believe this would be the most transparent way to establish the truth for all parties involved.

Dear All,

We have forwarded supplementary information concerning this matter to the email of Casino Guru's representative.

Wishing everyone a pleasant day.

Could you please by a little bit more transparent and share any information also with me? And sure everyone here is finding surprising that such an obvious and easy thing to demonstrate as multiples account can not be shared with everyone

Dear Bolivier,

I hope this message finds you well.

We have thoroughly reviewed the evidence provided by the casino representative, and we can confirm the use of multiple accounts. Based on the evidence we received, we have to agree with the casino's decision and conclude that it acted in accordance with its Terms and Conditions.

Unfortunately, we are unable to share the evidence with you, as the casino has not given us permission to disclose it.

Due to the aforementioned reasons, we will now proceed with rejecting this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru