DelOro Casino - Igrački račun je zatvoren, dobici zadržani.

Dear Casino Guru Team,

I am contacting you because I believe Casino Guru is my last remaining avenue for help with a serious dispute with Deloro Casino involving more than CAD $60,900 in withheld winnings.

I have been playing at Deloro for approximately two years. During this time, I made numerous deposits and withdrawals without any problems. Deloro completed my identity and account verification long ago, and I never had any issues with my account, deposits, withdrawals, or gameplay.

I have only ever had one Deloro player account, and I have never had multiple accounts with Deloro or with any other online casino.

My partner also has his own completely separate Deloro account. We each have our own personal information and separate bank accounts. We both use Deloro from our home Wi-Fi, while I regularly play on my tablet, sometimes my phone, and occasionally our home computer. I also sometimes use my tablet or phone on my workplace Wi-Fi. None of this ever caused an issue during my two years of playing.

I also use a VPN because certain games are otherwise unavailable in my region. Before using it, I specifically contacted Deloro by email to ask whether VPN use was allowed. Their customer support told me that it was not a problem, so I continued using it in good faith.

My partner and I have also each used promotional bonuses offered by Deloro, and we have regularly received cashback credited automatically to our respective accounts. These were never hidden from Deloro.

The situation changed after I had a very significant win. My balance reached more than CAD $66,500. Deloro allowed me to successfully receive four withdrawals of CAD $1,400 each, and then suddenly blocked my account.

Deloro subsequently accused me of having multiple accounts and closed my account under section 3.3 of their Terms and Conditions. I completely deny this allegation. I have never created or knowingly used a second Deloro account.

Deloro claims that it identified "multiple accounts associated with the same player activity" and "verification inconsistencies," but refuses to provide the evidence, stating that it is based on technical information that cannot be disclosed.

I am particularly concerned that technical similarities may have been caused by legitimate circumstances such as our shared household Wi-Fi, multiple devices, my workplace Wi-Fi, VPN use, or the fact that my partner has his own separate Deloro account. None of these circumstances means that I created or controlled another account.

It is also concerning that Deloro accepted my deposits, processed numerous withdrawals, completed verification, allowed promotional bonuses and cashback, and permitted me to play for approximately two years without raising any multiple-account concern, only taking this action after a very substantial win.

I have reviewed the complaints concerning Deloro on Casino Guru and noticed that several other players have reported very similar allegations involving multiple accounts and withheld winnings. I understand that many of these complaints do not appear to have been successfully resolved, but Casino Guru is still one of the last avenues available to players in situations like mine.

I am not asking Casino Guru to simply take my word for it. I am asking for a fair and independent review and, if possible, for Deloro to provide sufficient evidence that I actually created or controlled another account.

I am willing to cooperate fully with any reasonable verification process.

The amount being withheld is more than CAD $60,900, and this is a very substantial amount of money for me. I sincerely hope Casino Guru can help facilitate a fair resolution and encourage Deloro Casino to reconsider its decision or provide evidence supporting its accusation.

Thank you for taking the time to review my complaint and for any assistance you can provide.

Kind regards,

Audrey

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Hello,

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 clarify when your account was verified?
• Since when has your partner had an account in the casino? Was he able to verify his account and withdraw?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas