DelOro Casino - Verifikacija igračkog naloga je odložena.

hello i would like to share with you something that i never met before.i have registered to del oro casino and play begining of april.in the same time i have send selfie and id documents.as you see on attach files pending for a long time.many times i chat with support.in the star they told me dont worry everything will finish soon .as you see 3 months past and from the chat they tell me to write direct to support becouse they are different teams.i wrote to support also many times but never answering.is that normal?how they gave licence to such casinos ?

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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.

• Is the ID on the photo you submitted still valid?
• Are there any other documents you submitted to the casino besides your ID and your selfie with ID?
• Has the casino requested any other documents from you since April?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• If needed, send evidence or information 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

yes as you see document pending 3 months now.no body exam it.they dont answer at all .only in chating they tell me soon everything resolving but probably they lie.i playied pragmatic games

Dear arhaios,

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, Lucia (lucia.s@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,

Tomas

Hello arhaios,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear DelOro Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello everyone,

We've provided additional information in the email.

Have a great day!

Dear arhaios,

Based on the evidence submitted, the casino's investigation identified technical indicators that, in its view, linked your account to another account on the platform and indicated the use of VPN services and multiple devices. The casino concluded that these findings constituted a breach of its Terms and Conditions relating to multiple accounts and promotional abuse.

Having reviewed the material provided, we have determined that the casino's decision is supported by the available evidence. Therefore, we are unable to uphold your complaint, and your complaint has been rejected.

We understand that this is not the outcome you were hoping for, and we appreciate the time you took to raise your concerns and cooperate with the review process. While we are unable to intervene further in this case, we hope the explanation provided helps clarify how the decision was reached. Thank you for your understanding.

Kind regards,

Lucia S

Casino Guru