DelOro Casino - アカウントの問題により、プレイヤーの賞金が失われました。

Hello Casino Guru Team,

I am raising a formal complaint regarding an issue with Deloro involving a total of CAD 2,010.8 in winnings from 21/07/2025

The casino has stopped responding to my emails, and when I log in to my account, there is now no trace of my winnings or any of the deposits I previously made. This disappearance of both transaction and balance history is extremely concerning and feels like a deliberate attempt to avoid payment. This has happened since i raised a complaint with Heats casino for the same issue. I believe they are the same company. https://casino.guru/complaints/heats-casino-player-s-withdrawal-is-delayed-due-to-5

The Heats issue was eventually resolved however they did request that I remove my complaint on this platform before they would consider processing the withdrawal.

I have tried to contact Deloro casino multiple times through their support channels and email, but I have received no response. I have also Provided the casino with Documents they requested.

Please investigate this matter and assist in recovering my missing funds. There is no transaction history on the account for me to show you however I am including an attachment of my deposit to them and also some e-mails.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that you currently have access to your casino account?

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

Best regards,

Kristina

I used slots. Yes, I won with the welcome bonus. And I still have access to the account but they removed all my winnings and transaction history.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent the screenshots to the email you provided. Please check. Thank you!

Could you please clarify when exactly you first noticed that your winnings were missing?

In addition, please share with me screenshots from your casino account. I am especially interested in deposit history, withdrawal history, bonus history, game history, or even confirmations of withdrawal requests. If you have saved any screenshots confirming that you won the stated amount, please include them as well. You can forward everything to my email address or post it here. Thank you for your cooperation.

I responded to your email. Kindly check. Thank you!

Dear LoriC245

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, Peter (peter.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,

Kristina

Hi LoriC245,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting DelOro Casino to join this conversation.

Hello all,

We already replied on the email.

Wishing you a great day.

Thank you, DelOro Casino team, for your email and supporting evidence.

Dear LoriC245,

The data from the casino suggests that your winnings were paid to you in two transactions on the 8th and 9th of October in Ethereum via Coinspaid payment provider and that your account was closed on the 19th of October. Could you please verify this information?

No, that's not true at all. They never asked for this.

Could you please specify which part is not true?

They never paid my winnings in Etherium or in cash.

Let me ask you a question. What payment method did you use to make a deposit in the casino?

It was mifinity

Thank you LoriC245,

Were there any other payment methods registered and verified in your casino account?

Only mifinity.

Thank you, LoriC245.

DelOro Casino team,

Can you confirm this?

Hello ,

I've sent the relevant infomation on the email.

A great day to all.

Hi all,

Here's a summary of what happened based on the evidence provided by the casino so far:

* July 21, 2025: Deposit of 200 CAD.

* August 6, 2025: Last record in the Game history shows a balance of 1255.51 CAD.

* October 8, 2025: ETH withdrawal of 1622 CAD.

* October 9, 2025: ETH withdrawal of 388 CAD.

We're obviously missing something.

Dear DelOro Casino team,

Could you please send the missing part of the game history to my email address?

Dear LoriC245,

Can you recall what games you were playing?

Hello all,

Already replied your email.

Thank you, DelOro Casino team,

Now the game history makes sense.

Dear LoriC245,

Can you recall what games you were playing?

Sorry. But honestly, it's been so long and I'm not really sure anymore on what slot I played. Aside from that, all my history, including my payment history and other activities has been wiped out. So, I can't check it.

Also, regarding those alleged withdrawals. I didn't receive any emails about it. The timing of those supposed withdrawals coincides with the closure of my complaint on Heats, which is concerning. And I have never gave any crypto wallets to the casino. Would it possible for them to confirm the wallet address? Thank you.

Dear LoriC245,

Thank you for your patience. We received a clarification of the previous evidence from the casino. The amounts were in other currency. Now it matches the discussed amounts in CAD. After carefully assessing the case, we, unfortunately, have no other choice but to reject your complaint. It's very difficult for us to help you without proper supporting evidence. In contrast, the casino supplied detailed evidence from their system that suggests that the funds in question were withdrawn from the account. Without evidence that contradicts the casino’s records, we are unable to conclude that the funds are missing or that an error occurred. I understand this may not be the outcome you were hoping for, but based on the available information, the complaint must be rejected.

Kind regards,

Peter