DelOro Casino - プレイヤーのアカウント閉鎖リクエストは無視されました。

I requested DeloroCasino to permanently close my account due to gambling-related harm, but they refused and instead encouraged me to continue playing, allowing further deposits despite my vulnerability.

Eventually, they pressured me into accepting a settlement for a very low amount while I was in financial distress. I agreed under pressure, but the circumstances raise serious concerns about fairness and responsible gambling obligations.

After I believed the matter was settled, the casino continued to send me multiple promotional emails despite my closure request, violating responsible gambling standards.

Now, DeloroCasino has completely cut off communication by ignoring my emails and disabling my live chat access by kicking me out every time i try to reach out. According to the European Consumer Centre (ECC), the contract I signed is not valid or enforceable under EU consumer protection law.

I am seeking proper mediation, a fair resolution, and accountability for these breaches.

As a disclaimer, disputed amount is not correct. It's in the thousands actually but i dont have access to transaction history on their website. I also have more evidence to support my claims but it seems like your form has a limit on attachments, kindly request more from me via e-mail if necessary.

Dear Pridx, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions of the casino and found the following information:

2.3.3. To avoid human error we ask that players with gambling addiction to self exclude in the account settings. Players can select different self exclusions periods. We do not take responsibility of the human error of support agents in handling the closure of accounts. We also do not handle gambling addiction tickets through our ticket system as it is not our primary source of communication. You may email us at support@delorocasino.com or access us through our 24/7 live support. Please confirm a response from our team that your account has been closed. 

Please Note:

Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It is essential to understand that a self-exclusion request for one brand is specific to that brand alone. It does not automatically apply to other brands, even if they operate under the same licensing umbrella.

Should a player desire to extend their self-exclusion to all brands under our company's license, it is their responsibility to expressly reach out to our Support Team for this purpose.

Is your account still open? Could you please specify if you have tried to self-exclude in your account settings? I have also noticed that based on the screenshot you shared, you contacted the casino using the wrong email address. Your closure request was sent to contact@delorocasino.com, while the correct address is support@delorocasino.com. Additionally, self-exclusion requests are not checked via tickets system.

Have you tried to contact the casino more times to inform them about your gambling issues? Have you tried to contact them via additional communication channels like live chat, as advised in the terms?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Hi Natalia,

I have now sent you the information you asked for via email. In addition, i also provided proof of my claims about them disabling my access to live chat whenever i try to get help.

I received email which said "undelivered mail returned to sender", kindly confirm whether you got my answer or not.

edit: it looks like all my emails to the adress you gave me gets sent back to me, is that adress correct?

Dear Pridx, can you please try to forward everything again? It seems that you can reach me as I have received one email from you with the text: "I sent you the information you requested on CasinoGuru complaint but i received a email stating that "undelivered mail returned to sender", can you confirm if you received the response or not? ..."

The correct email address is natalia.b@casino.guru. I'll await your email. Thank you.

Hi,

i sent it again. Hopefully it will reach you this time.

I received the same error again, in case it has something to do with icloud i sent the same message from my gmail. It's pretty much identical adress but @gmail instead of @icloud.

Dear Pridx, thank you, I have received your emails from Gmail. Do I understand correctly that your account has been disabled? Could you please confirm since when? If you received any confirmation that your account was closed, please attach the screenshot of this email here or forward it to my email address (natalia.b@casino.guru).

I have checked the attachments in your email and I don't see any self-exclusion requests sent to support@delorocasino.com. Can you please check again and send them, too?

Do I understand correctly that you have initiated a chargeback?

Hey,

i answered to you from my gmail.

Dear Pridx, thank you for your emails.

Please note that we can only confront the casino and request a refund of lost funds if there is clear evidence showing that you properly informed the casino about a gambling problem and requested self-exclusion. In cases where the casino fails to implement appropriate protective measures following a valid self-exclusion request, we are ready to step in and assist.

However, in this instance, I found several issues that unfortunately prevent us from treating your case as a failed self-exclusion:

• According to the casino’s terms and conditions, self-exclusion requests must be sent to support@delorocasino.com. Unfortunately, your request was sent to a different email address, which is not listed anywhere on the casino’s website. As a result, the support team was unable to process it.
• While you also contacted the casino via their ticket system, this channel is not designated for handling self-exclusion requests, as clearly stated in their terms and conditions.
• You mentioned reaching out via live chat as well, but without any confirmation—such as screenshots or chat transcripts—we cannot verify the timing or content of those conversations.

Since your account has been closed as of May 17, 2025, and we found no conclusive evidence of a properly submitted and acknowledged self-exclusion request before that date, we are unable to pursue this case further as a failure on the casino’s part.

I truly understand how difficult these situations can be and would like to kindly advise you to ensure that any future self-exclusion requests are submitted through the official and clearly stated channels, ideally with written confirmation. Taking early and documented action when you start to feel at risk is key to maintaining control and protecting yourself.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia