DelOro Casino - プレイヤーの賞金は没収されました。

The casino just stole my money.

I deposited and played everyday and was able to withdraw.

But yesterday I deposited around 1000 EUR and was playing for quite a while, after I lost 75 EUR I tried to withdraw my balance, but was not able, and today my money dissapeared.

Fortunately I was able to make a screenshot of this.

I did not used any bonuse, just played with my own money, but they decided to steal my money.

Dear rosszherebet,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. In order to better assist you, could you please clarify the amount that disappeared from your account?

From the screenshot of the transaction history you shared with us, I can see that your withdrawal request of 925€ was successfully processed. Have you received this amount in your bank account yet?

Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

Hi Veronika.

No I was even not able to claim this withdrawal. As you see on the screenshot the initiator is Admin. The amount was on my balance, but they just deduct it from the balance.

Previusly in the transations history thr initiator was Bank (i do not know why they display like this) and everythink works, but now, they just cut my balance to zero

Thank you for your response. Am I correct in understanding that you wanted to request a withdrawal after you wagered only 75€ out of your 1000€ deposit?

Have you activated any bonus when you deposited?

Has the balance been returned to your casino account?

Has the customer support explained to you why the withdrawal request was canceled?

So I deposited 970 EUR and I played a lot.

After that I had 924 EUR left (which means that I lost 46 EUR)

As I told you before, I did not activated any bonus

Yes the balance was on my balance when I played for the first day.

For the second day I tried to withdraw, but I was not allowed to do this - so I asked support why I can not withdraw my funds, and they told me that they will check this with their internal team.

On the third day I logged in to my account and the balance was 0. and the history showing they they confiscated my balance.

I contacted again and they told me they they are investigating something and will reply me by an email next day.

Its already 5 days or more, and I still not get any response.

In addition, I made a chat screenshots.

Thank you for reaching out. In order to assist you further, could you please forward all communication between you and the casino regarding the confiscation of your winnings to veronika.f@casino.guru?

Additionally, could you specify which types of games you played? For example, did you play slots, live casino games, or sports betting?

Hi.

I have forwarded an email for you with all screenshots. There is still no respond from Deloro. I play mostly slot games there

Thank you for your reply.

How many deposits have you made into this casino?

Have you used more than one payment method to deposit money into your casino account?

Have you made sure to use payment methods that belong solely to you?

I made more than 20 deposits there.

I used Skrill, Mifinity and Bybit account (crypto)

All the accounts (peument methods) belong only to me!

Thank you very much, rosszherebet, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear rosszherebet,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the DelOro Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear DelOro Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Hello all,

We have sent a email regarding this.

Kind regards,

Del Oro Casino

Dear DelOro Casino,

Thank you for providing additional details regarding this issue.

Dear rosszherebet,

Unfortunately, the casino has presented clear evidence indicating a serious violation of their AML policy, which ultimately led to the confiscation of your funds. Based on the information provided, we find the casino’s actions to be fully justified.

Thank you for your understanding.

Best Regards,

Kubo