DelOro Casino - Виграш гравця конфісковано.

Dear Sir/Madam,

The above named casino - DelOro, has confiscated a balanced of £12,210. They claim that I have commited 'fraud' at a sister Casino, namely HeatsCasino. (1)

In addition, I have requested multiple times for DelOro to send me a list of all my deposits and withdrawals on their site, and they have refused to do so. I cannot see why a supposed legitimate casino would deny a player access to this information. (2)

So there are two parts to this complaint. As highlighted above.

The 'fraud' they claim is bogus and in reality, they have committed an error, which I was unaware of, until recently.

I look forward to hearing from you, as the casino does not respond.

I have already had a favorable ruling on this case, elsewhere, but DelOro refused to co-operate so would appreciate your stance on this as well.

Kind Regards

SYPlayer95

Dear SYPlayer95,

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.

• Which games did you play - slots, live casino, sports betting, etc.?
• Could you please advise if you currently have access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

Furthermore, regrettably, we are unable to fulfill your request for a comprehensive report of your deposits and withdrawals from the casino. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard. 

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

Kristina,

Which games did you play - slots, live casino, sports betting, etc.? Slots

Could you please advise if you currently have access to your casino account? No

Did you accumulate your winnings with or without an active bonus? No bonus on DelOro.

I am not after a comprehensive report. I would be able to access this information myself, If I was logged into my account, but it is blocked. But anyway, let's forget about the second part of my complaint and focus on the first point, being confiscation of my balance on Del Oro Casino, due to errors the casino made on HeatsCasino.

Kind Regards

SYPlayer95

Good Morning,

I politely request that this complaint is withdrawn.

SYPlayer95, I will now close this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.