Queja #54 Del Oro Casino

Delay in the additional KYC verification by the casino

Por toyoda h.

hace 2 semanas

Please help me.
I completed the initial KYC verification before making any deposit. After that, I made a deposit and won, so I tried to withdraw my funds. However, the casino requested additional KYC verification, and even after more than 40 days, they keep saying that the investigation is still ongoing.
I would greatly appreciate your support regarding this matter.

Casino en conflicto Del Oro Casino

Motivo Otro

Cantidad €900

Discusión

AskGamblers

• Support Team

hace 1 semana

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Del Oro Casino management acted in accordance with their Terms and Conditions.

The withdrawal was paid, and the account was closed as per the player's request, before submitting a complaint.

Due to the above, we have no other choice but to reject the complaint.

We would like to remind the submitter that, in case of disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Del Oro Casino

• Representative

hace 1 semana

Hello all,

We would like to clarify that the player successfully withdrew their funds before submitting this complaint.

Additionally, the player requested the closure of their account and clearly confirmed that they did not wish for the account to be reopened. The account was closed accordingly and remains closed.

For transparency, we have provided AskGamblers with supporting documentation, including transaction confirmation, withdrawal details, and the player’s account closure request.

Based on our records, the matter has already been resolved, with all funds paid and the player’s request fulfilled.

taiappu

• Japon

hace 1 semana

どういう意味ですか？残高が900ユーロのままで、口座の閉鎖を要請したと言っているのですか？

英語だとこうです。

Translation:

What does that mean? Are you saying that the balance remains at 900 euros and you requested that the account be closed?

In English, it's like this:

I have been waiting for more than one month for your additional KYC, so I have sent you several reminder emails.

Del Oro Casino

• Representative

hace 1 semana

Hello,

We have email official AG email regarding this case .

Wishing you a great day !

Estadísticas de quejas de Del Oro Casino

Resueltas 6 / 7

Cantidad promedio $1,290

Duración media de quejas 13 días

Tiempo de respuesta promedio 2 días

Del Oro Casino Quejas

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Retiro misterioso que nunca hice y nunca me llego y me envian falso voucher

buenas noches askgambles, les comento lo que pasó con delorocasino, en el mes de marzo del 2024, tenia 645.11 euros, lo cual intenté retirar un par de veces pero el retiro lo rechazaban, y lo deje ahí, luego en mayo del 2024 vuelvo a entrar y no veo mi dinero y veo en mi historial que hay un retiro del 19 de abril, fecha que no he entrado, reviso mi cuenta de neteller y no veo ningun pago, entonces escribo al chat y me envian un voucher de pago, por lo tanto consulto con neteller que paso con mi dinero creyendo que el problema era con neteller y me responden que el numero de transaccion que envian no esta a mi nombre y que esa foto esta editada, lo cual genera todo un problema les escribo a "del oro" por el voucher falso que me enviaron, me dejaron de responder unos dias, actitud demasiado sospechosa y despues de tanto insistir me dicen que investigar donde esta mi dinero, y asi me dijieron como 5 meses hasta que me aburrí, el ultimo mes me dijieron que querian que demuestre los depositos de mi cuenta de skrill, no los depositos a "del oro" sino de skrill, lo cual no tiene sentido, yo recargue mi cuenta de skrill en el 2021, y de ahi he circulado mi dinero por diferentes casinos y casas de apuestas, aqui solo estan buscando desviar el tema con una falta muy grave como es falsificar un voucher

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Hello AskGamblers Team,

I am submitting a complaint against Del Oro Casino regarding their failure to act on a responsible gambling request.

On 16 February, I contacted Del Oro Casino and explicitly requested that my account be blocked due to gambling problems. I clearly stated the reason as responsible gambling-related harm, and I will attach evidence of this request.

From 16 February onwards, I did not receive any confirmation or response indicating that my account had been blocked or restricted.

On 2 May, I was still able to access my account, deposit funds, and continue playing. As a result, I lost several hundred euros during this period.

This shows that my request to block my account was not processed or implemented correctly, despite being a clear responsible gambling request. Once a player requests a gambling block due to gambling problems, the operator is required to act immediately and prevent further access to the account.

If the account had been properly blocked on 16 February, I would not have been able to log in, deposit, or play on 2 May.

I am requesting the following:

* Investigation into why my account blocking request from 16 February was not actioned

* Refund of deposits and losses made after 16 February

* Clarification of how responsible gambling requests are handled and why this request was not implemented

I will provide supporting evidence of my original request.

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Hello,

I uploaded my KYC to Del Oro casino over 2 weeks ago (Just prior to Dec 14th). They only request a selfie and a passport picture.

They have not changed from 'Verification Pending' status for over two weeks.

I have communicated with chat numerous times, and they say they are behind, but I should keep chasing. They keep telling me to email to chase. When I emailed and chased, I filled out a questionaire but the documents still have not been checked. I feel like I'm just emailing for the sake of it now.

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It seems the Casinos has stored the address still in the backend, while the address you fill in frontend is not taken by the System. I explained many times to the Casino.
I found out on the blockchain which address this was. Fortunately I made a Screenshot of the payout including the address on Friday. This old wallet received the Funds, while they told me I am the only one who can decide which address they use.
Because of the sensitivity of data I can provide the screenshots to askgamblers.
Its clearly visible this address was wrong and the wallet was Not active since June 2025.

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Del Oro withholding my winnings 980 EUR

Hi there.

I hope you are well.

I recently had a small win at Deloro Casino on the 17th September. The amount was €980.

My account is fully verified and I have had withdrawals previously.

When I tried to withdraw, the site said I needed to verify with a selfie. I inquired why, and live chat said they had noticed some 'bonus abuse' and as a result my account was temporarily blocked.
My winnings were then removed.
No firm reasons were given and no breaches of terms or details of the 'abuse' were stated.
They then alluded to believing that I was involved in some sort of bonus abuse group, but 'may have been mistaken' and asked me to send them a bank statement showing a transaction linked to my Neteller account, which I used for depositing. I did this the same day.
I have attached screenshots of the entire live chat conversation, from the beginning of the issue until my most recent communication to follow it up. I have highlighted the sections where the so called 'abuse' is mentioned.

I have made a formal complaint by email and have followed this up on a number of occasions, but I have not had any response. I have attached screenshots of all of the emails I have sent.
I have also attached relevant screenshots for you showing the win and the administration removal of the money.

Any help would be greatly appreciated.
Please don't hesitate to ask if you need anything more from me.

Kind regards.

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