Queja #47 Del Oro Casino

Has not checked my KYC in over 2 weeks

Por Danielle H.

hace 5 meses

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.

My issue is that I have 70 euros in the account, I cannot withdraw as a result.

Help would be great.

Casino en conflicto Del Oro Casino

Motivo Problemas de verificación

Cantidad €70

Discusión

AskGamblers

• Support Team

hace 2 meses

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

hace 5 meses

Dear @danhurrell,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Del Oro Casino

• Representative

hace 5 meses

Hello,

Thanks for the reply we have looked through the logs and have verified this user.

Kind regards,
Del Oro Casino

AskGamblers

• Support Team

hace 5 meses

Dear Del Oro Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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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Delay in the additional KYC verification by the casino

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.

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Failed to block my account due to gambling issues

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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Crypto Payout sent to an old stored address

Hi,
this is the second time the Casino sent my coins to an old wallet from me that isnt accessible anymore by me. 25 SEP and 28 NOV. Overall approximately 220 Euro.

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.

Due to this error I was AT no point able to receive any money or win an I think it would be fair to send me 600 EUR to a correct wallet. My deposits on friday werde around 1k Euro.

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Pending refund after 3 months

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"please provide an ID and a selfie which is necessary KYC in order for our team to issue a refund so we can save time throughout the process".

I rely on your help to resolve this matter. Thank you very much.

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Withdrawal FEE too high

I deposited €300, I won €1000 after a bonus hunt and I withdraw €1000 but the casino let me pay €990 FEE so I only received €10 in my bank account.

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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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