Queja #17 Del Oro Casino

Withdrawal FEE too high

Por Sammeke55

hace 1 año

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.

I had contact with live support but they keep telling me I have to talk with the financial team but they keep ignoring me.Then also some friends of me were playing slots and hunting it , they wanted to see who would have the best bonus pay out of the end of it, but because they played on the same IP address their accounts get blocked and the casino just took their money and never replied on them of just gave their deposit money back.

That’s not the way how you should handle things. It’s clearly written in their policy that you can cancel the bonus at any time and withdraw your winnings .

Casino en conflicto Del Oro Casino

Motivo Fondos Perdidos

Cantidad €1000

Discusión

AskGamblers

• Support Team

hace 1 año

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.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sammeke55

hace 1 año

Are they going to deposit my money back ? I’m waiting long time now from this fraud organisation.
Regards
Sam

AskGamblers

• Support Team

hace 1 año

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Del Oro Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Del Oro Casino

• Representative

hace 1 año

Hello Askgamblers,

We have provided you with the detailed information regarding this fraudulent player and his case.

Please get back to us when you can so we can successfully close the case.

Thanks,
Del Oro Casino

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

Ver todas las quejas contra este casino.

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

No resuelta

€645

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.

Rechazada

€900

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.

Resuelta

€1,100

Has not checked my KYC in over 2 weeks

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.

Resuelta

€70

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.

Due to the big Bug I recommend, they investigate their Systems. I also tried to solve this with the friendly Chat that doesnt answer anymore.

Rechazada

Pending refund after 3 months

Very good afternoon. 3 months ago, the casino “Del Oro” asked me for the necessary documentation to process a refund of deposits made on their website, valued at about 1500 euros. After several messages with no response from “Del Oro”, I am contacting you to speed up -and finalize- the refund. I am sending a screenshot of the exchanged emails. You can see that the casino itself wrote to me on January 15 as follows:

"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.

Resuelta

€1,500

Account closure with balance worth 3k euros