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Delay in the additional KYC verification by the casino


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Por toyoda h.
há 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.
Cassino em disputa Del Oro Casino
Motivo Outros
Valor €900

Discussão

User name

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.

User name
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.
User name loyalty-level-2

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.

User name
Hello,

We have email official AG email regarding this case .

Wishing you a great day !

Raio-X do Del Oro Casino

Resolvido 8 / 8
Valor médio $3,217
Duração média da reclamação 15 dias
Resposta média 2 dias

Del Oro Casino Reclamações

Veja todas as reclamações deste cassino
Casino manipulador
Vou tentar explicar tudo o que aconteceu, e juntamente com o texto irei anexar várias imagens,

Derivado a ter ganho 10 mil euros e querer levantar os mesmos, fui ler o regulamento que o casino têm disponível no site no qual li a seguinte informação :

O casino autorizava o levantamento de 10 mil euros por dia, após ler essa informação fui tentar o levantamento o qual me foi recusado derivado ao limite ser 1000 € por dia o que contradiz o regulamento, e informo que o casino cumpre à risca o regulamento pelo menos para outros assuntos.
Ao ver essa informação recorri ao suporte de chat a questionar, o qual me informaram que o limite era de 1000€ por dia , questionei porque tinham no regulamento 10 mil euros por dia como essa informação estava noutros sites, o qual me responderam que era o engano.
Eu respondi que sendo um erro deles têm que assumir o erro e que eu não tinha culpa do erro deles, o qual me disseram que se quisesse aumentar mais o limite de levantamento teria que fazer mais movimentos na conta, fiz então esses movimentos gastei mais dinheiro e o limite nunca aumentou dos 1000 € , falei com o apoio vip que de nada valeu, pois o apoio vip tem menos poder que os operadores de chat o que me faz alguma confusão, deveria ser o contrário.
Bem no dia a seguir questionei novamente , o qual me responderam que a minha situação estava a ser analisada e se quisesse saber mais para contactar através do e-mail.
Assim o fiz, mas sem qualquer resposta da parte deles.
Entretanto com as apostas que tinha feito consegui passar de 10 mil euros para 14.400 € , e fui novamente falar com o suporte do chat, a colaboradora disse que não tinha informações para me dar e que eu estava a ter excelentes resultados e aliciou-me a jogar mais fazendo bastante pressão e dando o exemplo que se fosse ela não parava, como podem ver nas imagens em anexo.
Passado uns minutos manda-me uma nova mensagem a dizer o seguinte :
Bruno tenho novidades para si, fiquei logo bastante contente a pensar que seria por causa do aumento do limite de levantamento, mas não. A novidade é que eu tinha sido selecionado para um torneio que estava em 5 lugar e a fazer pressão para eu jogar pois tinha muito ainda para ganhar, podem ver isto mais detalhado nas imagens.
Bem com tanta pressão no dia a seguir fui jogar e acabei por perder tudo, mas estava a pensar que como tinha esse tal torneio e estava em 5 lugar se não me engano o valor que perdi iria recuperar.
Mas até que ponto esse torneio é fidedigno uma vez que nem anunciado é, eles podem por os valores que quiserem , mas pronto.
Perdi os 14,400 € .
Entretanto passados uns dias recebi uma mensagem a dizer que tinha ficado em 8 e que o prémio tinha sido transferido para a minha conta do casino, mas o valor que transferiram estava errado não era aquele valor que me tinham dito nas mensagens como podem comprovar pelos anexos.
Agora quem me garante que eu não ganhei mais ? que este torneio fantasma é tudo uma farsa ?

Mediante tudo que disse em cima exijo que seja reembolsado pelo casino no valor 14.400 € que era o valor que tinha antes de ser pressionado a jogar, como não respeitarem os próprios regulamentos em que podia já ter transferido os 10 mil euros para a minha conta, e mentirem sobre o valor que ganhei.

Entretanto fui pesquisar sobre o casino, e encontrei o caso de outro jogador que relata os mesmos problemas, pressão para jogar e também o aliciaram com um torneio, também mando em anexo essas provas.

Um casino tem que ser imparcial não pode pressionar os jogadores a jogar e aliciar com torneios que nem anunciados estão, e tem que cumprir com os regulamentos mesmo que estejam errados, é falha deles tem que a assumir !

Aguardo uma resposta, fiz também queixa no gurucasinos !

Vi que recusaram a minha reclamação mas as provas estão nas imagens .

Vejam o que dizia o regulamento em portugues de Portugal.

Neste momento até estão a fazer chantagem comigo, peço a quem analisa os casos que veja bem as imagens sff.

Não cancelem a reclamação por favor tenho todas as provas comigo.
Status solved Resolvido
€14,400
Casino refusing to honor bonus terms agreed upon with live chat
So I joined casino Del Oro yesterday because I had them recommended to me by a friend and was told that they offer a personalized for your first deposit. So I joined the website and talk to the live chat agents and was negotiating my first bonus offer with Victoria and it's terms. we came to the agreement that I would get either a 150% or $200% match deposit bonus with 35 times wagering with no Max win/withdrawal. Great!

"The bonus is ready to go" Victoria said just give me the thumbs up and I'll activate it for you. When I replied to her saying yes please do, somebody else entered the chat and said they were taking over for her it said that this person, Sofia, was the operations manager so I wasn't worried as Sofia obviously knew what she was doing and it was clearly stated that she knew she was taking over the conversation from someone else and made comments about terms that were only discussed with Victoria so she was obviously aware of our conversation so I said that's fine and let this new chat agent activate my bonus with seemingly no issues and started playing.

I had some luck and managed to get my winnings up to about $2300 worth and completed the wagering only to find that the moment I completed way during half of my balance was taken when I tried to speak to the agent about it I was I was told that there was a max win amount. I tried to explain that we had agreed there would be no Max win and even shared screenshots of the conversation with her but I they tried to convince me that the agent had phrased it in such a way that it meant something different and she wasn't actually agreeing to no Max when cap she was agreeing to know overall withdrawal amount limit. They also tried to tell me that their agents dont have the ability to change the max withdrawal amount which is also later proven untrue.

I tried later on to speak to another agent who I showed that in their own terms and conditions it is called Max cash out (which is what me and Victoria were referring to it as), and shared web pages that also defined max withdrawal as a max win cap for bonus, and simply got given the run around. Got told i should be happy i got $500 when i only spent 28, which i thought was ridiculous, thats the whole point of gambling. I debated with the agents for a long time on this day, even got to speak to the operations manager that activated my bonus and even she tried to argue that it didn't matter if the agent agreed i could have no win cap, i should have looked at my bonus terms and conditions, basically saying they can tell whatever mistruths they like, they shouldnt have to follow through.

SO i do go look at my bonus history and the terms and conditions, and weirdly enough it says the max payout is set at $16000. I show this to Sofia and she tells me something about how they just use that bonus as a template. Which makes no sense to me. How are we supposed to see our max payout amount then if their own staff can lie about it and the only place we can see it displays someone elses bonus information?

I have as of yet been offered no reasonable explanation, apology or reparation and i think this is completely unacceptable in any reasonable persons opinion.

I have screenshots of all relevant moments, of my conversations, and if my bonus history page, and of their relevant terms and conditions.

Noone is trying to deny that Victoria did agree there would be no Max wincap/withdrawal/cash out. They're just saying it doesn't matter I guess? All I want is what is left of my winnings that were unfairly taken :(
Status solved Resolvido
$2,300