Delay in the additional KYC verification by the casino

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.

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.

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.

As of today, my account was closed apparently due to new regulations (people located in France had their account bein shut down). I didn't receive any email about it, but more importantly there is still money in my balance.
My balance is worth 3065 euros when my account was shut down today (8th of december 2024).

I sent an email to Deloro support but have not received any news yet.

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.

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 :(