WARNING Del Oro is confiscating player balances without justification

[sufferinsilence]

Yes, it's a punishable practice. They have strict player rules with a fine of up to €25K if you knowingly gamble on illegal sites.

More info:

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.

It has to be said I've never heard of a player being fined for playing on an "illegal" site.

This is some interesting research about gambling in Belgium:

The Belgian Gaming Commission is quite useless. I've raised some complaints with them in the past and they have either never gotten back to me or would "investigate" but there has never been a resolution.

 

[L&L-Jan]

UK players - My advice, stick to UKGC casinos. You'll always get your winnings.

you mean like All British, where even with a 94% RTP you can still be in profit with thousands of spins? If so, yeah you are right

 

[SYPlayer95]

you mean like All British, where even with a 94% RTP you can still be in profit with thousands of spins? If so, yeah you are right

100% Agree with you, Jan. Always had a positive experience and I am circa £20k in the green. Always paid winnings within 24 hours.

 

[SYPlayer95]

Just want to thank the CM staff for seeing this out for me and although the casino aren't co-operating, at least other members are now aware of the practises of DelOro and HeatsCasino.

I must point out they are both sister sites, despite, their own rep claiming they have nothing to do with each other. (Blatant lie)

So, in my view, a warning for one, is actually a warning for both.

Unfortunately, DelOro were unable to admit any responsibility for their failings throughout the case, but we move on.

UK players - My advice, stick to UKGC casinos. You'll always get your winnings.

Just to add:

On top of this, I requested that the casino provided me with a transactional list of all my deposits and withdrawals. Over a month has passed, I still have not received It.

Apparently, I am not entitled to this information about my account.

 

[Webzcas]

In Del Oro's defence, they do have one good thing going about them, a mere mention of them creates a flurry of posts on the forum.

 

[justdoit]

Just to add:

On top of this, I requested that the casino provided me with a transactional list of all my deposits and withdrawals. Over a month has passed, I still have not received It.

Apparently, I am not entitled to this information about my account.

you can check your self every transaction, not play much on Del some small deposit I made, but I did cashout more then I deposit,
P.S. you can also check all transaction you bet

 

[SYPlayer95]

you can check your self every transaction, not play much on Del some small deposit I made, but I did cashout more then I deposit,
P.S. you can also check all transaction you bet
View attachment 205262

I am well aware of that, my account is blocked. Cannot access this information, hence my request for it.

 

[CasinoNinja]

I'm still trying to understand what happened here.

Did you receive a bonus on their sister site by mistake? Did you dip into the bonus funds?

 

[geordiecolin]

 

[Del Oro Casino]

Please allow this last message to go through and this will be our final message to the public

It is our pleasure to defend ourselves to the public so people can make the decision on who is actually right. Seems there might be a personal vendetta since the accidental early mistake on the forum.


Let’s start off with a very closely related hypothetical to the public:

When casinos give bonuses to enhance user experience and 99% of players redeem the bonus properly and have fun - but- 1% of players abuse the bonus and goes against their terms and conditions and wins money.

Is the casino at fault for giving the player the bonus when the player abuses the bonus?

Or is the person at fault for abusing the bonus?

Should the casino allow the player to withdraw the funds after they abused the bonus?

*snip* [unfounded speculation about how Casinomeister’s process is out of step with the rest of the industry]

------------------------------------------------------------------------
Now we can discuss some details of the case:

The user had a bank delay in a deposit which can happen throughout Europe depending on the time of day and bank - it is random.

We process a lot of money throughout the world in both deposits and withdrawals - our finance team has knowledge of every bank and knows when funding an account is a viable option.

Our finance team took the liberty to enhance the player’s experience and instead of him waiting for the bank delay - we would credit his account and remove the funds when the funds were processed so the user didn’t have to wait.

We have done this to many players and just like in the bonus example, 99% of people love and appreciate it and 1% are bad apples.

This user received the funds we gave him and then shortly after, he received his deposit that was delayed.

This user placed a few (much smaller than usual) bets and then closed a large bonus so he can withdraw both his deposit and the one we funded him.

He never came into the casino after that and we marked his name down on a blacklist.

Then this player deposited on Del Oro Casino and won money and because he was on a blacklist we closed his account.

*snip* [more speculation about how Casinomeister’s process is out of step with the rest of the industry]

 

[SYPlayer95]

Not once have Del Oro they admitted an error.

YOU put more money in the player’s account than he was entitled to.
YOU allowed him to withdraw that money.
YOU allowed him into another of your casinos.
YOU allowed him to play and win there.

You are therefore responsible at least 50%, for the series of errors and mistakes. Truth is a bit of a problem for DelOro. Hence, the reason CasinoMeister's decision.

At least now, everyone can see how you run your casino.

 

[CasinoNinja]

So they let you have the deposit that you deposited even though it didn't "clear" straightway. So they added the deposit manually so you could play with it.

Then the actual deposit came through and you withdrew it (with whatever funds you had from the manual added deposit?)

Well, to be fair to them. You should have probably realised that's kind of unfair to them.

Now to confiscate the rest of the winnings at the other casino because of it? Seems very harsh, but a % might have been in order. IMO.

 

[SYPlayer95]

So they let you have the deposit that you deposited even though it didn't "clear" straightway. So they added the deposit manually so you could play with it.

Then the actual deposit came through and you withdrew it (with whatever funds you had from the manual added deposit?)

Well, to be fair to them. You should have probably realised that's kind of unfair to them.

Now to confiscate the rest of the winnings at the other casino because of it? Seems very harsh, but a % might have been in order. IMO.

Kind of. However, I was unaware of the double deposit until the investigation. Only now am I aware of the casinos operations.

There were multiple failings by Del Oro, but they like to pass the blame onto someone else.

The rep has also contradicted themselves in their post and they say they would deposit manually and then remove the funds. So, why didn't the remove the funds? They had ample opportunity. All I did was withdraw my available balance at the time.

CM ruled in my favour and the casino was trying to accuse me of fraud, which is also incorrect.

 

[L&L-Jan]

1% of players abuse the bonus and goes against their terms and conditions and wins money.

Which term in particular was breached in this case?

 

[SYPlayer95]

Which term in particular was breached in this case?

None as far as I'm aware, unless they've added something retrospectively.
I can't see, for one, why a series of errors and mistakes on their behalf, would constitute fraud for the player.

 

[maxd]

… Now to confiscate the rest of the winnings at the other casino because of it? Seems very harsh, but a % might have been in order. IMO.

As mentioned earlier, our settlement proposal was 50/50. DelOro had several days and never bothered to reply to that until after the time limit had run out and the Warning was posted. Somehow that got their attention.

- Max

 

[lasevenz69]

I've heard of several people having issues one of which the balance vanished and history said withdrawn by admin! Farce this casino avoid at all costs........del oro no moro. Alot more safer sites out there where your treated as a valued customer for you to win and lose and not have to worry about getting your money. I am swayed more to none u.k because of the sow nonsense and letting you do 1k-2k then asking for documents which I don't agree with. None u.k never had this. Yet to find a concrete safe none u.k site. Don't be fooled by del oros made up wagering competition if you do have a balance because it's fake and they don't pay your prize. Just a plause to get you to do your brains and if you win you don't get paid and if you lose you don't get paid. Steer clear. You would think for the sake of literally destroying his own brand little jon at del oro would have paid this out

 

[CasinoNinja]

I've heard of several people having issues one of which the balance vanished and history said withdrawn by admin! Farce this casino avoid at all costs........del oro no moro. Alot more safer sites out there where your treated as a valued customer for you to win and lose and not have to worry about getting your money. I am swayed more to none u.k because of the sow nonsense and letting you do 1k-2k then asking for documents which I don't agree with. None u.k never had this. Yet to find a concrete safe none u.k site. Don't be fooled by del oros made up wagering competition if you do have a balance because it's fake and they don't pay your prize. Just a plause to get you to do your brains and if you win you don't get paid and if you lose you don't get paid. Steer clear. You would think for the sake of literally destroying his own brand little jon at del oro would have paid this out

Just to shoot in here, I did win on their wagering competition, and did withdraw it after.

 

[CasinoNinja]

As mentioned earlier, our settlement proposal was 50/50. DelOro had several days and never bothered to reply to that until after the time limit had run out and the Warning was posted. Somehow that got their attention.

- Max

Yeah it's not great that they responded after...

Think you gave them plenty of time.

 

[SYPlayer95]

Just to shoot in here, I did win on their wagering competition, and did withdraw it after.

Me too, but they kept changing the goalposts on that, bit too much of a faff to include the in the complaint.
VIP manager saying one date.
Live chat saying another.
Have evidence of it all.
No way to track progress on the website.
Sounds like something a decent, reputable casino would do?

 

[Del Oro Casino]

Hey all, this will be our last statement and then it is out of our control because unfortunately our future here was predetermined:

"Which term in particular was breached in this case?"

This is stated in section 9.3 of our terms and conditions under "Fraudulent Activity"

And Yes, Max did propose the 50/50 split where we should give him 50%.

Our legal team created section 9.3 after we found out that many players from a specific country found an exploit in a popular payment method where they can get a free casino balance. This was caught after we lost a lot of money and time due to this fraudulent activity. This is why we take this case very seriously.

Whether this user wins 10 GBP or 1000 GBP, he should not and will not get a 50% because he broke our terms of use and withdrew funds that were not subjected to him.

This user had a GREAT relationship with our casino before this - depositing around 4463.53 $ and withdrawing 10838.67 $ and there was never an issue. Feel free to ask him.

But we do not take financial fraud lightly whether we funded him 10 GBP, 100 GBP, or 10,000 GBP it all falls in the same category because if a player would scam with 10 GBP they will do it with 1000 GBP.

Since the beginning, our team came into this forum with so much excitement because our only goal was to interact with this great community. We were on the top of the forum for a while and we had incredible engagement from the great members of this community.

[maxd says: letting the rest of this foolishness stand so that everyone can see for themselves how poor St. Del Oro has been abused by Casinomeister’s vulgar hoard.]

We were always welcomed by the members and never by the forum leaders.

Forum leaders telling us that they are hoping that we "Slip up again" so they can defame us.

They posted this warning stating "Del Oro is confiscating player balances without justification"

This is a fallacy - there is justification. Our justification is that if a player commits financial fraud we are subject to closing their account.

This should be retitled as "Del Oro believes that if a player commits financial fraud they can close your account"

We want to thank everyone in the community - both members and leaders. We will stand with our own values that we keep true to ourselves and to our community.

This was fun while it lasted and definitely an emotional rollercoaster. Everyone is human behind these screens - always important to remember <3

 

[CasinoNinja]

Me too, but they kept changing the goalposts on that, bit too much of a faff to include the in the complaint.
VIP manager saying one date.
Live chat saying another.
Have evidence of it all.
No way to track progress on the website.
Sounds like something a decent, reputable casino would do?

I agree with the tracking, I asked the same thing. I had to email them for updates.
That can definitely be better.

There are tons of things they can do better, like increase their RTP (for some claiming they have RTP when they dont), but going by my personal experience apart from all that. They have paid out and they did also increase my withdrawal limit.

But I'm not in your shoes, and I would be upset too.

 

[lasevenz69]

Just to shoot in here, I did win on their wagering competition, and did withdraw it after.

My friend won 8k never credited to his balance then stole 12k and 8k prize

 

[L&L-Jan]

This is stated in section 9.3 of our terms and conditions under "Fraudulent Activity"

Ok thats a very vague term, especially if the customer is marked as fraud because you don't have your payments processing in order.

Fix your payment processing so that customers are not left with a dodgy bankstatement:

 

[SYPlayer95]

Ok thats a very vague term, especially if the customer is marked as fraud because you don't have your payments processing in order.

Fix your payment processing so that customers are not left with a dodgy bankstatement:

View attachment 205271

Kinda the point I was making.
How can the casinos own errors and mistakes constitute fraud for the player?
Their definition of fraud and probably 99% of CM is very, very different.
There was no fraud whatsoever, they made many errors and are punishing players because of it.