WARNING Del Oro is confiscating player balances without justification

[SYPlayer95]

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.

Whilst I cannot verify the numbers you have produced, we will go with them and I will agree with you on that one thing

However, to state there was never an issue, again, is factually incorrect.

There were various times on the forum where I complained to the rep and also on live chat, even to the VIP manager.

Withdrawal limits were considerably low. Asked them to be reviewed. 24/48 hours. If 24/48 hours is about 7 weeks, then I guess I've been stuck in a time warp.

The requests to increase the withdrawal limits were ignored, because you were aware of my relatively large balance on the site and you wanted me to 'spunk' the lot. When you realised this wasn't the case, you came up with some non-logical fraud case, which again is bogus, and many, many would agree.

I've attached a screenshot from your VIP manager, telling me they can't increase my limit because they are waiting for a tournament to end?

If that isn't stalling tactics, then I don't know what is...

If you want an honest casino, avoid Del Oro.

 

[andysbetting1187]

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.

Is this not standard practive with most casinos though (I might be being thick here and need the assistance of someone more in the know like @L&L-Jan) - in the UK when someone makes a deposit and the casino credits the account, it is my understanding that although the transaction is approved, the money doesn't physically hit the casinos bank account for a couple of days so effectivley "me" as a customer is playing with funds that the casino has allowed me to drawdown on before receiving the funds from my bank.

Or if I am wrong let me know lol

 

[L&L-Jan]

@andysbetting1187 you are right mate, applepay, paypal, cards processing, paysafe and you name them all. Settle all funds at a particilar interval. E.g. every 30 days, every 3 months.

But if you deposit on our end, you always see the same name on your statement. Company name or casino name. Not a different processor after each deposit as per my screenshot.

That only happens when you have like a dodgy payment aggregator integrated. Hence they have little control of movement of funds.

 

[essuk]

Can I clarify please was the issue a double bonus as Maxd seems to say or a double deposit as the rep says.
In my opinion makes a huge difference as to whether the player acted wrongly or not and thus whether Del Oro were completely justified in their actions or not.
Del oro rep according to your version of events was the player aware that they had been fronted the money and that when the deposit hit it would be removed?

Im trying to understand if the casino did anything wrong other than a slow response to a pab.

 

[pascal79]

So as the del oro rep answered me in another thread:
Both casinos have completely different management. This includes different teams, terms / rules / bonuses, lets add same shady practices.

 

[maxd]

… Im trying to understand if the casino did anything wrong other than a slow response to a pab.

A “slow response” is when a casino takes its time to reply to a case.

A obfuscating mess is when you ask for evidence and three times they give you either the wrong stuff or incomplete data, all of which you have to chase them for over and over again with weeks of delays. Then later they say “oh, sorry, we thought this was a conversation, not a complaint investigation” when it was obvious from the outset that is was exactly a complaint investigation. And then when it’s obvious you won’t buy that BS they tell you “ah, it was a junior person you were talking to, they misunderstood”, and so on and so forth. Add that to the monumental sh*t-show that their activity on and off the forums preceding all that had been and you have a situation where you’re being conned and manipulated by someone with a creative relationship with the truth for their financial convenience.

If you’re keen on giving them a pass you’re obviously free to do so. The endless hours and effort we’ve spent dealing with these cowboys tells us that not joining you in that is a good and appropriate choice for us at Casinomeister. If you doubt my judgement on this ask the others in the CM crew. They are their own men and I would fully expect them to speak their minds freely.

- Max

 

[damien7780]

They have scammed a lot of people unfortunately people will never see the color of their money. They accept their players from unregulated countries and once they win the account gets blocked.

 

[dunover]

They have scammed a lot of people unfortunately people will never see the color of their money. They accept their players from unregulated countries and once they win the account gets blocked.

Player A:
Unfortunately we allowed unregulated play by you in your unlicensed jurisdiction and you were none the wiser after you bust out.

Player B:
Unfortunately we allowed unregulated play by you in your unlicensed jurisdiction and would ya know it!! we realised our 'error' when you won so are voiding the balance.

 

[maxd]

I’d like to remind everyone that Del Oro’s troubles at Casinomeister started within a few hours of them signing on and opening with a classic case of shilling sock-puppets: see here starting with post #27. Supposedly that is what the new Del Oro rep has chosen to refer to as "the accidental early mistake” (here).

Interesting is it not that their fraudulent behaviour to deceive this entire community is an “accidental mistake” — and something that we were happy to draw the line under and allow them to proceed — whereas the player’s situation here — also maybe excusable as “an accidental mistake”, no? — is damnable and beyond the pale. If we give the player a fraction of the breaks and forgiveness that Del Oro have received over these past few months we wouldn’t even be having this discussion.

Just for the fun of it ask yourself just how much gaslighting has been going on here — keeping in mind the countless excuses and “forgive me”s that we’ve heard from this lot — and whether that really is deserving of a pass. Clearly we haven’t thought so, but YMMV.

- Max

 

[Jono777]

Read and digested most of this thread (but may have missed some points lol ) and can see points from both sides if I am totally honest.

Going to continue to sit on the fence on this one, however in closing, I will say that if a casino advanced me a playable balance whilst waiting for my deposit to go through, no way on this planet would I try and use/claim ownership / withdraw BOTH - its just wrong, so wrong.

 

[pascal79]

so just to clarify the alleged "fraud" happened at heats casino and the money was confiscated from del oro?

 

[SYPlayer95]

Read and digested most of this thread (but may have missed some points lol ) and can see points from both sides if I am totally honest.

Going to continue to sit on the fence on this one, however in closing, I will say that if a casino advanced me a playable balance whilst waiting for my deposit to go through, no way on this planet would I try and use/claim ownership / withdraw BOTH - its just wrong, so wrong.

You're entitled to your opinion, there's nothing wrong with that. However, at the time, I wasn't aware of what the casino later claimed.

I made them aware that I deposited and showed them proof of such, live chat agent said they would sort the problem. Balance was then in the account. I can't see an issue with that. Not once, did they then mention that it would need to be refunded/returned at any point.

As I was utilising a bonus, my balance was particularly high. I played several game rounds and when I had finished playing the game I was playing, returned to the home screen. When I clicked my balance, noticed cash was higher and was happy with the profit, so dropped the bonus and withdrew the funds.

Can't really see how that's my fault, in all honesty.

Baring in mind,.this was on the 2nd December on Heats Casino. The next I heard about it was on 17th December, where my DelOro account was blocked. Conveniently when I had circa £12k in the account.

And when you say I can see both sides, that's probably why the ruling was 50% both sides.

Nonetheless, appreciate your thoughts.

 

[essuk]

Guess the question I have is where you thought the additional balance came from. Surely you must have known you didnt win it?

 

[essuk]

Maxd Im not trying to give anyone a pass...trying to understand the truth.

 

[Jono777]

You're entitled to your opinion, there's nothing wrong with that. However, at the time, I wasn't aware of what the casino later claimed.

I made them aware that I deposited and showed them proof of such, live chat agent said they would sort the problem. Balance was then in the account. I can't see an issue with that. Not once, did they then mention that it would need to be refunded/returned at any point.

As I was utilising a bonus, my balance was particularly high. I played several game rounds and when I had finished playing the game I was playing, returned to the home screen. When I clicked my balance, noticed cash was higher and was happy with the profit, so dropped the bonus and withdrew the funds.

Can't really see how that's my fault, in all honesty.

Baring in mind,.this was on the 2nd December on Heats Casino. The next I heard about it was on 17th December, where my DelOro account was blocked. Conveniently when I had circa £12k in the account.

And when you say I can see both sides, that's probably why the ruling was 50% both sides.

Nonetheless, appreciate your thoughts.

Fair points / post and I appreciate you taking an adult view of an opposing opinion.

However this being said, I struggle to believe the part in bold, sorry.

I have played online since 2003 and always been aware of my balance to within a £ or two, aware what bonus I'd taken if any, aware of any free spins winnings, aware approximately of my wagering requirement (if applicable) and also aware if my balance suddenly jumped when I knew I'd not won in the game I was currently playing.

We all know BOTH players and casinos are privy to the occasional wrong doing and no one is a saint but it seems the black and white of this situation tells me IMO that you were lucky to even be offered the 50/50 split.

I've never deposited with Del Oro or sister casinos so have no loyalty or agenda but from what I've seen, I do feel they're getting a bit of a shitty time on this one.

I'd say with 100% confidence that if a player pulled this stroke with ANY casino group they'd get the same treatment, maybe minus the 50/50 offered.

 

[maxd]

… I’d say with 100% confidence that if a player pulled this stroke with ANY casino group they'd get the same treatment, maybe minus the 50/50 offered.

No offence but you’d be wrong. We don’t do these things in a vacuum, we do get 2nd opinions if and when needs be. One of the advantages of having been in the industry for 27 years is there are people I can turn to for these things. I did and the general consensus was that the 50/50 ruling was fair and appropriate.

- Max

 

[mulven]

Fair points / post and I appreciate you taking an adult view of an opposing opinion.

However this being said, I struggle to believe the part in bold, sorry.

I have played online since 2003 and always been aware of my balance to within a £ or two, aware what bonus I'd taken if any, aware of any free spins winnings, aware approximately of my wagering requirement (if applicable) and also aware if my balance suddenly jumped when I knew I'd not won in the game I was currently playing.

We all know BOTH players and casinos are privy to the occasional wrong doing and no one is a saint but it seems the black and white of this situation tells me IMO that you were lucky to even be offered the 50/50 split.

I've never deposited with Del Oro or sister casinos so have no loyalty or agenda but from what I've seen, I do feel they're getting a bit of a shitty time on this one.

I'd say with 100% confidence that if a player pulled this stroke with ANY casino group they'd get the same treatment, maybe minus the 50/50 offered.

I like to think I'm pretty experienced in playing at casinos although not got as many years under my belt.

All I'll add is I'm still able to make mistakes. Although there's been loads of posts so I might have missed certain context of the specifics.

One time I had 3000 in a white hat account (they tend to gub ya pretty instantly if you withdraw, so I played on a bunch of different sites until id won on a few before withdrawing)

Anyways I got a nice reload offer and for some reason had thought the 3000 balance was on a different white hat site. I managed to deposit without looking at my balance once and then started playing my go to slot without noticing my balance (whacked on fiver, 1000 autospins). Go for a piss and see balance is 3.5k and assume I hit a big win. Finish wagering and then fortunately finish on 4.5k so I didn't lose but could have easily spunked the previous win. Then when I couldn't find my other win I was like oh crap and realised what bad happened.

Now this is extremely unlikely to happen as I would have seen the balance was 3k before depositing and before spinning but in this one instance I somehow managed to not see it somehow.

It's definitely hard to not notice the wrong balance but it does happen on a rare occasion.

 

[dunover]

Remember how 32Red once dealt with a comparable situation, paid the player in full?

J

Resolved Thread '32Red vs Joseph3 - expensive mistake'

Sep 5, 2014

This seems to be the biggest casino forum so I'd like a few responses from some members please before I proceed with my court action against 32Red Plc in the UK.

So my main casino I play at are going to close their doors to the UK and I decide to sign up to 32Red which I had been putting off for a while.

I sign up, deposit £1000 and live chat credit me with a £2000 bonus, which has a 50x wagering on slots.

I play for a ages, doing £5 spins and eventually get a big win of £24k, and I manage to finish the wagering with a £25k balance.

Then the fun and games start.
32Red claim that they...

• Joseph3
• 32red review
• Replies: 369
• Forum: Casino Complaints - Bonus Issues

 

[Jono777]

No offence but you’d be wrong. We don’t do these things in a vacuum, we do get 2nd opinions if and when needs be. One of the advantages of having been in the industry for 27 years is there are people I can turn to for these things. I did and the general consensus was that the 50/50 ruling was fair and appropriate.

- Max

None taken of course.

I think there are some possibly slightly crossed wires and also partial over tiredness on my part.

I do not disagree with the CM outcome, in fact my point is that to agree on and be offered the 50% is a very fair outcome and not one the player may have been offered without the help of you / CM, a few emails back and forth with support would not have achieved this.

My main point and even gripe is the generosity of the casino whilst the deposit is in pending state was fully exploited and taken advantage of and out of order.

Maybe a bad comparison but I feel it's like a friend offering you £50 till payday so you can have a bet on the football at the weekend, winning and not even offering to repay the £50 from the winnings or when payday arrives.

 

[Jono777]

Remember how 32Red once dealt with a comparable situation, paid the player in full?

J

Resolved Thread '32Red vs Joseph3 - expensive mistake'

Sep 5, 2014

This seems to be the biggest casino forum so I'd like a few responses from some members please before I proceed with my court action against 32Red Plc in the UK.

So my main casino I play at are going to close their doors to the UK and I decide to sign up to 32Red which I had been putting off for a while.

I sign up, deposit £1000 and live chat credit me with a £2000 bonus, which has a 50x wagering on slots.

I play for a ages, doing £5 spins and eventually get a big win of £24k, and I manage to finish the wagering with a £25k balance.

Then the fun and games start.
32Red claim that they...

• Joseph3
• 32red review
• Replies: 369
• Forum: Casino Complaints - Bonus Issues

Similar mate but not the same. Del Oro offered the cash balance up front whilst the deposit was waiting to clear, so the player could play straightaway no?

Apologies if I missed anything.

 

[SYPlayer95]

Similar mate but not the same. Del Oro offered the cash balance up front whilst the deposit was waiting to clear, so the player could play straightaway no?

Apologies if I missed anything.

Fair, but that wasn't made clear. Live chat said it was sorted. Not we have advanced your deposit and will claim it back later on
Big difference IMO. Hence, why I thought my balance was my balance and withdrew it.

 

[Jono777]

Fair, but that wasn't made clear. Live chat said it was sorted. Not we have advanced your deposit and will claim it back later on
Big difference IMO. Hence, why I thought my balance was my balance and withdrew it.

Happy to agree to disagree, no accusations as before but really struggling to get my head around this whole situation.

 

[SYPlayer95]

Happy to agree to disagree, no accusations as before but really struggling to get my head around this whole situation.

Yeah, again that's fair enough.
No hard feelings.

 

[lockinlove]

Here's the problem.

Id prefer if if Max stopped deleting comments. They should be allowed to be seen aside from self promotion. Let us be the judge of their comments imo.

Del oro came on this forum making idiotic claims like we are morons and their personal sheep. Claiming "our special rtp" What special RTP? You know most members here are well versed on how everything works right?

Del oro then created duplicate accounts to try and increase their image and justify their arguments claiming false wins and fake feedback.

They then tried recruiting players from countries where it's illegal.

It seems to me you never wanted to be part of this community but instead used it as monetary gain only.


So you are claiming you are being picked on, do you not think it's justified?

With all that being. Is it true this player tried withdrawing his money and the casinos money they fronted to him? If so thats extremely shady and the player should not be free from ridicule.

That does not excuse your behavior. He deposited on another casino and won. You did not blacklist him and close his account. You would not have refunded this player if he lost. I can promise that.

I disagree with the casino getting off paying 50%. They should pay the full 100%. Its on you to tell a player they were being shady. its on you to close their account. You did neither. You also have stated you are not sister casinos. So now it is? Why didnt you confirm this when asked and actually denied it.

Pay the player 100% of his winnings and then close his account. This is the proper thing to do.

 

[Avernite]

Reading through this thread it's a bit of a struggle seeing how you wouldn't notice your balance doubling, but I guess Maxd and his team know enough to give the benefit of the doubt. 50% is a fair compromise.

Then again, I thought Heats and Del Oro were supposed to be separate casino's? And surely it's the job for whoever approves withdrawals to:

1. Stop the error at the first withdrawal phase or;

2. Correct the error at the second withdrawal if they are part of the same group, and explain what happened and why. Then issue a warning if need be