- Joined
- Jan 20, 2004
- Location
- Pictland
We’ve had a tough time with Del Oro Casino since they joined Casinomeister late last year. Their rep at the time — later disavowed as someone who didn’t know what they were doing — ignored the Forum Rules, solicited players from restricted countries, handed out bonuses without any reference to the applicable Terms or Conditions, ignored the Casinomeister staff, pretended to not understand “this forum” when it suited them and sucked up more of our time and attention than any rep or casino in living memory. That’s not even mentioning their use of shills within hours of joining the forums and their repeated false denials of having done so until they finally saw they had little choice and admitted it.
In the middle of December we received a PAB wherein a player’s balance — including winnings of £12k+ — was confiscated on accusations of “fraud”. We tried to investigate, including gathering supporting evidence from the casino, which kicked off an exhausting month of chasing them time and time again for the necessary evidence to prove their accusations. Three or four times we had to go back to them asking for the same thing, and over and over they give something else, made excuses for “not understanding”, later claiming they thought it was “a discussion not a complaint investigation” — whatever that was supposed to mean — and so forth. Same old same ‘o with those guys: a million excuses for never following the rules and constantly trying to misdirect or hide from a straight question.
Later in the process the original rep was replaced by some unnamed person at the casino who obviously knew better what they were talking about … sort of. After repeating their claims against the player several times it turned out the charges of “fraud” were bogus too: the player had incorrectly received a doublebonus deposit at a sister casino to Del Oro and after some game play withdrew it. The withdrawal proceeded without event and somehow that was the “fraud" the player had committed: the casino confiscated the £12000+ winnings instead of simply reclaiming a £250 over-payment on the bonus.
Warning: Del Oro is managed by staff that are truth-challenged and very creative with their excuses for doing what benefits themselves. In the end this amounts to a massive time suck of trying to deal honestly with people who will do anything but. Players are advised to take their casino action elsewhere.
UPDATE: It has been suggested that perhaps Del Oro wasn’t given an opportunity to resolve the player’s issue once we had become involved. From the 17th of December until the 25th of January we worked on gathering evidence and input from the relevant parties. At that point it was clear that there was nothing more forthcoming and I proposed a settlement of 50/50: the player looses 50% of their winnings for taking money from the casino that wasn’t theirs to receive, and the casino pays the player 50% of the winnings because much of the problem created was their responsibility AND their justification for confiscation was unsupportable.
The player agreed to the 50% proposal, reluctantly, but the casino chose to not respond until about 40 minutes ago — long after the deadline to respond expired — when they proposed that the player was like a hacker who broke into their company and stole their money. “Is the hacker deserving of 50% of their stealings because the hack shouldn't have happened?” they asked. As ever they are somehow the innocent victim of dark forces at work against them. Utter nonsense, and if we felt we needed any further verification of our actions against Del Oro this would remove any such doubts.
In the middle of December we received a PAB wherein a player’s balance — including winnings of £12k+ — was confiscated on accusations of “fraud”. We tried to investigate, including gathering supporting evidence from the casino, which kicked off an exhausting month of chasing them time and time again for the necessary evidence to prove their accusations. Three or four times we had to go back to them asking for the same thing, and over and over they give something else, made excuses for “not understanding”, later claiming they thought it was “a discussion not a complaint investigation” — whatever that was supposed to mean — and so forth. Same old same ‘o with those guys: a million excuses for never following the rules and constantly trying to misdirect or hide from a straight question.
Later in the process the original rep was replaced by some unnamed person at the casino who obviously knew better what they were talking about … sort of. After repeating their claims against the player several times it turned out the charges of “fraud” were bogus too: the player had incorrectly received a double
Warning: Del Oro is managed by staff that are truth-challenged and very creative with their excuses for doing what benefits themselves. In the end this amounts to a massive time suck of trying to deal honestly with people who will do anything but. Players are advised to take their casino action elsewhere.
UPDATE: It has been suggested that perhaps Del Oro wasn’t given an opportunity to resolve the player’s issue once we had become involved. From the 17th of December until the 25th of January we worked on gathering evidence and input from the relevant parties. At that point it was clear that there was nothing more forthcoming and I proposed a settlement of 50/50: the player looses 50% of their winnings for taking money from the casino that wasn’t theirs to receive, and the casino pays the player 50% of the winnings because much of the problem created was their responsibility AND their justification for confiscation was unsupportable.
The player agreed to the 50% proposal, reluctantly, but the casino chose to not respond until about 40 minutes ago — long after the deadline to respond expired — when they proposed that the player was like a hacker who broke into their company and stole their money. “Is the hacker deserving of 50% of their stealings because the hack shouldn't have happened?” they asked. As ever they are somehow the innocent victim of dark forces at work against them. Utter nonsense, and if we felt we needed any further verification of our actions against Del Oro this would remove any such doubts.
Last edited:
I disabled automatic translation, maybe this is the source of the problem
