From the Desk of Max Drayman
Unfortunately the story with Del Oro has gone from bad to worse. After a furious but much-troubled introduction on our forums, a player came to us with a complaint that took no less than 6 weeks to push through to its conclusion. Admittedly this was over the holiday season but factoring out a two-week break that still left us with a month of waiting for these guys to respond, repeatedly asking for specific evidence and having to explain — over and over again — what was needed and why.
In the end we were finally able to see that that they had denied a player’s winnings at Del Oro because they had given the player one too many bonus payments at a sister casino and the player had withdrawn that after a modest period of game play. “Fraud” they called it and confiscated a £12,000 winning instead of simply deducting the £280 over-payment and settling the account as they should have.
Throughout this process, they ignored us, lied to us, repeatedly failed to give evidence, pretended they didn’t understand what a complaint was, and finally tried to blame the whole thing on a rookie employee who “misunderstood” everything. When we decided that a 50/50 settlement was appropriate they ignored it, the deadline came and went without a response. When we posted a Warning against them they likened the player to a “hacker” who had broken into their company and stole their money. Always someone else’s fault with these guys, never once have they admitted or accepted any responsibility for anything, not the bungled handling of the player, not the endless violations of our Forum Rules, not the stalling and misdirection in the complaint process, nothing.
That’s the kind of treatment you can expect at Del Oro, so Player Beware!
