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Sorry about the large text earlier — I didn’t realize it appeared that big to others. I guess being 40+ doesn’t help with eyesight anymore I think it’s better now… I also understand that AskGamblers doesn’t intervene as a mediator in situations like this. I’m simply hoping to hear opinions from other experienced players because this situation has been very distressing. I checked the terms on DelOro Casino and they seem quite vague regarding multiple accounts. In any case, I want to be clear that I have never created another account, neither on DelOro Casino nor on any related brand. Before my account was closed, I had already made 14 deposits totaling over €3,300, all without using any deposit bonus, and played normally. Regarding the IP question, I’m certain no one else could have created an account from my connection. I live in a house we built ourselves and the only people at home are my partner (who doesn’t gamble) and our young children. At this stage my only guess is some kind of technical mismatch, but without details from DelOro Casino it’s impossible to understand what happened. If anyone has ever seen a similar DelOro Casino withdrawal or account closure case, I’d really appreciate hearing about it. Thanx for reading me

Hi, To answer the question above: yes, I am absolutely certain that I have never had another account on this casino or any platform related to Deloro casino, I don’t even have an account with their sister Heat casino. I even went back and checked my bank statements to make sure I had never deposited there before. The only deposits I ever made with this casino are the 14 deposits starting on February 19, totaling a little over €3,300. I’ve been playing online for more than 20 years, usually on a few casinos that I know well, and I rarely open accounts elsewhere. When I do try a new casino, I often use the “forgot password” option first, just to check whether I might already have registered there in the past. I also tend to keep screenshots of deposits and conversations with support, precisely because situations like this can happen and players can suddenly lose access to their accounts. In this case I’m glad I did, because once my account was closed I could no longer access my transaction history or account information. Another thing that confuses me is the idea of “related casinos”. If a company operates several different brands, is it actually forbidden for players to have accounts on more than one of them? From what I understand, many casino groups operate several sites and players can register on each one separately. In any case, this is not even my situation, as I have never played on any other site belonging to this group. I also checked their license and it seems to exist only since 2023, so the history is not very long either. I would also like to add something from my professional perspective. I work in a field where client records and identity verification are very important. When a new client registers with their name, surname and date of birth, the system usually detects immediately if that person already exists in the database. That’s why I find it difficult to understand how something like this could suddenly appear after several days of activity and multiple deposits, especially when my passport had already been approved during the KYC process, why the problems are coming with big wins and big withdrawals ? Finally, one thing I still don’t understand is why players lose all access to their accounts and records in situations like this. It seems reasonable that players should at least be able to see their own transaction history. Have a nice and lucky day

Hello, Thank you for your reply. Just to clarify, I did try to resolve this situation elsewhere before posting here. I contacted a French player-support forum (SOS Casino), where a moderator kindly reached out to DelOro Casino on my behalf. They replied and said their decision was based on technical indicators such as device fingerprinting, IP connections and activity pattern analysis, which they say suggested “multiple accounts”. However, they did not provide any concrete details (for example dates, information about the alleged other account, or any specific evidence). The moderator then asked them again for clarification and requested more precise information about this supposed account match. Since then, there has been no further reply from DelOro Casino for about a week and the communication seems to have stopped at this stage. For transparency, I am sharing below the last message I personally received from the DelOro Casino support team. As you can see, it refers mainly to a “technical match” based on device fingerprinting and network indicators. At the moment, my account has been closed and my account balance (€21,834) was confiscated based on this alleged multiple-accounts violation. My goal here is simply to understand what happened. I am not trying to harm the casino’s reputation or start a campaign against DelOro Casino. I would just like to receive a clear explanation and, if possible, have my case reviewed so that this situation can hopefully be resolved.

Thanks for sharing the thread, I had actually already seen it. That said, my situation seems quite different from the one described there. In my case, the casino mentioned a supposed multiple account. I’m not making accusations, but I assume there must be some logical explanation. From what I understand, these checks are often automated and can sometimes lead to mismatches. What I would really like is simply a clear explanation and a manual review of whatever check led to this conclusion. Before registering in February, I had looked into DelOro and saw both very positive and very negative reviews. In the end, I decided to trust the feedback I found on a well-known French forum dedicated to online casino disputes, which is why I’m quite surprised by how this situation has unfolded.

Hello, Yes, I did contact AskGamblers and opened a complaint with them. I’m attaching the screenshot of their response. They explained that when a casino raises a “multiple account” issue, the case falls outside the scope of their mediation, as it would require a technical investigation and access to the casino’s internal data. I couldn’t upload my screenshots in the original post, so I’m attaching them here. They include proof that my selfie verification was approved, a screenshot showing my balance of €21,834 before the issue, and another taken a few minutes later showing the balance reduced to €0. This is why I decided to make an open request here regarding DelOro. I’ve tried resolving the matter directly with their support, but for about a week now I haven’t received any reply. Of course, if DelOro believes there is a multiple account situation, I would welcome any clarification or evidence they could provide, as I’m confident my account has only ever been used by me. Thank you for taking the time to review this. Have a great day

Hello, I am posting here as a last resort regarding a serious issue with DelOro Casino, and I kindly ask the casino representative to respond publicly on this thread. I submitted my identity verification documents on February 19. My passport was successfully approved, which I can prove with screenshots. However, my selfie verification remained pending for several days. Since the website states that verification usually takes around 48 hours, I contacted live chat a few days later to ask about the delay. I was told that the verification was still in progress and that support would handle it. Later, my selfie was rejected. Since there seemed to be an issue with the selfie, I submitted new photos including a selfie where I was holding my passport in my hands, and I also uploaded several photos to make sure there would be no problem with image quality. During this entire period, my account remained fully active and I was able to continue playing normally. It is important to mention that I made around 14 deposits totaling more than €3,000, all without using any bonus. I am an experienced player and I intentionally avoid bonuses to prevent any potential issues with wagering conditions. While waiting for the selfie verification, I was also informed that the casino works with a ticket system and that active players move up in the queue, which can potentially accelerate the document verification process. Because of this, I continued playing. During that period, my balance fluctuated significantly: • At first, I reached around €18,000. • My balance later dropped to around €13,000. • Then it increased again to €20,000. • It continued to rise to €22,000 and then to €24,000. At the moment my account was closed, I was actively playing and my balance was €21,834. While I was still waiting for the selfie verification result and actively playing, I suddenly received a notification that my selfie had been rejected. Shortly after that, I received an email informing me that all my winnings had been confiscated and my account permanently closed. The reason given was an alleged violation related to multiple accounts. However, the explanation provided by the casino was extremely vague. In their first message, the casino simply stated that they had “concrete evidence” that multiple accounts were associated with my details. After requesting clarification, I received another email explaining that their decision was based on technical indicators such as: • IP connections • device fingerprinting • network indicators • activity pattern analysis However, despite asking multiple times, I have never been provided with any specific details, such as: • the date when the alleged second account was created • whether my identity documents were used on another account • whether my email address was involved • whether another account was verified using my passport This situation is particularly confusing because my passport had already been approved during the verification process. If my identity had already been used on another account, it should normally have been detected during the KYC verification stage. I have also clearly stated to the casino that I have never knowingly created or used multiple accounts, and I offered to fully cooperate by providing any additional proof they may require. For transparency, I would also like to clarify the following: • I only play using my mobile phone. • I do not own a computer or tablet. • I connect either through my home Wi-Fi or my mobile network. • No one else in my household plays online casino games or has access to my accounts. From my understanding, the indicators mentioned by the casino (device fingerprinting, IP signals or activity pattern analysis) can sometimes generate false positives, especially when based on automated monitoring systems. Given the seriousness of the accusation and the amount involved (€21,834), I believe it would be fair and reasonable for the casino to provide at least some clarification about the alleged duplicate account. At this point, I am simply asking for transparency and the opportunity to understand what exactly led to this decision. I kindly ask DelOro Casino to review my case again and provide a response here on this forum so that this matter can hopefully be resolved. Thank you for your attention