DelOro Casino Confiscated €21,834 After Passport Was Approved – Accused of “Multiple Accounts” Without Explanation

[Atsejjj]

 

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.

 

[cocopop3011]

45 minutes ago, Atsejjj said:

 

 

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.

 

Hi and welcome to the forum, sorry to hear you are going through this. Have you tried to open a complaint at AG yet? 

[Atsejjj]

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

[Flatzem888]

28 minutes ago, Atsejjj said:

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

 

 

 

 

 

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