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

 

 

 

 

 

•  

have you read this thread?

 

[Atsejjj]

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.

[Flatzem888]

14 minutes ago, Atsejjj said:

 

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.

deloro might use multiple ways to not pay out like a "multi-layered" defense system to avoid paying out large wins , it's almost like they have a toolkit of excuses they deploy depending on how much leverage they think the player has,   multi-accounting, balance draining, kyc loophole, Anjouan Shield (operating under a license with almost no player protection), by rotating their excuses, they avoid creating a single, predictable pattern that would make it easy for mediators or regulators to ban them. by using different "methods of attack," they maintain Plausible Deniability.

 

[Maiwen]

You should always be wary of casinos that have long payout times or complex verification procedures, because ultimately the casino will find a pretext not to pay, especially if the payout amount is very large.

[bp54]

@Atsejjj

I know exactly how you feel. I've been fighting to get my money back since August 28, 2025.

I've tried everything, and the conclusion I've come to is that they're all connected, and they have to pay well to get away with these situations.

So I recommend filing complaints everywhere you can.

I'm 90% sure I know who the owner is because of a mistake he made by exposing himself on a website, where they deleted his profile, but I have screenshots.

Translated with DeepL.com (free version)

[cocopop3011]

23 hours 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

That’s a shame Unfortunately I have no control over the decision making as I don’t work on the complaints department. You are welcome to leave a review and I can deal with that. Did you try a complaint at another site that might take it on? 

[kuff]

I feel sorry for you, 22k eur is a lot of money and what the casino is doing is just unacceptable. I will definitely stay away from Deloro, looking at some of the complaints people have had with this casino i'm not surprised they are pulling something like this. 

[Atsejjj]

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.

[Flatzem888]

36 minutes ago, Atsejjj said:

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.

AI suggests; 

What atsejjj Can Actually Do Now

Since the amount is significant (€21,834) and communication with the SOS Casino moderator has stopped, atsejjj needs to move to more formal channels:

• Check for "Sister Sites": DelOro is part of a group that includes Winnerz, Trickz, Golden Panda, and Boomerang-Bet. If atsejjj has an account on any of these "sister casinos," a violation on one could lead to a cross-site balance confiscation.

• Formal Regulatory Report: While Anjouan doesn't mediate individual cases, they do track regulatory non-compliance, such as a failure to observe the 30-day resolution requirement or a refusal to participate in ADR. Reports of this nature can be sent to [email protected].

• Legal Action against the UBO: DelOro is managed by Anj of Gold Limited based in Costa Rica. For €21k, a formal "Letter Before Action" addressed to their Costa Rican headquarters might be necessary to break the silence.

[Flatzem888]

@Atsejjj and about that selfie email from deloro

ai said this; 

This is a classic and incredibly frustrating "deadlock" in the online gambling world. When a casino like DelOro triggers a "technical match" for multi-accounting, they often treat their internal data as an absolute verdict, leaving the player in a position where they have to prove a negative (that they aren't someone else).

Based on the latest updates from the AskGamblers community and the details provided by atsejjj, here is the breakdown of why this case is so difficult and what the current "state of play" is:

The "Technical Match" Trap

DelOro is basing their confiscation of €21,834 on three specific pillars that have become industry standards for fraud detection in 2026:

• Device Fingerprinting: This goes beyond an IP address. It looks at your browser version, screen resolution, installed fonts, and even hardware attributes to identify returning users across different sessions. New "Proximity Detection" tools used by iGaming platforms in 2026 can even link devices in close physical proximity to prevent coordinated bonus abuse.

• Network Indicators: This usually means a shared IP or a "coordinated cluster" of devices. If you ever logged in from a public Wi-Fi or a shared household where someone else had a DelOro account, it creates a "hidden fraud pattern" that platforms like Fingerprint or SEON can detect.

• Activity Patterns: This involves "behavioral insights". They look at the timing of bets, the games played, and withdrawal behaviors. If your "style" matches another account, they claim it’s a "technical match".

The Licensing and Dispute Reality

DelOro operates under a license from the Autonomous Island of Anjouan (Union of Comoros). As of March 2026, the regulatory landscape for this license has specific rules for disputes:

• Anjouan Gaming Board (AGB): The regulator does not directly mediate or adjudicate individual player disputes; they leave full responsibility for complaint handling to the operators.

• Mandatory 30-Day Resolution: Operators are required to make reasonable efforts to resolve complaints within 30 calendar days.

• Mandatory ADR: If a dispute is not resolved in 30 days, the player may escalate to an independent Alternative Dispute Resolution (ADR) provider, which the operator must participate in and pay for.

 

[Afi4wins]

@Atsejjj Firstly, it is rather unfortunate that AGCCS Team cannot help you out further with your case as the issues involved are beyond the scope and capabilities of AGCCS. This is also the same situation with another playerat the same casino (DelOro).

The thing with certain Regulatory Bodies is that they simply do not get themselves involved in certain complaints lodged by players, so that makes the entire situation even worse.

Nonetheless, I really hope that this matter can be resolved eventually, in one way or another.