DelOro Casino took €21,834 from me

[Atsejjj]

Update : DelOro Casino took €21,834 from me , It’s been 2 months with No investigation No replies.

Hi, I posted a review on Trustpilot https://fr.trustpilot.com/reviews/69c10f04954ab5765e60b37c. They flagged it twice, Trustpilot put it back both times.Their only "proof" is a matching IP (from a VPN they told me to use) and device fingerprint (on an iPhone 13, which could match half the planet)

If this can happen to me, it can happen to anyone. That means that someone using a VPN (lots of players) playing on an iphone (how can I say how many people…) could be flagged as well with this casino !

I’ll start a new thread in Casino Rep Corner for more visibility. @cocopop3011 If you can move this one there instead, that’d be great ?

Thanks.

[cocopop3011]

1 hour ago, Atsejjj said:

Update : DelOro Casino took €21,834 from me , It’s been 2 months with No investigation No replies.

Hi, I posted a review on Trustpilot https://fr.trustpilot.com/reviews/69c10f04954ab5765e60b37c. They flagged it twice, Trustpilot put it back both times.Their only "proof" is a matching IP (from a VPN they told me to use) and device fingerprint (on an iPhone 13, which could match half the planet)

If this can happen to me, it can happen to anyone. That means that someone using a VPN (lots of players) playing on an iphone (how can I say how many people…) could be flagged as well with this casino !

I’ll start a new thread in Casino Rep Corner for more visibility. @cocopop3011 If you can move this one there instead, that’d be great ?

Thanks.

I have now moved this into your own topic as the last topic had already been resolved so I think it is better here. 

[cocopop3011]

I'm not entirely sure I understand what happened though - so what are they accusing you of exactly?

[Atsejjj]

they closed my account and confiscated my balance of 21’834€ because They are accusing me of having “multiple accounts”. since I know that it’s 100%  false, I tried to find what could have lead them to this conclusion and a false technical match. 

they say : 
This conclusion was not based on a single factor, but on a combination of indicators, including:

* Matching IP address
* Identical device fingerprint data

These elements together confirm that the accounts were accessed under the same technical environment.

the point is that I used a VPN for exactly 3 minutes to access freespins (on a game I was able to play to but to be able to accessthe promotion they told me to use a vpn (see screenshot). 

Using a vpn includes using shared ip and I think that’s wath lead to this mismatch.

the second point is device fingerprinting : I play exclusively with my iphone 13. they have randomized fingerprinting that could match thousands of people (you can check how your fingerprinting is unique using  “cover your track” I attach my result. 

How can a support agent instruct the use of a VPN, while I am later accused of IP sharing, given that VPNs are known to generate shared IP addresses? Is this instruction given to all customers and then used against them when they make big wins ? because I saw that the story was the same with a case you know well (bp54) ?

They made 0 effort to find a solution they didn’t answer any of my questions even the easy one that are not implying private informations from the supposed other accounts linked to me. 

Moreover they are not even able to tell me if someone is using my identity which could be a very serious security breach.