Casino Complaint Del oro Casino - Fraud

[merino54]

[maxd says: Sorry, we are an English-speaking forum. I have provided a machine translation of the text you originally posted (see below).]

Good morning everyone, I'm from Portugal and I'd like to explain my story and the psychological distress I'm facing with this casino. I want to inform you that I have not given consent here at Casinomeister because of the rule that requires consent to be provided only here, so I have not. However, I would like to explain the situation. If there are any problems, I can open a post. On August 27th, by a stroke of luck, I managed to win €44,000 at this casino. I continued playing until August 28. I got a total of €57,725. I withdrew €5,000 on the 28th between 00:28 and 1:31 local time (UTC in Portugal) and went to sleep after making this withdrawal.

I ended up with €52,725 in my account! Today, the 28th, I woke up around 6:20 am, I don't know exactly the time. I tried to access my account like I do every day, but I got a message saying that my password or email address was incorrect. I contacted Juliana Lima through the chat and told me to change my password. I did so, clicked on the "Forgot Password" button, and received an email with the recovery code. At 6:52 a.m., I copied the code and entered it. I then asked to create a new password, and followed the procedure. When I changed my password, I tried to log in again, but I still couldn't. I talked again with Juliana Lima, who asked me to wait 10 minutes, as I had already tried several times.

I waited for time to pass and went in again. I finally got it, but my balance had already run out or was zero. I contacted the chat again and they told me that I was playing and lost all the value. This is a lie, as I was resting from the moment I withdrew until I tried to open the site. However, after researching and checking the betting records on the site, I was changing my password while playing because I couldn't log in. Very strange! Note: I always use my home Wi-Fi or mobile internet; I never use public networks. The only times I used the VPN they suggested was when I was exchanging my points for games, and only then because the game wasn't available in my country. Attached is a photo I took that proves everything I say. *snipped*

-----------------------------------


Bom dia a todos,

Sou de Portugal e gostaria de explicar minha história e o sofrimento psicológico que estou enfrentando com este cassino.

Quero informar que não dei consentimento aqui no Casinomeister por causa da regra que exige que o consentimento seja fornecido somente aqui, então não o fiz.

No entanto, gostaria de explicar a situação. Se houver algum problema, posso abrir uma publicação.

No dia 27 de agosto, num golpe de sorte, consegui ganhar € 44.000 neste cassino. Continuei jogando até 28 de agosto. Consegui um total de € 57.725. Saquei € 5.000 no dia 28 entre 00h28 e 1h31, horário local (UTC em Portugal) e fui dormir depois de fazer esse saque.

Acabei com € 52.725 na minha conta!

Hoje, dia 28, acordei por volta das 6h20, não sei exatamente o horário. Tentei acessar minha conta como faço todos os dias, mas recebi uma mensagem dizendo que minha senha ou endereço de e-mail estavam incorretos.

Entrei em contato pelo chat e falei com Juliana Lima, que me orientou a alterar minha senha. Fiz isso, cliquei no botão "Esqueci minha senha" e recebi um e-mail com o código de recuperação. Às 6h52, copiei o código e o inseri. Em seguida, pedi para criar uma nova senha, e segui o procedimento.

Quando troquei minha senha, tentei fazer login novamente, mas ainda não consegui. Conversei novamente com Juliana Lima, que me pediu para esperar 10 minutos, pois eu já havia tentado várias vezes.

Esperei o tempo passar e entrei novamente. Finalmente consegui, mas meu saldo já tinha acabado ou estava zerado.

Entrei em contato com o chat novamente e me disseram que eu estava jogando e perdi todo o valor. Isso é mentira, pois eu estava descansando desde o momento em que saquei até tentar abrir o site.

No entanto, depois de pesquisar e verificar os registros de apostas no site, eu estava alterando minha senha enquanto jogava porque não conseguia fazer login. Muito estranho!

Observação: sempre uso meu Wi-Fi doméstico ou internet móvel; nunca uso redes públicas.

As únicas vezes que usei a VPN que eles sugeriram foi quando eu estava trocando meus pontos por jogos, e só então porque o jogo não estava disponível no meu país.

Em anexo está uma foto que tirei que comprova tudo o que digo.

*snipped*

 

[L&L-Jan]

Ahh they are no longer represented here because they were..... different.

 

[dunover]

Very strange.

 

[dunover]

[maxd says: Sorry, we are an English-speaking forum. I have provided a machine translation of the text you originally posted (see below).]

Good morning everyone, I'm from Portugal and I'd like to explain my story and the psychological distress I'm facing with this casino. I want to inform you that I have not given consent here at Casinomeister because of the rule that requires consent to be provided only here, so I have not. However, I would like to explain the situation. If there are any problems, I can open a post. On August 27th, by a stroke of luck, I managed to win €44,000 at this casino. I continued playing until August 28. I got a total of €57,725. I withdrew €5,000 on the 28th between 00:28 and 1:31 local time (UTC in Portugal) and went to sleep after making this withdrawal.

I ended up with €52,725 in my account! Today, the 28th, I woke up around 6:20 am, I don't know exactly the time. I tried to access my account like I do every day, but I got a message saying that my password or email address was incorrect. I contacted Juliana Lima through the chat and told me to change my password. I did so, clicked on the "Forgot Password" button, and received an email with the recovery code. At 6:52 a.m., I copied the code and entered it. I then asked to create a new password, and followed the procedure. When I changed my password, I tried to log in again, but I still couldn't. I talked again with Juliana Lima, who asked me to wait 10 minutes, as I had already tried several times.

I waited for time to pass and went in again. I finally got it, but my balance had already run out or was zero. I contacted the chat again and they told me that I was playing and lost all the value. This is a lie, as I was resting from the moment I withdrew until I tried to open the site. However, after researching and checking the betting records on the site, I was changing my password while playing because I couldn't log in. Very strange! Note: I always use my home Wi-Fi or mobile internet; I never use public networks. The only times I used the VPN they suggested was when I was exchanging my points for games, and only then because the game wasn't available in my country. Attached is a photo I took that proves everything I say. *snipped*

-----------------------------------


Bom dia a todos,

Sou de Portugal e gostaria de explicar minha história e o sofrimento psicológico que estou enfrentando com este cassino.

Quero informar que não dei consentimento aqui no Casinomeister por causa da regra que exige que o consentimento seja fornecido somente aqui, então não o fiz.

No entanto, gostaria de explicar a situação. Se houver algum problema, posso abrir uma publicação.

No dia 27 de agosto, num golpe de sorte, consegui ganhar € 44.000 neste cassino. Continuei jogando até 28 de agosto. Consegui um total de € 57.725. Saquei € 5.000 no dia 28 entre 00h28 e 1h31, horário local (UTC em Portugal) e fui dormir depois de fazer esse saque.

Acabei com € 52.725 na minha conta!

Hoje, dia 28, acordei por volta das 6h20, não sei exatamente o horário. Tentei acessar minha conta como faço todos os dias, mas recebi uma mensagem dizendo que minha senha ou endereço de e-mail estavam incorretos.

Entrei em contato pelo chat e falei com Juliana Lima, que me orientou a alterar minha senha. Fiz isso, cliquei no botão "Esqueci minha senha" e recebi um e-mail com o código de recuperação. Às 6h52, copiei o código e o inseri. Em seguida, pedi para criar uma nova senha, e segui o procedimento.

Quando troquei minha senha, tentei fazer login novamente, mas ainda não consegui. Conversei novamente com Juliana Lima, que me pediu para esperar 10 minutos, pois eu já havia tentado várias vezes.

Esperei o tempo passar e entrei novamente. Finalmente consegui, mas meu saldo já tinha acabado ou estava zerado.

Entrei em contato com o chat novamente e me disseram que eu estava jogando e perdi todo o valor. Isso é mentira, pois eu estava descansando desde o momento em que saquei até tentar abrir o site.

No entanto, depois de pesquisar e verificar os registros de apostas no site, eu estava alterando minha senha enquanto jogava porque não conseguia fazer login. Muito estranho!

Observação: sempre uso meu Wi-Fi doméstico ou internet móvel; nunca uso redes públicas.

As únicas vezes que usei a VPN que eles sugeriram foi quando eu estava trocando meus pontos por jogos, e só então porque o jogo não estava disponível no meu país.

Em anexo está uma foto que tirei que comprova tudo o que digo.

*snipped*

OK, please don't forget to post in English, use translate first before posting!

We can investigate this for you, please go to the complaints page under here, to which I have provided a link

Read the rules first and proceed from there using the green button:

Online Casino Complaints

 

[merino54]

OK, please don't forget to post in English, use translate first before posting!

We can investigate this for you, please go to the complaints page under here, to which I have provided a link

Read the rules first and proceed from there using the green button:

Online Casino Complaints

OK, please don't forget to post in English, use translate first before posting!

We can investigate this for you, please go to the complaints page under here, to which I have provided a link

Read the rules first and proceed from there using the green button:

Online Casino Complaints

Good morning, first of all, thank you for your reply.I didn't file a complaint because I already filed it on GuruCasino, and your rules say that if I filed it elsewhere, I shouldn't file it.

 

[merino54]

i have pictures for the conversation and when i receive the e-mailfor recovery password

 

[maxd]

Good morning, first of all, thank you for your reply.I didn't file a complaint because I already filed it on GuruCasino, and your rules say that if I filed it elsewhere, I shouldn't file it.

Actually our rules say not at the same time. Outside of that it’s our discretion whether we’ll look into it if someone else already has. In you case feel free to file a PAB and we’d be happy to look into it.

- Max

 

[dunover]

Good morning, first of all, thank you for your reply.I didn't file a complaint because I already filed it on GuruCasino, and your rules say that if I filed it elsewhere, I shouldn't file it.

Well done for reading the rules!

Yes, simultaneously you shouldn't run complaints here at CM and external sites, but you have been given dispensation by @max who runs the complains here so you can proceed.

 

[SYPlayer95]

Just when you think it couldn't get any worse...

 

[GourdFollower]

There's an old saying that goes something like: just when you think you've hit the bottom, you hear a knocking from below.

There's my cheery post for the day.

 

[SYPlayer95]

The problem is other sites have glowing reviews like this:

 

[Webzcas]

Yes, sadly. Hence the value of Casinomeister and the community here

 

[maxd]

 

[geordiecolin]

Yes, sadly. Hence the value of Casinomeister and the community here

Exactly. I trust in the integrity of the forum and its members because I am often too lazy to do my own due diligence.
The man from del monte must have gone to bed wondering what he had let himself in for after his introductory post in CM.

 

[merino54]

I'm gathering all the evidence; I know they won't pay me unless GURU Casino does something to pressure them. They need to be stopped. How many players are playing at this casino right now? They need to be stopped.

 

[BillyGoldblum]

Are u saying someone logged into your account and played the balance?

 

[merino54]

Você está dizendo que alguém entrou na sua conta e jogou o saldo?

Exactly, and the evidence I have proves it. Like me recovering my password while my account is being used, like Juliana saying my account was active and using it until my balance drops to zero.

 

[BillyGoldblum]

Exactly, and the evidence I have proves it. Like me recovering my password while my account is being used, like Juliana saying my account was active and using it until my balance drops to zero.

hows that possible? You need access to your email account to change password and access an account

 

[merino54]

hows that possible? You need access to your email account to change password and access an account

Good question, but I can tell you that I woke up around 6 a.m. Portugal time and tried to log in to my account, and it said the email or password were wrong. I tried twice and then went to chat. After chatting, Juliana said my account was active and there were no problems. She suggested I change the password. I did so and received the code around 6:52 a.m. I changed it, entered a new password, and tried to log in again, but I was locked out for 10 minutes. After that time, I logged in, all happy, and the account was at 0. I checked my game history and they started making plays starting at 6 a.m., and while I was chatting, they were playing. How is that possible? I question that too. And bets of 11,000 to 40,000 euros until it reached 0.

 

[merino54]

 

[merino54]

At 6:52 am I was receiving the password recovery code, so I asked for it around 6:50 am or so and look at the record

 

[BillyGoldblum]

So you are suggesting an employee broke into your account and lost your balance on purpose?

@SlamRoyale @L&L-Jan you are a casino rep. Is it possible for an employee to go into a players account without their knowledge and play their money? Without having to actually log in without knowing the password.

Does a casino have that power? I really am not so sure.

Casinoguru will do a good job and look into it. They will request log in IP addresses, prior play history etc

 

[merino54]

So you are suggesting an employee broke into your account and lost your balance on purpose?

@SlamRoyale @L&L-Jan you are a casino rep. Is it possible for an employee to go into a players account without their knowledge and play their money? Without having to actually log in without knowing the password.

Does a casino have that power? I really am not so sure.

Casinoguru will do a good job and look into it. They will request log in IP addresses, prior play history etc

I don't know who did it. I know my balance disappeared, and I made my last withdrawal of 5,000 euros around 1:00 a.m. Portugal time. I went to bed. I woke up to go to the bathroom and open my account, but I couldn't, with an email or password error. The evidence I have is: the conversation saying I couldn't log into my account the password recovery email the chat conversations where Juliana says she managed to log in after the password recovery. Juliana dismissed the casino, saying it was someone from my house, without any proof of that. There are two of us in our house, and my wife doesn't even understand technology, let alone going to the casino to play on my phone. My betting history shows that I used small amounts, never those amounts. It's all proven. I hope CasinoGuru does a good job and that they return my rightful winnings.

 

[BillyGoldblum]

How did you win 52k from small bets?

Post your previous play history

 

[merino54]

How did you win 52k from small bets?

Post your previous play history

Now I have a question for you. If I received the password recovery code at 6:52 AM, how was I playing at 6:52:26 AM? And when I requested the password recovery, it was around 6:50 AM, more or less, or maybe even less. So nothing adds up.

 

[merino54]

How did you win 52k from small bets?

Post your previous play history

I won €44,000 on the 27th at Crazy Time on Pachenko, which had a 10x bonus. I think I bet a maximum of €100 on the various games. If you look at my image, there were bets of €11,000, €17,000, €30,000, and €40,000.

 

[merino54]

How did you win 52k from small bets?

Post your previous play history

 

[merino54]

How did you win 52k from small bets?

Post your previous play history

I was just lucky, nothing more, and I continued playing until I reached 57 thousand and stopped, I wanted to withdraw 5 thousand every day until I reached 50 thousand and I couldn't because of what happened.

 

[BillyGoldblum]

So someone somehow accessed your account without changing password and played the same game as you were doing the entire time?

Well either way. Casinoguru will request IP address to see who was logged in and from what location. Even if a vpn is used they can tell.

So wait for the investigation.

You can log into ybets. Can you post your past betting history from the date this happened and prior?

 

[merino54]

So someone somehow accessed your account without changing password and played the same game as you were doing the entire time?

Well either way. Casinoguru will request IP address to see who was logged in and from what location. Even if a vpn is used they can tell.

So wait for the investigation.

You can log into ybets. Can you post your past betting history from the date this happened and prior?

I have the history of the amounts I bet before these plays, and the amounts are completely different. With 52,000 euros in my account, as someone who doesn't have much, I would never bet 40,000; that would be the biggest mistake I could make. But after seeing the account at 0, I was deeply affected psychologically. Before they removed my account access, I took every possible photo of everything.

 

[merino54]

So someone somehow accessed your account without changing password and played the same game as you were doing the entire time?

Well either way. Casinoguru will request IP address to see who was logged in and from what location. Even if a vpn is used they can tell.

So wait for the investigation.

You can log into ybets. Can you post your past betting history from the date this happened and prior?

 

[BillyGoldblum]

A guy I knew who had no money ran up a balance. He started at $20 spins and ended up doing of $5000 per spin til he lost everything.

Gambling is dangerous if you let it be.

Looking at your bets and gaming history, sort of looks like you lost control and regret it.

Better luck next time.

 

[merino54]

I have all the proof.

 

[merino54]

A guy I knew who had no money ran up a balance. He started at $20 spins and ended up doing of $5000 per spin til he lost everything.

Gambling is dangerous if you let it be.

Looking at your bets and gaming history, sort of looks like you lost control and regret it.

Better luck next time.

I didn't lose any controller; I wasn't playing. Did you see the screenshots I sent? If I was recovering the password at 6:52 AM, how was I playing?

 

[merino54]

A guy I knew who had no money ran up a balance. He started at $20 spins and ended up doing of $5000 per spin til he lost everything.

Gambling is dangerous if you let it be.

Looking at your bets and gaming history, sort of looks like you lost control and regret it.

Better luck next time.

I have all the evidence, from conversations to schedules, etc. Proof that I couldn't access my account and was recovering my password while they were making moves. Just look at the screenshot.

 

[merino54]

A guy I knew who had no money ran up a balance. He started at $20 spins and ended up doing of $5000 per spin til he lost everything.

Gambling is dangerous if you let it be.

Looking at your bets and gaming history, sort of looks like you lost control and regret it.

Better luck next time.

I sent all the photos and conversations etc... to casinoguru, I can prove that they didn't have access to my account and they have those conversations too.

 

[merino54]

A guy I knew who had no money ran up a balance. He started at $20 spins and ended up doing of $5000 per spin til he lost everything.

Gambling is dangerous if you let it be.

Looking at your bets and gaming history, sort of looks like you lost control and regret it.

Better luck next time.

How can you make such a comment? Saying I lost control? How do you explain that I can't access my account, report it to Juliana in the chat, request a password recovery, receive the recovery code at 6:52 a.m., enter the code, and change the password, and when I log in, it's 0? Explain that to me, since you said I lost control.

 

[BillyGoldblum]

Well no sense arguing with me. Nothing I can do. Wait for the investigation to be done

 

[merino54]

Well no sense arguing with me. Nothing I can do. Wait for the investigation to be done

I just didn't understand your comment saying I lost control; that doesn't make sense. If I didn't have access to the account, how did I lose control?

 

[merino54]

Well no sense arguing with me. Nothing I can do. Wait for the investigation to be done

I'll eagerly await CasinoGuru's response. If I had been the one playing, I wouldn't be filing complaints and wasting time for nothing. I know I didn't play, and I have a clear conscience; the images speak for themselves. How could I have been playing if I couldn't log in, and at 6:52 a.m., I was receiving the code to recover my account? Every day I check my email for a response. I'm very anxious and stressed about this whole situation.

 

[merino54]

I need to set the record straight. I’ve shared screenshots of the game logs to clearly show what happened. While I was requesting a password recovery because I couldn’t log in, my account was being accessed. Yet someone came along and claimed I “lost everything because I lost control”?


Such accusations are misleading. Before pointing fingers, I strongly suggest carefully reviewing the screenshots. You’ll see that the bets I personally placed ranged from €200 to €1,000, whereas the other bets made on my account were much higher. The evidence clearly shows that I did not lose control of my account.


I hope this clarifies the situation for everyone reviewing the thread.

 

[SYPlayer95]

Ive also been on the wrong end of DelOro.
My advice to you is open a PAB, as Max has previously suggested. Otherwise these threads can quickly turn into a wild goose chase.

 

[slaman29]

@SlamRoyale @L&L-Jan you are a casino rep. Is it possible for an employee to go into a players account without their knowledge and play their money? Without having to actually log in without knowing the password.

Does a casino have that power? I really am not so sure.

Absolutely not. Not possible, even if they wanted to.

For login, Player login credentials are only known to them and can only be retrieved by them.

For normal companies anyway even if they can have access to user accounts, it is very specific, limited, still, no access to credentials.

 

[SYPlayer95]

Absolutely not. Not possible, even if they wanted to.

For login, Player login credentials are only known to them and can only be retrieved by them.

For normal companies anyway even if they can have access to user accounts, it is very specific, limited, still, no access to credentials.

We are talking about a rouge casino here. I wouldn't rule it out.

 

[BillyGoldblum]

We are talking about a rouge casino here. I wouldn't rule it out.

They dont design the software. They purchase it. It's made so you cannot do that. Its just like an online store. They cant log into your account.

I spoke to a casino owner tonight I know and he said there is no way

 

[merino54]

I don't know what happened, but I know that when I changed my password and managed to log in, it was at zero. I'm saying it's impossible, so I want you to explain. From the moment I entered the chat and told them I couldn't access my account, and that I had entered the wrong email or password, they didn't verify that my account was making any moves. How is it possible that I'm requesting a password recovery and am actually making moves? If you're logged in and want to play: Normally, while you're logged in, you can play normally. If you forget a password and start the recovery process, many platforms ask you to log out or only allow recovery via email, SMS, or another secure method. If you're logged out and want to recover a password: You won't be able to play until you reset your password and log back in. The recovery process usually involves clicking "Forgot Password," receiving a link or code, creating a new password, and then returning to play. Important: Some casinos have strict security measures. Attempting to manipulate the process or using multiple sessions may trigger fraud alerts.

 

[merino54]

They dont design the software. They purchase it. It's made so you cannot do that. Its just like an online store. They cant log into your account.

I spoke to a casino owner tonight I know and he said there is no way

Just from this comment I already realized that you have a connection with the casino, hence your answers.

 

[BillyGoldblum]

Just from this comment I already realized that you have a connection with the casino, hence your answers.

You caught me. I am the owner of del oro casino. It was me. I played on your account.

 

[merino54]

It's sad that you're joking about this situation. If I were you, I'd like to know if you'd appreciate it too. Since you know the casino owner, he should explain how it's possible that I can't access my account and request a password recovery while they're still playing on it.

 

[merino54]

You caught me. I am the owner of del oro casino. It was me. I played on your account.

I'm amazed at the comments I've received here, as they've even labeled this casino as untrustworthy, yet we still have users defending the casino. For those defending the casino, I'd like you to explain to me how it's possible to be in the chat saying I can't access my account, request recovery, and then, after logging in and finding out the account balance, check the history while I was recovering the account and see if my account was being used.