I requested DeloroCasino to permanently close my account due to gambling-related harm, but they refused and instead encouraged me to continue playing, allowing further deposits despite my vulnerability.

Eventually, they pressured me into accepting a settlement for a very low amount while I was in financial distress. I agreed under pressure, but the circumstances raise serious concerns about fairness and responsible gambling obligations.

After I believed the matter was settled, the casino continued to send me multiple promotional emails despite my closure request, violating responsible gambling standards.

Now, DeloroCasino has completely cut off communication by ignoring my emails and disabling live chat. According to the European Consumer Centre (ECC), the contract I signed is not valid or enforceable under EU consumer protection law.

I am seeking proper mediation, a fair resolution, and accountability for these breaches.

I am really sorry you found yourself in such a situation.

May I ask, though, where did you send your request to close the account due to the gambling issues? Was it to their support team?

I just want to make sure that there was no misunderstanding and they really received it, you know.

We will, of course, try to investigate the whole thing, and hopefully we'll be able to get the solution to your complaint.

Hi,

At first they forwarded me to [email protected] which turned out to be wrong, after that i sent it to [email protected]. I also sent it via tickets system to make extra sure they are aware of it, i also tried to self-exclude from account settings as their terms state but the page is empty which indicates serious neglect of responsible gambling.

Looks like always there is issue with deloro casino.

Yes, unfortunately it seems like there are ongoing issues with DeloroCasino, especially when it comes to responsible gambling and how they handle account closures. In my case, they refused to close my account despite repeated requests due to gambling harm, pressured me into accepting a minimal settlement under distress, and then continued sending promotional emails afterward.

It’s really concerning to see similar stories from other players—it suggests this isn’t just an isolated mistake but a repeated pattern. Hopefully platforms like CasinoGuru can help hold them accountable. Thanks for your comment.

Yes. I had issues with them before.

I’m sorry to hear that you also had issues with them. It’s concerning how often this seems to happen. If you’re comfortable sharing, what kind of problems did you experience with Deloro?

I think the more we bring these stories to light, the more pressure there is for them to improve their practices — especially around responsible gambling and fair treatment. Thanks again for speaking up.

In this case you really done everything possible to get your account closed. I hope our complaint team will be able to contact them soon and get it all solved.

Hopefully, yes. Let's wait till there is update on the complaint and we'll see!

The kept my account active despite of asking to close it permanently due to gambling addiction. Which made loss for me.

To be fair, based on my personal experiences i am not surprised. Did you manage to get a refund or any help?

Yes. Thanks God that I kept all the correspondence emails and chat.

That's good to hear, i have also plenty of screenshots and documentation to back up my claims. We'll see how this turns out, thanks for sharing!

Good luck.

Most of the casinos won't adhere to the gambling policies, rules and always try put the blame on the gambler.

Thanks,

yeah i am fully aware of that and that is why i am doing everything i possibly can to reach fair solution.

By the way deloro casino & Heats casino are same.

Many casinos run under same company and they deny that when they let creat an account at their other casino.

Yes, I’m aware that Deloro Casino and Heats Casino are connected. When I first questioned it, they denied any affiliation. Now, however, they claim it’s the same owner but under different management. It’s disappointing how these casinos often shift their stance depending on the situation—especially when it comes to self-exclusion and responsible gambling policies.

I agree 100% with you.

Believe me when it comes to deposits, it is easy but when withdrawing or any issue they show different face ??.

Thank you for your response.

I wanted to check if your complaint team has received any replies from the casino yet, and whether they’ve seen the evidence I tried to send. I’ve attempted to email their complaint team directly with the proof they requested, but I keep getting an error: "unreceived mail returned to sender."

Could you please confirm whether they received anything from me via your team, or if there’s another way I should send the evidence? I’m concerned my emails aren’t reaching them at all. I sent it to the e-mail she provided me with on the complaint.

Thanks again for your support—really hoping this can get resolved soon.

Completely agree with you on this one.

When i try to reach out to them via live chat they just disable my access to it, i even screen recorded it. Not to mention the e-mails that they ignore completely.