Betsolid Casino - Player's winnings have been confiscated without explanation.

I played on Betsolid and received a 100% welcome bonus after depositing 100 euros. I completed the wagering requirements according to the bonus rules and followed the progress until the required wagering amount was fully completed. During my gameplay, I won a large amount of money, and the final balance became 13,049.75 euros, which I then requested to withdraw in full.

However, the withdrawal was cancelled, and only my original 100 euro deposit was returned to me without any proper explanation. When I contacted live chat support, they referred to section 12.1 of their terms, which states: "Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and/or IP address."

I was fully aware of these rules and followed every single one of them. No violation was committed, yet they refuse to explain what I supposedly did wrong, even when I directly ask them for clarification. Live chat support did not provide any evidence or additional information and only kept repeating that this section had been violated. At this point, they are effectively taking away all of my winnings without properly explaining or proving any breach of their terms.

The only thing that comes to mind is that I have also played at Arctic Casino. However, I checked the bonus rules and could not find anything that says this is not allowed, so there must be some misunderstanding. I would like to know exactly which rule was broken, as I am sure that I have not broken any.

I also noticed that the amount mentioned earlier is actually the cancelled withdrawal amount. The correct balance should be €100 higher.

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Dear tursa02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you passed the KYC verification process? Which documents were you asked to provide?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent you everything you requested via email. Everything should be fine.

Also, I was referring to ArcticBet earlier when I said "Arctic Casino".

Dear tursa02,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear tursa02,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Betsolid Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Betsolid Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Dear tursa02,

before I proceed with the next steps, I would like to ask whether there have been any new developments regarding your case since your last message. If anything has changed or if you have received any communication from the casino, please let me know.

I would also like to inform you that I attempted to contact the casino outside of this complaint thread as well. Unfortunately, I only received a generic automated response from their support team, and they did not address this complaint or provide any information regarding your case.

I will give you an opportunity to provide any final updates before I decide how to proceed.

They have sent me nothing new and overall nothing has changed. I hope this is not a hopeless case. You are free to proceed and thanks a lot for helping with this!

Hello tursa02,

thank you for your patience and cooperation throughout this complaint.

Unfortunately, despite my repeated attempts to establish contact, Betsolid Casino has failed to provide any substantive response regarding your case. I also tried reaching the casino through alternative communication channels outside of this complaint thread, but only received a generic automated reply and no meaningful information concerning your complaint.

As a result, I have not been provided with any explanation for the confiscation of your winnings, any reference to the relevant Terms and Conditions, or any supporting evidence that would allow me to independently assess the casino's decision.

For this reason, I have no other option but to close this complaint as unresolved, which may negatively affect the casino's Safety Index rating on our website.

As a final step, you may still consider submitting a complaint to the Malta Gaming Authority (MGA). Information on how to do so can be found either in Section 15 of the casino's Terms and Conditions, where they also refer to their designated ADR provider, eCOGRA, or directly via the following page:

https://www.mga.org.mt/player-hub/lodge-a-complaint/

I am sorry that I could not achieve a better outcome in this case. I sincerely hope that either the MGA or eCOGRA will be able to review your case further and assist you in resolving the matter.

I wish you the very best of luck.

Best regards,

Samuel

Casino Guru