Solcasino.io - Player’s account is under review and funds are delayed.

My account DarkPhoenix14 at Solcasino.io has been blocked under what their team describes as AML / compliance review for approximately 10 months without resolution.

Timeline:

- 2025-07-22: multiple SOL deposits to my account, approximately 30 SOL total, all verifiable on the Solana blockchain (see attached evidence document)

- Played the wagering volume required to enable withdrawal

- Withdrawal requested

- Account placed under review

- KYC subsequently requested and completed (government ID, proof of address, liveness verification) — all documents accepted

- Approximately late July 2025: review began

- Today (10 May 2026): still under review, no decision, no ETA, no specific clause cited

Approximate balance held: approximately 30 SOL. I cannot view the exact figure because the account is gated.

Throughout the past 10 months I have contacted support more than 20 times. On every occasion I have explicitly offered to provide additional documentation, source-of-funds proof, deposit transaction signatures, or signed wallet ownership proofs. On every occasion the offer has been declined or ignored, and I have been told the case remains "under review" with no estimated time and that no action is needed on my end.

Today (10 May 2026) I sent a formal escalation request to support@solcasino.io asking for either release of funds or a written decision under their Terms and Conditions, including identification of any specific clause being applied to my case. A copy of this email is attached. The same day I also messaged the in-platform support chat — I received the same generic "your case is being escalated, we will let you know" reply (screenshot attached).

Important context regarding KYC status: when I log into the platform today, my account displays a generic gate stating "To comply with KYC and AML regulations, we require additional verification." However, when I click through to the KYC section, the platform itself confirms that my KYC verification is fully complete and was approved months ago. The platform's own records show no outstanding verification requirement. Despite this, my account remains blocked from viewing the balance, depositing, withdrawing, or playing. The casino has not communicated any specific reason or any specific Terms and Conditions clause that would justify this continued block. Screenshots of both the gate and the verified KYC status are attached.

The deposits to this account are fully traceable on the Solana blockchain (deposit evidence document attached). The funds originate from my own personal Solana wallet. Source-of-funds documentation can be provided on request.

I am submitting this complaint because the casino has provided no concrete information for the entire 10-month review period despite repeated offers of cooperation, and because the platform's own records contradict the casino's stated reason for the continued block (their own KYC system shows me as verified).

I am asking Casino.Guru to mediate and obtain either release of my funds, or a clear written explanation of the casino's decision under a specific Terms and Conditions clause.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear nikalosa,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did Solcasino provide you with any timeline or estimated resolution date at any point during the review?

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

Petra

Hi Petra,

Thank you for taking up the case. To answer your three questions:

1. Slots — I played a small number of slot games over a short period after depositing.

2. Without any active bonus. I did not claim or use any bonus, and there were no winnings accumulated through bonus play.

3. No. At no point during these ten months has Solcasino provided me with a timeline, an estimated resolution date, or any specific concern raised about my account. Every response has been a generic confirmation that the case is "under review" with no further information. The only document request was the initial KYC, which I completed and which the platform itself now shows as fully verified.

Please let me know if you need any further details or documentation. I am happy to provide whatever helps move the case forward.

Best regards,

Nika

Thank you for your reply and for providing the previous details, nikalosa.

• Is there any additional documentation related to the source of funds that you have not yet submitted?
• Could you provide any additional communication you had with the casino regarding the status of your account review?? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Thank you for your reply and for the additional information provided.

Unfortunately, I have not received the communication files you mentioned on my email yet. Could you please resend them or alternatively upload them directly to this thread so I can review them properly?

Thank you in advance for your cooperation.

Hi Petra, I realized that accidentally email was left in draft. I've just sent it to you

Dear nikalosa,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello nikalosa,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Solcasino.io,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Dear nikalosa,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Tobique Gaming Commission by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S