Solcasino.io - Player’s account remains blocked and funds withheld.

Hello! I won $1,500 on solcasino.io and wanted to withdraw some of the funds. But instead of allowing the withdrawal, they blocked my account and requested verification. I uploaded all the necessary documents, but they still haven't unblocked my account.

Later, they told me that the verification would take up to 30 days.

On July 30, 28 days after passing verification, I was assigned to undergo verification again, and they also claimed that they had not received the documents I sent on July 2, although they had previously told me that the documents were being verified. 

I don't know why they started lying to me.

The system marked all documents with a check mark, but for some reason the verification was not completed.

Another 38 days have passed since the re-verification, but nothing has changed. They won't tell me how long the verification will take, they don't want to check the documents and unblock my account and return my money.

Please help me solve this problem.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise what specific documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Natalia

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Hello! Both times I passed verification within 24 hours of being assigned. I uploaded my ID, selfie, bank statement to confirm my address, phone number, and email address.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I sent you an email.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear begum1252,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Solcasino.io representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the New Brunswick Gaming Authority (through validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own [email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana