Solcasino

Case summary

The player from Spain was unable to withdraw his winnings of €80 from Solcasino due to an unresolved verification process. Despite providing documentation, his national identity card had been rejected multiple times by the automated system, and he had received no response from the casino after repeated attempts to get support. He requested assistance in understanding the rejection reasons and completing the verification to access his funds. We asked him for the rejection screenshot, the uploaded ID photos, and details about his profile and gameplay, but he later marked the complaint as resolved, so the case was closed as resolved.

Discussion

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0104jesus

Bronze

Spain

Public

4 weeks ago

Original

Translation

Claim against Solcasino (Estrella Sol Interactive, SA)

I am submitting this complaint because, despite having provided all the requested documentation, I have not been able to complete the verification process or withdraw my winnings.

I made a €10 deposit using a Visa card in my name. After playing, I had a balance of €80, at which point Solcasino asked me to verify my identity and payment method before allowing a withdrawal.

For the past 10 days, I have been trying to complete identity verification using my national identity card. The automated system has rejected my document approximately 20 times, without ever indicating the reason for the rejection.

I also sent proof of the Visa card used to make the deposit. However, that documentation has been pending review for 10 days without any updates.

During this time, I have tried to resolve the issue directly with the casino through every available means. I have made numerous phone calls that have gone unanswered, sent several emails that have not received a response, and the live chat service has either not worked or has not provided me with a solution.

Each time I have requested a manual review of my documents, I have been told to continue using the automated verification system. However, this system continues to reject my ID card without explanation, preventing me from completing the verification process.

As a result, I have a balance of €80 blocked and I cannot withdraw funds that I obtained legitimately.

I believe I have acted in good faith, providing all the required documentation and making multiple attempts to resolve this issue directly with the operator, without receiving effective assistance.

I request Casino Guru's assistance in mediating with Solcasino so that the operator:

- Please explain the specific reason why my ID card is being repeatedly rejected.

- Perform a manual review of all submitted documentation.

- Complete the identity verification (KYC) process correctly.

- Please allow the withdrawal of the €80 that remain blocked in my account once my identity has been verified.

Thank you in advance for your attention and any help you can offer in resolving this issue.

Reclamación contra Solcasino (Estrella Sol Interactive, S.A.)

Presento esta reclamación porque, a pesar de haber aportado toda la documentación solicitada, no he podido completar el proceso de verificación ni retirar mis ganancias.

Realicé un depósito de 10 € mediante una tarjeta Visa a mi nombre. Tras jugar, obtuve un saldo de 80 €, momento en el que Solcasino me solicitó verificar mi identidad y el método de pago antes de permitir la retirada de fondos.

Desde hace 10 días intento completar la verificación de identidad utilizando mi DNI. El sistema automático ha rechazado mi documento en aproximadamente 20 ocasiones, sin indicar en ningún momento el motivo del rechazo.

También envié el comprobante de la tarjeta Visa utilizada para realizar el depósito. Sin embargo, esa documentación lleva 10 días pendiente de revisión, sin ninguna actualización.

Durante este tiempo he intentado resolver el problema directamente con el casino por todos los medios disponibles. He realizado numerosas llamadas telefónicas que no han sido atendidas, he enviado varios correos electrónicos que no han recibido respuesta y el servicio de chat en vivo no ha funcionado o no me ha proporcionado una solución.

Cada vez que he solicitado una revisión manual de mi documentación, se me ha indicado que debo seguir utilizando el sistema automático de verificación. No obstante, dicho sistema continúa rechazando mi DNI sin ofrecer ninguna explicación, impidiéndome completar el proceso de verificación.

Como consecuencia, tengo un saldo de 80 € bloqueado y no puedo retirar unos fondos obtenidos legítimamente.

Considero que he actuado de buena fe, aportando toda la documentación requerida y realizando múltiples intentos para resolver esta incidencia directamente con el operador, sin recibir una asistencia efectiva.

Solicito la ayuda de Casino Guru para mediar con Solcasino y que el operador:

- Explique el motivo concreto por el que mi DNI está siendo rechazado de forma reiterada.

- Realice una revisión manual de toda la documentación presentada.

- Complete correctamente el proceso de verificación de identidad (KYC).

- Permita la retirada de los 80 € que permanecen bloqueados en mi cuenta una vez verificada mi identidad.

Agradezco de antemano la atención prestada y la ayuda que puedan ofrecer para resolver esta incidencia.

Automatic translation:

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Veronika

Complaint Resolution Center Deputy Team Lead

Public

3 weeks ago

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.

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Veronika

Complaint Resolution Center Deputy Team Lead

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3 weeks ago

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of the error message you receive when the casino’s verification system notifies you that your ID has not been approved?
Could you kindly forward me the photographs you uploaded to your casino profile for ID verification? My email address is veronika.f@casino.guru.
Have you completed your casino profile fully and truthfully?
Have you submitted any other identity documents to the casino for the verification of your account?
What types of games did you play to accumulate your winnings?

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

Best regards

Veronika

Edited by a Casino Guru admin

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Veronika

Complaint Resolution Center Deputy Team Lead

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2 weeks ago

Dear 0104jesus,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Veronika

Complaint Resolution Center Deputy Team Lead

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2 weeks ago

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 0104jesus,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

Solcasino - Player’s account verification is delayed.

Case closed

Amount: €80

Case summary