The player from Spain was facing issues withdrawing his winnings of 50 euros from Solcasino due to a persistent blocking message despite completing the required payment method verification and making two additional deposits of €20. He contacted customer service multiple times with no response and requested assistance to unlock his account and release his funds. We asked for more details and evidence, but he did not reply to our messages or reminder. As a result, the complaint was closed for now because no further investigation could be carried out without his cooperation.
Solcasino - Player's withdrawal is delayed and funds are blocked.
Closed
Our verdict
Player stopped responding
Amount: €73
Solcasino
Safety Index 8.2 HighCase summary
Discussion
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3 weeks ago
Translation
A few weeks ago, I participated in a promotion at Solcasino and received a balance of 50 euros. To withdraw the funds, the platform required verification of my payment method, a process that took two weeks to complete.
Once the verification was complete, when I tried to withdraw my winnings, the system issued the following blocking message: "Additional verification required. To withdraw with this payment credential, first provide a method-specific credential by making a deposit using the same deposit method."
Strictly following the instructions in the message, I made an initial deposit of €10. When the error persisted, I made a second deposit of another €10 (both deposited instantly and reflected in my balance via BBVA, totaling an additional €20). Despite having met the platform's requirements, the system continues to display the exact same block and prevents me from withdrawing my funds.
I have tried contacting customer service through their live chat and email repeatedly, but I have received no response or solution. They are unfairly holding and withholding funds despite providing proof of payment and complying with their policies.
I request the mediation of this platform so that Solcasino unlocks my account and proceeds with the immediate payment of all my funds.
Automatic translation:
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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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Solcasino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible? Can you log in?
- Did you achieve your winnings with the welcome no-deposit bonus
- Could you please share with me your communication with the casino you refer to in your complaint post? 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
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2 weeks ago
Dear juan.alvrzz,
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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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
