The player from Spain set a voluntary deposit limit of €10 but was allowed to increase it multiple times within 24 hours, resulting in a total deposit of €475 that he lost. He believes this violates Spanish responsible gambling regulations and has submitted a formal complaint for a refund, but has not received a response.
Solcasino - Player seeks refund for deposit limit violation.
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6d 19h 22m 56s
Solcasino
Safety Index 8.1 HighCase summary
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1 week ago
Translation
On May 23, 2026, I voluntarily set a deposit limit of €10 on my Solcasino account as a self-protection measure.
On May 24, 2026, in less than 24 hours after I activated the limit, Solcasino allowed me to increase it five consecutive times, without any waiting period, time restrictions between changes, or any kind of control. This led me to deposit a total of €475 that day, money that I lost.
This behavior directly violates Spanish responsible gambling regulations, which require a mandatory waiting period before allowing an increase in a deposit limit. The platform not only failed to apply this period, but the day before, I had activated a self-protection measure, which should have alerted them that I was a high-risk player.
I have the following documentation:
• Screenshots of the application with the date, time, and exact amount of each limit change
• Official notifications from the app itself confirming each modification
• Emails from Solcasino confirming the changes
On May 25, 2026, I sent a formal complaint by email to clientes@solcasino.es requesting a refund of €475, without having received a response yet.
I request Casino Guru's mediation to recover the €475 deposited on May 24th in violation of my own self-protection limits.
Automatic translation:
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1 week 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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1 week 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.
- Have you raised the issue with the casino already? Have you received any response from the casino?
- Was there any other responsible gambling limit active on your account?
- Have you previously benefited from the deposit limit in the past in this online casino? Has the limit worked in the past according to your expectations?
- Could you please share with me your communication with the casino regarding the issue? 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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1 week ago
TranslationHello Tomás.
Thank you for your reply.
Yes, yesterday I sent an email to the casino explaining the problem, detailing what happened and the rules they violated, and attaching screenshots of the deposit changes as evidence. So far, I haven't received a response yet.
No, I didn't have any other restrictions at this casino; I only applied the deposit limit to have some control. But another violation was not checking my responsible gambling history, since I'm self-excluded from almost all betting sites in Spain.
I haven't benefited from deposit limits before, neither at this casino nor any other. Deposit limits have always worked normally at other betting sites, but since joining Solcasino, they haven't functioned as they should according to the regulations since I became a customer.
Here is the statement I sent to the casino:
Dear Solcasino team,
I am writing to you to file a formal complaint regarding non-compliance with Spanish responsible gambling regulations.
On May 23, 2026, I voluntarily set a deposit limit of €10 as a self-protection measure.
On May 24, 2026, in less than 24 hours, the platform allowed me to increase this limit 5-6 times consecutively, without any mandatory waiting period or time restriction between changes. I have attached as proof the emails I received from your platform confirming each modification. The first two confirm that the deposit limits were set to €10 daily and monthly on May 23; the remaining two confirm the repeated limit increases on May 24 without any waiting period.
This behavior violates current responsible gambling regulations in Spain, which stipulate that limit increases must be subject to a waiting period. The platform did not implement any controls, even though I had activated a self-protection measure the previous day, which should have indicated that I was a player at risk.
For all the above reasons, I request the return of the deposits made on May 24th that exceeded the €10 limit that I myself had set.
If I do not receive a satisfactory response within 30 days, I will file a complaint with the DGOJ, providing all available documentation.
Following this message, I left them all the screenshots from various sites, emails, notifications, and their own application where they accepted deposit changes without any control.
I just tried increasing my deposit limit at the casino to test the system, and now they're asking me to fill out a form. But before, when I increased the limit, there were no forms or waiting periods.
Thank you so much.
Automatic translation:
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6 hours ago
Thanks for your patience. I went over the description of the deposit limit as specified on the casino's website: https://solcasino.es/en/juego-mas-seguro
D. INFORMATION ABOUT THE TOOL FOR THE ESTABLISHMENT OF DEPOSIT LIMITS AND ITS OPERATION AND MODIFICATION.
The deposit limit allows the participant to determine the maximum amount he/she can deposit in a given period of time: daily, weekly or monthly. The predetermined maximum deposit limits will generally be as follows:
€600 daily.
1,500 per week.
3,000 per month.
For these purposes, the time periods shall be computed as follows:
Day: calendar day between 00:00 a.m. and midnight.
Week: period between 00:00 h on Monday and 24:00 h on Sunday.
Month: period between 00:00 h on day 1 and 24:00 h on the last day of the corresponding month.
Solcasino allows participants to voluntarily set deposit limits lower than the predetermined or generally established amounts. Each participant must make this request expressly and individually. These requests will be immediately honored.
In addition, participants may request, also on an express and individual basis, the increase of their deposit limits or the removal of any of the limits applicable to their deposit account in excess of the generally pre-determined amounts.
Such requests may be honored by Solcasino provided that the following conditions are jointly met:
That the participant has completed and passed the self-assessment test.
That the participant has not incurred in risky behaviors during the last three (3) months, according to the historical analysis of his/her playing history.
The new limits will take effect within a maximum period of three (3) days from the fulfillment of the above requirements.
A new increase in the limits established by the participant above the generally predetermined amounts may not be requested until three (3) months have elapsed since the last approved increase.
Based on this information, the setting of limits at or below the specified amounts would be honored immediately. It appears the deposit limits in the casino worked as intended. Please let me know if there is any other information we might not have considered.
Looking forward to your reply.
