The player from Spain had 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 believed this violated Spanish responsible gambling regulations and submitted a formal complaint for a refund, but did not receive a response. The casino's policy stated that deposit limit increases above predetermined amounts required passing a self-assessment test, a three-month risk-free playing history, and a waiting period of up to three days, with a three-month interval between increases. The player provided evidence that these controls were not applied during his multiple limit increases in one day, although the casino policy suggested limits below certain thresholds could be adjusted instantly. Due to the player's lack of response to further inquiries from the Complaints Team, the complaint was closed without resolution, but the player could reopen it by resuming communication.
Solcasino - Player seeks refund for deposit limit violation.
Player stopped responding
Amount: €475
Solcasino
Safety Index 8.2 HighCase summary
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.
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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
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.
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.
TranslationThank you for your response and for sharing Solcasino's official policy on deposit limits.
However, I must point out a fundamental contradiction in the conclusion reached. The policy they themselves shared clearly states that increasing a deposit limit requires three mandatory conditions: passing a self-assessment test, a three-month history of no risky behavior, and a three-day waiting period. Furthermore, it expressly states that a new increase cannot be requested until three months have passed since the last one was approved.
On May 24th, I made 5 consecutive upward adjustments in less than 24 hours. In none of them:
• I was not presented with any self-assessment tests
• No historical analysis was performed
• No waiting period was applied
• I was informed that I should wait 3 months between price increases
The changes were applied instantly and without any control, in direct contradiction to the policy that the casino itself has provided.
I have screenshots of the application, official notifications generated by the platform itself, and automated system emails, all with exact dates and times, which prove that none of these controls were applied on May 24th.
Additionally, after the events I reported, I verified that the system does indeed apply these controls: when I recently tried to increase my limit, I received an email informing me that the request had been declined and that I should wait 7 days. This confirms that the system was corrected after the events I reported, which constitutes an implicit acknowledgment that it was not functioning correctly previously.
Therefore, claiming that "the limits worked as intended" is inconsistent with the very policy you just shared. I request that the case be reconsidered in light of this evidence and that Solcasino be required to explain how it was possible to approve five consecutive upgrades in less than 24 hours without meeting any of the requirements established in its own internal regulations.
I am available to provide all available documentation.
Thanks for your reply.
Based on the screenshots you provided, the highest deposit limit you set was 600€/month, which is below the 3000€/month threshold that would require a waiting period according to the casino's policy, and therefore, it's expected that it will be set instantly.
Please let me know if there is anything else for us to consider.
Dear Pedrohdd,
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.
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
