The player from Spain has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Solcasino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for player to reply
6d 1h 54m 54s
Solcasino
Safety Index 8.2 HighCase summary
Discussion
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3 weeks ago
Translation
Good afternoon.
I won 600 euros at Sol Casino, and they tell me this
We would like to inform you that, in accordance with our internal Responsible Gaming and Anti-Money Laundering policies, it is necessary that the deposited funds be used in gaming activity before a withdrawal request can be processed.
These policies are part of our security and compliance procedures and apply to all accounts without exception. Therefore, withdrawals are not possible from deposits that have not been used or transacted on the platform.
We invite you to use part of your deposit on any of our available games. Once you've met this requirement, you can request a withdrawal.
We remain at your disposal for any further questions or clarifications.
Warm regards,
Sofia
I want to emphasize that I have been playing more than 600 euros in sloy blackjack etc.
So I don't understand why they're telling me this and I can't make my withdrawal.
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
Dear Thais191819,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationYes, my account is verified and everything is perfect.
But if I've already played more than 600 euros at that casino, I don't understand why they want me to play more in order to make my withdrawal.
It's something I don't understand.
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1 week ago
Dear Thais191819,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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22 hours ago
Dear Thais191819,
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.
