Solisbet Casino - Player's withdrawal has been delayed.

I joined Solisbet 13/02/2024. I cannot recall if KYC was done but there appears to be no mention of it in the Profile section of the website.

I have been waiting 8 months for a withdrawal. On 07/02/2025 I received an email as follows:

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Dear,

We regret to inform you that due to serious issues with our payment providers, we have incurred significant financial losses. As a result, we were unable to process your withdrawal.

To resolve this matter, we recommend that you initiate a chargeback through your bank or payment provider. We will fully cooperate and provide any necessary information to support your claim so that you can receive your funds as soon as possible.

Please let us know if you need any assistance during the process.

Best regards,

Support team

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From my experience, banks will not process chargebacks if they are gabling related or if payments are made via 3rd party processors. Additionally, the bank could reduce my credit rating after such an action.

Anyway, I responded the same day by saying I would be unable to chargeback and could they pay me at some point going forwards. I have not heard from them since and clicking the live chat button seems to do nothing.

Hello dsp99RF,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Solisbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Have you ever processed a withdrawal from the casino before?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Nick

My account with Solisbet was activated on the day I joined (13 Feb 2024).

I have not made any withdrawals. Furthermore, there is only one withdrawal attempt (for €2000) as per my first post above. The remaining balance at the casino is €1587.

The most recent communications are those stated in my first post above.

Hello dsp99RF,

Would it be possible to forward the full communication between you and the casino related to the case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

(email sent)

Thank you dsp99RF for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you dsp99RF for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Solisbet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them, however, this is supposed to be done through the license validator on the casino website, which they may be purposefully not displaying to prevent players from escalating their complaints. I am sorry I could not be of more help on this occasion.

Best regards,

Peter