Sol Casino - Pelaaja ei ole vielä saanut voittojaan.

Dear support team,

I am contacting you to request a review of the restriction applied to my account.

I made a deposit of 1,100 PEN and used my own money to place regular sports bets. Approximately 800 PEN were wagered at regular odds, without any problems.

Only at the very end did I place two bets at lower odds (1.12 and 1.02), one of which I lost and the other I won. I don't believe this can reasonably be interpreted as a "risk-free strategy," since most of my activity was in sports betting with normal odds.

Furthermore, I did not accept any bonus or promotion, so my deposit corresponds exclusively to my own funds used for sports betting.

I'm currently being required to meet a wagering requirement exclusively on slots, which is problematic because casino games aren't available in my country, and I've even been advised via chat to use a VPN to access them. This seems inappropriate to me, as VPN use is often restricted or prohibited on many platforms.

For this reason, I believe it is unreasonable to force me to comply with a requirement for a product that is not available in my region, especially when my main activity has been in sports betting.

I kindly request:

Please review my case again.

That any requirement be allowed to be fulfilled through sports betting.

Or, failing that, that the withdrawal of the remaining balance be allowed without imposing conditions that are impossible to meet from my country.

I await your response and thank you in advance for your help in resolving this situation fairly.

Sincerely, Daniela

Estimado equipo de soporte,

Me comunico para solicitar una revisión de la restricción aplicada a mi cuenta.

Realicé un depósito de 1,100 PEN y utilicé mi propio dinero para realizar apuestas deportivas normales. Aproximadamente 800 PEN fueron apostados en cuotas regulares, sin ningún tipo de inconveniente.

Únicamente al final realicé dos apuestas a cuotas más bajas (1.12 y 1.02), de las cuales una resultó perdida y la otra ganada. Considero que esto no puede interpretarse razonablemente como una "estrategia sin riesgo", ya que la mayor parte de mi actividad fue en apuestas deportivas con cuotas normales.

Además, no acepté ningún bono ni promoción, por lo que mi depósito corresponde exclusivamente a fondos propios utilizados para apuestas deportivas.

Actualmente se me exige cumplir un requisito de apuesta exclusivamente en tragamonedas, lo cual resulta problemático porque los juegos de casino no están habilitados en mi país, y por el chat incluso se me ha sugerido utilizar VPN para poder acceder a ellos. Esto me parece inapropiado, ya que el uso de VPN suele estar restringido o prohibido en muchas plataformas.

Por este motivo, considero que no es razonable obligarme a cumplir un requisito en un producto que no está disponible en mi región, especialmente cuando mi actividad principal ha sido en apuestas deportivas.

Solicito amablemente:

Que se revise nuevamente mi caso.

Que se permita completar cualquier requisito mediante apuestas deportivas.

O, en su defecto, que se permita el retiro del saldo restante sin imponer condiciones imposibles de cumplir desde mi país.

Quedo atento a su respuesta y agradezco de antemano su ayuda para resolver esta situación de manera justa.

Atentamente.Daniela

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.

Dear Dcanaza18,

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

Dear Dcanaza18,

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.

Dear Dcanaza18,

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,
Karla
Casino.Guru