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I requested a withdrawal of R$2,205 and after waiting for a long time I contacted support on the chat. I was told that my account was being verified and that I would have to wait up to 31 DAYS, and I wasn't asked to send any documentation or anything, just to wait.

These platforms act in this totally criminal way and in the end nothing happens against them, 31 days withholding money from the user is a crime. This money will be missed by me and I'll have to get through the month waiting for this joke.

A complaint will be filed with the GCB, PROCON and the courts against this platform that is acting totally against local laws.

Solicitei um saque de R$2.205 e após aguardar por bastante tempo entrei em contato com o suporte no chat. Fui informado que minha conta estava passando por verificação e que seria necessário aguardar por até 31 DIAS, não sendo solicitado envio de nenhuma documentação nem nada, apenas para aguardar.

Essas plataformas agem dessa forma totalmente criminosa e no final nada acontece contra eles, 31 dias retendo dinheiro do usuário é um crime. Esse dinheiro fará falta para mim e eu terei que me virar para passar o mês aguardando essa palhaçada.

Será feito denúncia junto ao GCB, PROCON e via judicial contra essa plataforma que está agindo totalmente contra as leis locais.

Dear ricartemt,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ricartemt,

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.

I haven't received anything and again I've been screwed by these platforms thinking that due to the high score they would be decent.

The deadline they asked me to wait is a RIDICULOUS 31 DAYS, I will have more than R$2000 withheld for 1 month, money that will be missed in the month, by a platform that has no consideration for its users.

Detail: In the message they say 31 days and a confidential procedure where we will not have any details about the decision. They can simply claim whatever they want and not make the payment.

It's ridiculous.

Não recebi nada e novamente me lasquei com essas plataformas achando que devido a nota alta seriam decentes.

O prazo que solicitaram para aguardar é de RIDÍCULOS 31 DIAS, ficarei com mais de R$2000 retido por 1 mês, dinheiro que fará falta no mês, por uma plataforma que não tem nenhuma consideração aos seus usuários.

Detalhe: Na mensagem informam 31 dias e procedimento sigiloso onde não teremos nenhum detalhe sobre a decisão. Simplesmente podem alegar o que quiserem e não realizarem o pagamento.

É ridículo isso.

Thank you ricartemt for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ricartemt,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Sol Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which ricartemt can expect his withdrawal to be processed?

Hello, dear player and Casino Guru representatives! Player's account is subject to additional verification due to paragraph 10.4, that is:

The SOL Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.

Best regards,

Sol Casino!

31 days with money withheld and confidential method.

Is that giving your players security? Holding a user's money for a month and then being free to refuse payment and only inform them that the method is confidential.

Looking for signs of unfair play? The only disloyalty that comes to mind would be if the person had confidential information about the matches or acted in collusion with players, and this is certainly not my case.

In view of this, this casino's credibility/safety rating should be negative here at Casino Guru.

31 dias com dinheiro retido e método confidencial.

Isso é passar segurança aos seus jogadores? Reter dinheiro de usuário por 1 mês e no final ter a liberdade de recusar o pagamento e só informar que o método é confidencial.

Busca de sinais de jogo desleal? A única deslealdade que me vem na cabeça seria no caso da pessoa ter informações confidenciais das partidas ou agir em conluio com jogadores, e esse seguramente não é o meu caso.

Diante disso a nota de credibilidade/segurança desse cassino era pra estar negativa aqui no Casino Guru.

Along with the complaint here, I have already filed a complaint with the Civil Police, which has been instructed to forward the complaint to the Federal Police, since it is a platform that does not have the licenses to operate in BRAZIL according to SIGAP. The complaint has already been filed there and will be taken to court during the week.

31 days of withholding money with the lame excuse of verification is not right anywhere.

Concomitante com a denúncia por aqui eu já realizei denúncia junto à Polícia Civil, que foi orientado a encaminhar a denúncia à Polícia Federal tendo em vista se tratar de uma plataforma que não está com as licenças para funcionar no BRASIL segundo o SIGAP. Já foi feito denúncia por lá também e durante a semana será dado entrada junto à justiça.

31 dias retendo dinheiro com desculpa esfarrapada de verificação não é certo em lugar nenhum.

Dear ricartemt,

I fully understand your frustration with the timeframe, which definitely seems to be too long. However, such further reviews are customary in many casinos and we can assure you, that we always demand evidence in case of any unfair play accusations.

Dear Casino representative,

thank you for the update. Please keep us updated on any developments in the verification procedure.

Withdrawal requested on 29/03 and so far no news.

Almost 30 days waiting for verification. It's a disgrace what these casinos do.

Saque solicitado dia 29/03 e até o momento sem nenhuma novidade.

Quase 30 dias aguardando uma verificação. É uma vergonha o que esses cassinos fazem.

Hello, dear player and Casino Guru representatives! Your account is still undergoing additional verification. Our team is working to complete the process as quickly as possible. We’ll notify you as soon as there’s an update.

Best regards,

Sol Casino!

As soon as possible?

27 days waiting.

You're a disgrace.

O mais rápido possível??

27 dias aguardando.

Voces são uma vergonha.

Dear parties,

as the long wait of 30 days has passed, please update us on the current state of the matter. Has the verification process been completed?

Hello, dear player and Casino Guru representatives!  The withdrawal has been approved on our side on April 28.

Best regards,

Sol Casino!

Dear Sol Casino representative,

thank you for letting us know.

Dear ricartemt,

have you received the payout?

Dear ricartemt,

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,
Martin
Casino.Guru