Solcasino.io - Pelaajan kotiutus viivästyy tilin tarkistuksen vuoksi.

Hello .

I am asking for your assistance with Solcasino.io.

I played there for some time and previously received withdrawals successfully. Over several days, I won approximately $380,000 playing only live games (blackjack and roulette) and Dice. I received two withdrawals of $10,000 each, in line with the casino’s limits.

After that, the casino requested KYC, which I completed successfully. My VIP host initially confirmed that there was no issue and that my withdrawal would be processed as soon as possible. However, the account was then placed under an additional review for 20–30 business days.

I would appreciate your help in clarifying the reason and legal basis for this lengthy review, as well as ensuring that my pending withdrawal and balance remain protected and are processed fairly.

Thank you.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you are currently able to access your account?
• What specific documents have you submitted as part of the KYC process?
• Did you receive any communication from the casino regarding the reason for the additional review?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Please find my answers below:

1. Account access

Yes, I can still log into my account. However, I only see a message requiring me to complete the KYC verification, so I cannot use the account normally.

1. Documents submitted

I successfully completed the KYC verification through Sumsub and submitted my ID, email address, phone number, and proof of address.

1. Reason for the additional review

The casino has never explained why this additional review is required.

I would also like to mention that the casino had already reviewed my account several times while manually processing my large withdrawal requests, including when my balance was around USD 200,000 and even a few weeks earlier. Each time, my withdrawals were approved and paid successfully.

However, after my balance increased to approximately USD 350,000, the casino stopped processing my withdrawals and requested another verification through Sumsub. Although I completed it successfully, my withdrawal requests remain pending. The support team informed me that the review of the additional documents may take 20–30 business days, but I have not found any such timeframe in the casino’s Terms and Conditions, nor have I been given any explanation for this delay.

Most of my gameplay was in the live casino.

Thank you for your assistance, and please let me know if you need any further information.

Shortly before the additional review was initiated, my VIP host assured me for 2–3 days that everything was in order, that the longer processing time was normal for large withdrawals, and several of my withdrawal requests were indeed processed successfully. However, the last withdrawal was never processed because my account was suddenly placed under additional review, despite previously being told that there were no issues and that the payment would be processed shortly.

One more update …

Dear Player,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5 cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Solcasino.io to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Solcasino.io. I wish I could be of more help.

The casino can reopen this complaint anytime.