Solcasino - Pelaajan kotiutus viivästyy ja varat estetään.

A few weeks ago, I participated in a promotion at Solcasino and received a balance of 50 euros. To withdraw the funds, the platform required verification of my payment method, a process that took two weeks to complete.

Once the verification was complete, when I tried to withdraw my winnings, the system issued the following blocking message: "Additional verification required. To withdraw with this payment credential, first provide a method-specific credential by making a deposit using the same deposit method."

Strictly following the instructions in the message, I made an initial deposit of €10. When the error persisted, I made a second deposit of another €10 (both deposited instantly and reflected in my balance via BBVA, totaling an additional €20). Despite having met the platform's requirements, the system continues to display the exact same block and prevents me from withdrawing my funds.

I have tried contacting customer service through their live chat and email repeatedly, but I have received no response or solution. They are unfairly holding and withholding funds despite providing proof of payment and complying with their policies.

I request the mediation of this platform so that Solcasino unlocks my account and proceeds with the immediate payment of all my funds.

Hace unas semanas participé en una promoción en Solcasino con la que obtuve un saldo de 50 euros. Para poder realizar la retirada de los fondos, la plataforma me exigió la verificación de mi método de pago, un proceso que se demoró durante dos semanas hasta ser aprobado finalmente.

Una vez superada la verificación, al intentar retirar mis ganancias, el sistema emitió el siguiente mensaje de bloqueo: "Verificación adicional necesaria. Para retirar con esta credencial de pago, proporciona primero una credencial específica del método realizando un ingreso con el mismo método de depósito".

Siguiendo estrictamente las instrucciones del mensaje, realicé un primer depósito de 10 euros. Al persistir el error, realicé un segundo depósito de otros 10 euros (ambos ingresados de forma instantánea y reflejados en mi saldo mediante BBVA, sumando un total de 20 euros adicionales). A pesar de haber cumplido con el requisito exigido por la plataforma, el sistema sigue mostrando exactamente el mismo bloqueo y me impide retirar mis fondos.

He intentado ponerme en contacto con el servicio de atención al cliente a través de su chat en vivo y correo electrónico en repetidas ocasiones, pero no he recibido ninguna respuesta ni solución por su parte. Solaneo y retengo fondos de forma injustificada a pesar de haber aportado las pruebas de pago y cumplido con sus políticas.

Solicito la mediación de esta plataforma para que Solcasino desbloquee mi cuenta y proceda al pago inmediato de la totalidad de mis fondos.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Solcasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Did you achieve your winnings with the welcome no-deposit bonus
• Could you please share with me your communication with the casino you refer to in your complaint post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear juan.alvrzz,

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,
Tomas
Casino.Guru