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Good afternoon.

I won 600 euros at Sol Casino, and they tell me this

We would like to inform you that, in accordance with our internal Responsible Gaming and Anti-Money Laundering policies, it is necessary that the deposited funds be used in gaming activity before a withdrawal request can be processed.

These policies are part of our security and compliance procedures and apply to all accounts without exception. Therefore, withdrawals are not possible from deposits that have not been used or transacted on the platform.

We invite you to use part of your deposit on any of our available games. Once you've met this requirement, you can request a withdrawal.

We remain at your disposal for any further questions or clarifications.

Warm regards,

Sofia

I want to emphasize that I have been playing more than 600 euros in sloy blackjack etc.

So I don't understand why they're telling me this and I can't make my withdrawal.

Buenas tardes.

Gane 600 euros en sol casino,y me dicen esto

Queremos informarte que, de acuerdo con nuestras políticas internas de Juego Responsable y Prevención de Blanqueo de Capitales, es necesario que los fondos depositados sean utilizados en actividad de juego antes de poder procesar una solicitud de retirada.

Estas políticas forman parte de nuestros procedimientos de seguridad y cumplimiento normativo, y aplican a todas las cuentas sin excepción. Por ello, no es posible realizar retiros de depósitos que no hayan tenido ningún tipo de movimiento o uso dentro de la plataforma.

Te invitamos a utilizar una parte de tu depósito en cualquiera de nuestros juegos disponibles. Una vez cumplido este requisito, podrás solicitar la retirada correspondiente.

Quedamos a tu disposición para cualquier duda o aclaración adicional.

Un cordial saludo,

Sofía

Quiero recalcar que yo he estado jugando mas de 600 euros en sloy black jack etc.

Entonces no entiendo que me digan esto y no pueda hacer mi retiro

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 Thais191819,

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

Yes, my account is verified and everything is perfect.

But if I've already played more than 600 euros at that casino, I don't understand why they want me to play more in order to make my withdrawal.

It's something I don't understand.

Si,mi cuenta esta verificada y todo esta perfecto.

Pero si yo he jugado mas de 600 euros en ese casino no entiendo que quieran que juegue mas para poder hacer mi retiro.

Es algo que no comprendo

Dear Thais191819,

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 Thais191819,

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