Sol Casino - Player is inquiring about the verification process in the casino.

A minha conta está 100% verificada e quando fiz a minha primeira solicitação de saque eles travaram meu saque e pediram 31 dias corridos para fazer verificações adicionais. Eu então cancelei o saque para continuar jogando com o valor mas achei bem inconveniente. Eu apenas gostaria de saber se alguém que ja passou por essa situação no fim das contas recebeu o valor da retirada. Você teem algum relato disso?

Dear Alefriito,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I've checked the casino terms and conditions and I found this: https://sol.casino/en/terms

If the withdrawn amount exceeds 6 250 BRL, the Company has the right to carry out additional verification of the gaming transactions for a period of no more than 48 hours.

 The Casino cannot guarantee the fulfilment of card payments in all cases, since card-issuing banks can block or reject transactions at their own discretion.

 All current jackpot winnings are paid out in full as one payment provided that all conditions are met.

 If the total amount of deposits is more than 10 000 BRL, we have a right to verify your identity.

 If the total amount of deposits is more than 50 000 BRL we have a right to request a source of funds confirmation.

 The Company reserves the right to require primary and secondary account verification at any time and to use additional tools and procedures for verification, if necessary. In order to verify your user account, the administration has the right to ask you to provide an ID document (including, but not limited to, a copy of your passport/ID card/any payment card used, recent public utility charge statement in your name or any other document confirming your identity). In addition, the Company reserves the right to ask you to confirm your identity via a video call or by sending your documents by mail. If these requirements are not fulfilled, the Company has the right to temporarily deactivate your user account until the requirements are fulfilled and/or close the account. If the information you provided is found to be inaccurate, the Company reserves the right to block your account and cancel withdrawals.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I encourage you to complete the account verification, including additional verification if necessary when that is requested from you. Please let me know if you require any additional assistance.

Best regards,

Tomas

Após receber a resposta do atendente do Cassino de que o meu saque ficaria sob verificação por até 31 dias eu cancelei todos os saques pendentes e Solicitei um novo saque após a solicitação de novo saque o valor foi compensado em minha conta em apenas 20 minutos as atendentes do Cassino foram super atenciosos e resolveram o meu problema. Montante em disputa: 6000,00

Thanks for the clarification, Alefriito.

Do I understand correctly that your withdrawal of 6000 was successfully processed? May we consider the issue solved? Please let me know. Much appreciated!

Sim. O problema foi resolvido , retirei com sucesso 5.894,00 R$

Dear Alefriito,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru