Sol Casino - Player is struggling with a withdrawal of his funds.

Hello, good morning everyone,

I had already made several withdrawals at SOL Casino until then, a great casino, but my last withdrawal has been two weeks and I have not received my money, my account is completely verified, including the self video that I was asked to do, I came here to post and ask for help!

Dear viniciusneves,

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.

Have you accumulated your winnings with or without an active bonus? Did the casino explain to you what is the reason for the delay?

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,

Tomas

No bonus, I already made several withdrawals, this last withdrawal I enter the chat and talk to an attendant they always say they will pay until the end of the day and they don't!

Thank you very much, viniciusneves, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Viniciusneves!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Nice to meet you, Viniciusneves! As far as I can see your withdrawal is on the additional check, we need to be sure that there're no fraudelent actions from your side. By point 3.34, SOL Sportsbook platform has the right to limit cash outs for up to 31 calendar days to check Client’s account for unfair gambling. The methods and results of the gambling activity verification are not subject to disclosure. So, please, be patient and wait, you'll get the funds after the check will be ended.

Best regards,

Sol Casino!

Sol Casino, thank you for the information!

Please, keep us updated about the process of the additional check.

I will set timer for 7 days for now.

Respectfully,

Pavel K

Casino Guru Team

Incredible for a casino of this size to do such a thing, looking forward to it, thank you casino guru!

Dear player! You'll get your funds soon, just be patient, we need to be sure that there're no any fraudulent actions from your side, so no worries, your funds will be credited after the ending of the check.

Best wishes,

Sol Casino!

Sol Casino, thank you for the assurance!

Please, let us know here as soon as the check will be finished.

Hello, Viniciusneves! Your check is still in progress, so it will be ended approximately next week and you'll get the funds. Thanks for waiting!

Best regards,

Sol Casino!

Thank you, Sol Casino!

I will be setting the timer for 7 days, and then I will ask you if the withdrawal is proceeded.

Hello, Pavel! The player will get the funds this week, we can't say the exact date, It's against our rules.

Best wishes,

Sol Casino!

Very well! I will wait for the withdrawal to be proceeded.

Viniciusneves, let us know as soon as you will get the funds!

I keep waiting, in the end I will do my analysis, thank you casino guru

I entered the SOL casino today because it has been more than 30 days and there was a promise of payment this week by the casino and to my surprise the withdrawal request was reversed, I made a new withdrawal request, I think the casino is being dishonest!

Even with the help of the GURU casino they are stalling, let's wait a little longer and see if the payment promise this week will be fulfilled!

after more than 30 days a lot of struggle CASINO SOL decided to pay me today! I don't recommend CASINO SOL to anyone, if it wasn't for the casino guru's help I'm sure I wouldn't have received it!

grade 0

Dear Viniciusneves,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team