The player from Germany is experiencing difficulties cashing out from the casino. The player confirmed the issue was resolved.
Sol Casino - Player is struggling with a withdrawal of his funds
Amount: €1,200
Sol Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I am a new customer, I have already made several deposits with astropay and Klarna immediately. I am also fully verified. Payout up to now once €200 and went through without any problems. Yesterday I made a withdrawal request of €1200 and support said it would take a maximum of 2 hours to process it. Then I wrote to them again and I was told that it normally takes less time but a maximum of 48 hours and I wrote to them again and this time up to 31 days of the calendar month. I also researched on the internet and my case is exactly like the case here: https://casinoguru-de.com/sol-casino-der-spieler-kampft-mit-einer-ausnahme
I would like to have my money faster and not have to wait 31 days for a payout
Automatic translation:
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1 year ago
Dear Donhoang99,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 year ago
Translation
fortunately the case was resolved i the verification was successful and i have already received the money. Thanks
Automatic translation:
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1 year ago
Dear Donhoang99,
Do I understand correctly the casino paid you already the full amount you wished to withdraw? (12,000€)
Please let me know if we may consider your issue resolved regarding the entire disputed value.
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1 year ago
Dear Donhoang99,
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.
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1 year ago
Dear Donhoang99,
I changed the disputed value to '1200€' down from '12000€'
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
