Sol Casino - Player's account erroneously placed on self-exclusion.

The Sun Casino activated my self-exclusion for 6 months. When I queried the chat about why the self-exclusion was initiated, they asserted that I had requested it. However, I never made a request for self-exclusion. I asked them to rectify the situation, but they replied that they couldn't alter it because it was already in their system. Interestingly, this occurred shortly after I won a 601 Brazilian Real bonus with stipulations. I tried to make a deposit to attempt to fulfill these stipulations, yet, my account is inexplicably blocked.

Dear Gildemberg,

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

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

• Do I understand correctly you haven't previously made any deposit in the casino?
• Do I understand correctly your winnings come from a no-deposit bonus?
• Could you please specify when have you registered an account in the casino?

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

I have been a casino customer for over 2 years, I have made several deposits and also withdrawals, the bonus I got through the casino's social network, the first 60 people who activated the code got 25 free spins, it was a no deposit bonus and they said that it was free, but soon after the free spins ended, I could no longer deposit, nor was the bonus available to meet the requirements.

In this case, the bonus was available to meet requirements only with real money, but as I was prevented from depositing, it was a useless bonus.

Thank you very much, Gildemberg, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Gildemberg for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sol Casino for their help in resolving this complaint. We would like to know why was the player self-excluded if they did not request it and what can we do to help resolve this issue.

Thank you!

Hello, dear player and representatives of the site! We have checked the information on the player's profile and would like to apologize for mistakenly setting self-exclusion. At the moment it has been canceled and a message was sent to the player's e-mail notifying him about it and offering a bonus as an apology.

Best regards,

Sol Casino!

Thank you very much for the update Sol Casino representative.

Dear Gildemberg, let us know if this resolves your issue or if you require any further assistance. Thank you!

Thank you peter, the problem has been resolved, thank you sol casino for resolving it!

Dear Gildemberg,

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,

Peter