Sol Casino - Player's account has not been closed as requested.

After a previous self-exclusion, I wrote an e-mail to the support and asked explicitly to have my account permanently closed. I asked twice and even threatened to contact the regulator if my account is not closed. However, unfortunately, account closure was not possible so I requested an account restriction for 2 years and didn't hear back from the support afterwards, but my account was restricted and I thought that would at least be for the requested duration. Now I could deposit again (and all limits were removed) although the two years haven't been over. As I asked several times for account closure and a self-restriction, this is a massive violation of responsible gaming in my opinion.

Dear jimmyclark33,

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. 

• Have you informed the casino about having any gambling problems or trouble controlling your gambling or addiction in the past?
• Do I understand correctly your account was closed and reopened multiple times?
• Have you asked the casino for a refund already? With what result?
• Is your casino account currently accessible to you?
• Could you please share with me your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I had imposed a self-restriction once in the past. After the time elapse of that restriction and losing some more money, I wanted to have my account closed permanently and forwarded the information previously gotten about the time-elapse of the self-restriction to the mail support and requested a permanent account closure, but I didn't mention a reason in it. After some mails back and forth, I was informed that I have the option of self-restriction or self-exclusion and I answered that I want the self-restriction (no deposits, no bets) for 2 years.

Unfortunately, nothing happened at first and I could still deposit money, so I requested again a self-exclusion via the homepage. However, that was only possible for a limited time period and I assumed that the longer period would apply once my mail request was processed.

I had some mail conversation with the casino and now it was possible to have the account closed permanently via live chat after I complained about their responsible gaming behaviour. According to the Casino's response, the longer restriction was not put into place because I would have needed to confirm the 2 years again, although the casino basically admitted that they didn't reply to my mail request and therefore I could have no knowledge that some further confirmation was necessary. My request for a partial refund was denied.

I just sent the recent commuication separately via e-mail.

Thank you

jimmyclark33