The player from Russia had deposited 49,000 Rubles into his Sol Casino account via Tinkoff Bank, but the funds had not been credited to his gaming account. He had sought assistance from us after receiving an unsatisfactory response from the casino's customer support. We had advised the player to contact his payment provider, Tinkoff Bank, for investigation and to refrain from making further deposits until the issue was resolved. The player had also been advised to provide the casino with payment confirmation. However, due to a lack of response from the player, we were unable to investigate further and the complaint was subsequently rejected.
Sol Casino - Player's deposit hasn't been credited into the gaming account.
Amount: 49,000 руб
Sol Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Last night, I deposited 49,000 Russian Rubles into my Sol Casino account. Unfortunately, while the funds were properly deducted from my Tinkoff bank account and the transaction was successful, the money was never credited to my gaming account!
I reached out to customer support and spoke with the VIP manager Maria, who informed me that they would need to check with the payment system as it is run by an external company...
This situation is incredibly frustrating and leaves a bad taste in my mouth. It's as if after depositing the funds into Sol Casino, they just "disappeared"... It feels like a petty scam, which is unbelievable!
I'm not sure how to solve this, and I would therefore appreciate your intervention.
Automatic translation:
Public
Public
10 months ago
Dear giovarossi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
10 months ago
Translation
Good morning Nick, thanks for your response.
Unfortunately Tinkoff said that the money from my account was transferred regularly to the casino's receptacle and they cannot block the transaction.
The Bank suggested that I appoint a lawyer and file a complaint with both the police and the prosecutor's office, as pursuant to art. 1102 of the Russian Civil Code the recipient is obliged to return the funds for unjust enrichment. If they do not return anything, the criminal offense of debt appropriation for the purpose of fraud is triggered.
Now I'm also writing about the mess and I warn you that if they don't give me back my funds I will go and report everything to my lawyer.
Greetings
Automatic translation:
Public
Public
10 months ago
Dear giovarossi,
Please be sure to forward the payment confirmation to the casino as soon as possible and keep in mind that such lost deposit may take up to a month to credit to the player's account. As your deposit was not even a week ago, I would definitely recommend to wait.
