The player from Brazil made a deposit via instant transfer, but the funds were not credited due to a pending issue with the payment system. Despite providing proof of payment and bank statements, the casino did not give a resolution date for 3 days. Eventually, the deposit was credited to the player's account. We marked the complaint as resolved.
Sol Casino - Player’s deposit is delayed.
Amount: 2,500 R$
Sol Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Sol Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I made a deposit via instant transfer, and the casino keeps responding that the "payment system" has not yet returned with a solution.
I sent a proof of payment and bank statement (even though it is protected by the data security law). I sent the documents proving that the money left my account for a partner listed on the site, and I still have no date for a resolution. It's been 3 days and they can't even give me a response date.
All this, despite having a "diamond" status.
Automatic translation:
Public
Public
5 months ago
Dear Ricobonito,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Public
Public
5 months ago
Translation
I think I wasn't clear.
I made the instant bank transfer to the provider that the website indicated. I have no contact details for the payment provider. It's a third party chosen by the casino who apparently isn't responding. The casino is responsible for its service providers. I've had this problem in other casinos and as soon as I sent the instant deposit receipt they credited my money and resolved the problem with the provider (outsourced). It's a big mistake to transfer a problem to the customer that I can't solve.
Automatic translation:
Public
Public
5 months ago
Translation
Payment was made to a link generated on the SOL casino website.
Anyway, I will not make any payments today or ever again at this casino, despite having received "diamond" status.
I'm going to start loyalty at another casino.
Automatic translation:
Public
Public
5 months ago
Translation
the credit was made today and the casino didn't even notify me, I just consulted the website and checked. This shows the lack of attention to their "diamond" customers
Automatic translation:
Public
Public
5 months ago
Dear Ricobonito,
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
