Sol Casino - Player's deposit is not credited.

Once again, I made an "instant" deposit via PIX, as advertised on the site, and the credit did not appear in my account.

They should remove this from the site!!!

Dear Ricobonito,

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 that takes approximately one month. In these cases, the 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.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

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.

it's not my first deposit, i've made several and i've had this problem.

I deposited on the casino website so I'm not responsible for the payment processor.

I sent the email with the receipt

Hi Ricobonito,

I truly understand your frustration, and I want to assure you that I am here to support you through this. As I mentioned before, the process of investigating and refunding your funds can take some time, and I completely empathize with how this situation is weighing on you.

In light of this, I recommend waiting an additional 26 days to allow the casino ample time to thoroughly investigate and resolve the issue. This extended timeline will give them the opportunity to process everything. If there’s no progress by then, I will step in to ensure we move forward.

I truly appreciate your patience and understanding during this time, and I remain hopeful that we will have positive news regarding your funds soon.

Thank you again for your understanding.

It's absurd that I have to wait 26 days after an instant deposit. I've already shown you and the casino the receipt for the

money that has already left my account. They chose the financial partner, I sent a message asking for the phone number of the payment processing company in Brazil so I could get in touch and they said they couldn't give it to me.

Giving the casino 30 days to respond is a long time. It's 500 dollars .

thank you

Hi Ricobonito,

I completely empathize with your frustration. As I mentioned earlier, the process of locating and refunding your funds to your bank account, or crediting them to your casino account, can take some time. Unfortunately, at this stage, we are powerless in assisting further, as we must allow the casino enough time to investigate and resolve the issue.

To give the casino adequate opportunity to do so, I will extend the timeline by an additional 20 days, bringing it to a full month. This is a standard procedure in such cases. If no progress is made by then, we will step in to intervene on your behalf.

Let’s remain optimistic and hope for positive news regarding your deposited funds.

Thank you for your continued patience and understanding.