The player from Germany had deposited 100 Euros using Skrill, but the amount hadn't been credited to his casino account despite being deducted. Sol-Casino had suggested contacting the bank as they couldn't see the transaction. We had advised the player to contact his payment provider and refrain from making more deposits until the issue was resolved. We had kept the complaint open for a month for updates. The player later confirmed that Sol-Casino had credited the amount to his account. We had marked the complaint as 'resolved' in our system.
Sol Casino - Player's deposit not credited to account.
Amount: €100
Sol Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hello,
I made a deposit of 100 euros with my Skrill card.
The amount was not credited to me but was still debited.
I received an answer from Sol Casino that the transaction was not visible and that I should contact my bank.
Kind regards
Thomas ***
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear thomasschappeler,
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
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5 months ago
Translation
Hello Tomas,
Also thank you very much for the quick processing.
If there is anything new in the case, I will of course tell you
communicate.
Thank you again, until then.
Greetings
Automatic translation:
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5 months ago
Translation
Hello Tomas,
I received an email from Skrill today,
Thank you for editing.
Greetings
Automatic translation:
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5 months ago
Have you received any visual confirmation from the casino, when the transaction was initiated in the cashier?
Is the transaction recorded in the transaction history in your casino account?
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5 months ago
Translation
Hello,
I cut the deposit out of the history today.
Greetings
Automatic translation:
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4 months ago
Thanks for your message.
I fully understand your frustration, thomasschappeler. As I mentioned earlier, it may take some time for the funds to be located and refunded to your Skrill account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 17 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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4 months ago
Translation
SOL credited the amount today.
Thank you for everything
TTulip
Automatic translation:
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4 months ago
Dear thomasschappeler,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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