The player from Germany had deposited money to the casino account but two transactions totalling 240 Euros were still marked as 'being processed'. As a result, the player's account had not been credited nor the money returned. The player confirmed that he had made successful payments before and the bank couldn't assist with the issue. We had requested the player to forward all relevant communication between him and the casino for further investigation. However, the player failed to respond to our messages, leading us to reject the complaint due to the lack of further information.
Sol Casino - Player’s deposits not credited to the account.
Amount: €240
Sol Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
I have made several deposits and unfortunately, 2 were marked as being processed. One for 100 Euros and another for 140. From the 30th of September until now, I have not received any credit or gotten my money back.
Automatic translation:
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1 year ago
Dear mirenaadem,
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?
- Have you contacted the payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Yes, I have made successful payments several times. 
Here are a few payments canceled. But this was because I confirmed it too late with my credit card.
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1 year ago
Thank you for your reply, mirenaadem. Have you already contacted the bank so that they can start the investigation of lost funds?
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1 year ago
Translation
Unfortunately my bank cannot support me with this. I consciously confirmed the payments and was told and had to confirm each payment individually. This means I can only hope to receive the money from SOL.CASINO.
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1 year ago
Do I understand correctly that you didn't start an investigation of lost funds with your bank? The vast majority of cases like this were simply resolved within days or weeks after players contacted the payment provider.
Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Unfortunately I can't take a screenshot of this, but I will ask my bank for a statement by email
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1 year ago
Alright, please forward it to me when you receive it together with the communication between you and the casino. Thank you very much.
