Sol Casino - Player’s requesting a full deposit refund.

Hi

i opened an account with this casino few months ago. I was deposited and played for a while then I was closed my account via chat because of gambling addiction. But I didn’t have a proof of informed my addiction. On the other side I told my addiction to their same license casino Jetcasino and closed my account. I told my addiction they were telling me if you close your account you won’t get cash back bonuses etc. I have a proof for this. I need your help to get my deposits refunds of my money from the casino.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://sol.casino/en/risk-warning-notice:

"Self-exclusion

If you believe that playing at the online casino has stopped being a form of entertainment and adversely affects your life, contact the support service and request a temporary or permanent restriction of your account."

https://sol.casino/en/terms

"You are entitled to close your account (and delete your user name and password) at any time by contacting us by email: support@sol.casino."

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Hi

i have requested sol casino to close my account permanently because of gambling addiction via chat. They were closed my account for a while then I requested again to reopen my account, they said have to wait one month cooling off period to reopen my account. They did reopen after one month then I lost again 1460 euros. My account shouldn’t be reopened on any circumstances if ask them to close permanently. But I didn’t have a screenshot of closure via chat,they didn’t have a option to get chat transcripts as well. I have a closure mail evidence of their sister sites jetcasino. I will forward that mail to you.

As I mentioned earlier, if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please request the live chat transcript from when you requested the permanent self-exclusion from the Sol Casino? Thank you very much in advance.

Thank you very much, Anto1318, for forwarding the live chat transcript. I can see that the reason why you have requested a permanent account closure was "Not lucky any more" "Game malfunctioning" "Enough with gambling".

Please understand that you haven't mentioned the Gambling problem and the casino closed your account and later you requested a reopening which was granted after the cooling-off period.

I'm afraid there's not much we can do for you in this matter.

Hi

i was closed my account with their sister site fresh casino for didn’t like their terms. I have requested to reopen my account they said they can’t reopen. Their support says they will reopen my account after one year of cooling off period from the requested date because of I was asking them for account closure forever. But they are running same license and same terms and conditions how could they reopen my account in sol casino in one month cooling off period Solcasino for one year? It has to be one year cooling off period they can’t just simply say different terms for same license casinos. I will send the chat history fresh casino their sister sites.

Hi

please look at their terms and conditions regarding self exclusion.

Hi

please read the chat transactions from sol casino

As I mentioned earlier if you haven't mentioned the Gambling problem when requesting closure of your account and it was reopened later, after the cooling period, there is not much we can do for you.

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Hi

there is different cooling off period for the same license casinos, never says anywhere in their terms and conditions about cooling off period for one month. Even I clearly said in that transcript if I loose money I will lodge the complaint, please read the first transcript again. Because I told them to close my account permanent they said you will miss the bonus.

Dear Anto1318,

I have read and understood the issue, unfortunately, there is nothing we can do for you. I believe the casino explained thoroughly the issue and followed the rules during your account closure and reactivation. Please understand that each casino has its own rules even if it is somehow connected to one platform with a different casino which acted differently.

Do I understand correctly that after mentioning a gambling problem your account has been blocked again? 

Hi

my account has been blocked again for a second time mention about gambling problem, but first time I mention to them close my account permanently they told me about cash back offers and bonuses. Then I replied in the chat if I loose money again I will make a complaint. They are aware of that. If someone close the account permanently could be any reason maybe gambling addiction or depressed or anything else, casino have to provide 6 month cooling off period not one month? Their terms and conditions doesn’t say anywhere cooling off period of one month to reopen the account. Please have a look at their terms, when I asked them about this they replied they are dictated by internal rules not in terms and conditions?

Antony

Please let me explain the difference between closing an account and self-exclusion due to a gambling problem:

Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude themselves due to a gambling problem, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem). Since you haven't mentioned your gambling problem while requesting the account closure the first time, the casino didn't break any rule.

I'm afraid you are not entitled to any refund. I’m afraid, without stating clearly that you wish to self-exclude due to a gambling problem, it would be considered as regular account closure.

For future references, I would recommend sending an email to casino including all the relevant information. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be excluded and clearly state the reason why (gambling problem).

Additionally, the email subject should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked as "Self-exclusion - gambling problem" you stand a better chance to have your request granted as soon as possible. 

Once again, I'm sorry we couldn't help you with this specific case but please, do not hesitate to contact us in the future if you run into any problems with any other online casino. We are here to help. Unfortunately, I'm forced to reject this case now as unjustified. Thank you very much for your understanding.