Sol Casino - Player's requesting a refund.

Hello, I registered to this casino as I saw that Relax gaming games were available on their website. I also checked in their Terms and Conditions about restricted games in certain areas and there was nothing mentioned about Relax gaming games being restricted in Lithuania.

I deposited 250 EUR and was not able to open Relax gaming games.

I requested for refund due to the fact that I could not play games that I wanted and that I have registered for, but they denied it. There is a clear violation of terms and conditions as the restriction is not mentioned anywhere in terms and conditions. They blame it on the provider, which is incorrect as I am able to play this provider's game in other casinos.

I provided some screenshots of terms and conditions and the communication. I reached the limit, so I can send more if needed.

Dear Inrel19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sol Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please confirm your current balance in the casino?

Do I understand correctly that after registering an account, depositing, and attempting to play games from one game provider only, you requested a refund of your last deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

answers to your questions:

• current balance is 0,11 as I was trying to wager deposited amount due to their anti money laundering rules, to be able to withdraw.
• yes, as I only registered for that reason (to play slots from Relax gaming). I saw that games are on the site and no restrictions were mentioned in their terms and conditions. So I proceeded with registration and deposit.

Dear Inrel19,

I am sorry, but if you played and lost your funds our hands are tied.

Please note casinos will be able to provide refunds only before you start playing and only in certain circumstances. If you already risked your funds we don't think you are eligible for a refund.

Please let me know if I overlooked any information, otherwise, we'll reject your complaint as unjustified.

Okay, I do understand where this is coming from. But please explain me this, why can this casino false advertise on their game selection and lie in their Terms and conditions? There was not a single mention of these games being restricted in my area and the only answer they give is that ‘this provider does not allow to play their games in your area’, which is false, I can play their games on many different casino websites.

Dear Inrel19,

I am sorry but we don't consider such practice unfair toward players.

Also, the availability of games might depend on the licensing restrictions of the game provider.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.