Sol Casino - Player's requesting their account to be blocked.

I have asked several times to close my account due to my game problem, the casino does not close my account and does not even respond to the message!

Dear Passion222,

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

I checked the casino's responsible gambling policy section and found this: 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."

Do I understand correctly that your account is currently not blocked? When did you request your account to be blocked and for how long? Did you mention your gambling problems to casino support? How did the casino respond?

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

Dear Passion222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have asked several times by email to close my account, I have not received an answer.

I have sent this email for them: Dear recipent, I’m kindly asking you to block my casino account or money transfers for gambling purposes for the following period: permanent. Kindly block the account access or money transfers immediately. In case I’m not registered to your services, I kindly ask you to make sure account creation will be blocked for the time period above.

Kindly apply this request also with any of your sister or future services.

Here you can find my personal details:

Dear Passion222,

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support-en@sol.casino (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear Passion222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.