The player from Germany had made a deposit and won with the bonus, but experienced issues with withdrawal as the casino had locked his account. Even after he complied with the requested video call and repeated selfie requests, the casino continually delayed the payment stating it was under review. After the player's complaint, we had asked the casino for clarification, and they informed us that the player's payout verification had been completed and he needed to make a new withdrawal request. The player later confirmed that he had received his winnings, which led us to mark the complaint as resolved.
Sol Casino - Player's winnings are delayed due to an ongoing review.
Amount: €2,743
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
4 months ago
Translation
I made a deposit (€155) on 20.3.24 and had a win in the bonus.
However, when I tried to cash out, my account was locked.
I was then asked to make a video call, which I did.
Now the casino is giving me the runaround, constantly requesting new selfies from me in live chat and refusing to pay me my money.
They say it's still under review.
I don't understand what still needs to be reviewed since I've already made the video call.
Automatic translation:
Public
Public
4 months ago
Dear arnebottcher38,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify which of your identity documents have been approved in the verification process, and which ones the casino has not approved yet?
Could you kindly send me the link or the screenshot of the bonus you took?
When was the last time you sent a photo for verification to the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I sent the last photo on April 29th. It was again a selfie of me with my ID card.
I sent my ID card for verification which was accepted.
But I have already been successfully verified.
When I made the withdrawal, they closed my account and asked me to make a video call, which I did.
Automatic translation:
Public
Public
4 months ago
Thank you very much, arnebottcher38, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 months ago
Hello there,
Thank you arnebottcher38 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Sol Casino for their help in resolving this complaint. We would like to know why was the player's account locked and what can we do to help the player receive their winnings.
Thank you!
Public
Public
3 months ago
Hello, dear player and Casino Guru representatives! Additional verification of the player's payout has been completed and now he needs to make a new withdrawal request.
Best regards,
Sol Casino!
Public
Public
3 months ago
Thank you very much for the update Sol Casino representative!
Dear arnebottcher38, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you!
Public
Public
3 months ago
Translation
The money is finally there. But it cannot be the case that you have to make a complaint before the money arrives.
Automatic translation:
Public
Public
3 months ago
Thank you for the update arnebottcher38, can you please confirm your withdrawal has been successful? Thank you in advance!
Public
Public
3 months ago
Dear arnebottcher38,
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.
Public
Public
3 months ago
Dear arnebottcher38,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
