An Austrian player had struggled with withdrawals at Sol Casino, despite having won over 10,000€ and having completed the required verification process. After several attempts and providing a bank statement, the withdrawal had been denied and the winnings confiscated without any communication from the casino. The player had claimed that the casino informed them that they were banned from a sister casino. Sol Casino's representative stated that the player's account was blocked at the player's request due to gambling addiction. The player alleged that the casino blocked their account only after they won. After investigating, it was discovered that the player had provided some incorrect information when requesting the exclusion, and the casino had also made mistakes when applying the exclusion, so the player's new account had not been detected. The casino maintained that all winnings were confiscated and deposits refunded due to the player's previous self-exclusion. Despite the mistakes made, as it was shown that the casino had implemented the exclusion, the case was closed with the player's deposits refunded.
Sol Casino - Player's winnings have been confiscated.
Amount: €830
Sol Casino
Safety Index:HighOther
REJECTED
Case summary
Hello, I won over 10,000€ at SOL Casino without using a bonus. After that, I uploaded all the required documents which were instantly approved. After several unsuccessful withdrawal attempts, I was informed that I needed to upload my bank statement in order to be able to withdraw the money. I did this, but the withdrawals were still denied. I was told via live chat to wait and that I would receive an email explaining why the withdrawals were continually aborted. Today, when I checked my account, all the winnings had been confiscated. Until now, I have not received any communication from the casino via email. I played normally slots, as I have said, without any bonus or the like, only with real money. Thanks for your help!
Dear Timon3270,
Thank you very much for submitting your complaint. I'm sorry to hear about the challenges you've encountered with your winnings at Sol Casino.
To better understand the situation and assist you effectively, could you please provide additional details? Specifically, we would like to know:
- Did you receive any specific reasons or explanations from Sol Casino regarding the unsuccessful withdrawal attempts and the confiscation of your winnings?
- Could you share any communication you've had with SOL Casino's support team, particularly regarding the request to upload your bank statement and the subsequent denial of withdrawals?
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation, please feel free to forward it to petronela.k@casino.guru for our review.
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,
Petronela
Hello, thank you for the quick help. In the meantime I had to laboriously ask in the live chat why the prize was canceled. I was told that I once got banned at a sister casino. I'm sending all the screenshots I have. The SOL account has now been blocked but the deposits (€830) have been posted to it again.
I see this as an absolute disgrace towards the casino, you can deposit money to play, but probably not be able to withdraw it indefinitely.
Hi Timon3270,
- Could you kindly provide information on when you registered your account?
- Which types of games have you been playing (live casino games, slots, or sports betting)?
- Can you recall any reasons why your account at the sister casino was previously blocked?
Thank you in advance for your reply.
Hello, I've had the account at SOL Casino for a while, but I can't remember when I registered.
98% Slots 2-3 rounds of Blackjack (losses only)
No, when I asked which casino, I didn't get an answer, and none of my emails have been answered to date... When and where I blocked myself.
It's very unfair, if I hadn't won they would have enriched themselves from me. In addition, no one could still tell me which rule in the terms and conditions I had violated. The only thing it says is linked account.
However, this cannot be the case because there are different lock databases.
I'm sorry for the late reply. Thank you very much, Timon3270, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
Hello Timon3270
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Sol Casino to join the conversation and participate in the resolution of this complaint.
Dear Sol Casino,
Can you please provide more information regarding the decision to confiscate the player's winnings?
Kind regards,
Adam
Hello dear Casino Guru and dear player Timon3270!
Player Timon3270 submitted a request via our project's email channel, seeking assistance with account restriction due to concerns related to gaming addiction. Following request, the specified accounts were promptly blocked and recorded within our database.
Subsequently, the user proceeded to establish a new account, omitting to disclose this information to our support team. However, our system identified this profile as linked to one of the previously restricted accounts. Consequently, all winnings associated with the new account were retracted from the user's balance, and any deposits made on this account were refunded.
Best regards,
Sol Casino!
I have not registered a new account. This account already existed and was not on their blocked list. I was also informed in the live chat at their sister casino Legzoo that my account was blocked on February 4th, the day after my win. Furthermore, I still haven't received an email or anything like that from them. Therefore, their actions are absolutely immoral and very reprehensible. 
1.) I never received an explanation via email as to why email support is not possible with you. Why are emails safely ignored?
2.) Which rule of the General Terms and Conditions have I violated?
3.) The account has existed for a long time, was not blocked and was not in your blocked list. If I hadn't won, I would still be able to deposit, which is very unfair.
4.) Why was I apparently only blocked according to support at a sister casino on February 4th, the day after my win on February 3rd?
5.) Which email is it? When and with which address did I initiate a block? My account email address is [playermail]. I didn't find anything in my sent emails.
6.) Galaktika NV, I would like to offer you once again the opportunity to pay out the money I embezzled from you explicitly without the help of a lawyer in Curacao.
Hello all, thank you for your responses.
Dear Sol Casino,
Can you please provide more information about the player's self excluson? Please also clarify:
- When the linked account was self-excluded
- When the account at Sol Casino was opened
- When the disputed amount was accumulated
Kind regards,
Adam
Hello dear Casino Guru and dear player Timon3270!
- The player sent us a letter requesting a lockout due to gambling addiction on December 27, 2023.
- He created an account in our casino on February 3, 2024.
- The disputed amount was accumulated on February 4.
Best regards,
Sol Casino!
Dear Casino Guru Team,
I have on February 3rd. won the amount, not like from Sol Casino on February 4th. written. See the screenshot. Account verification was also completed on February 3rd. completed. On February 4th The account was then blocked. At this point I was NOT banned from this casino. Furthermore, I did not send a letter to Sol Casino.
Thank you very much for your help! 
Dear Sol Casino,
Please send supporting evidence to show when the exclusion was activated and when the winnings were accumulated. It can be posted here, or sent to my email (adam.m@casino.guru).
Kind regards,
Adam
Dear Casino Guru,
We have emailed the requested information on the player.
Best regards,
Sol Casino!
Hello, dear player!
We're actively working with Casino Guru representative to resolve your issue.
Best regards,
Sol Casino!
Hello all,
I am waiting for further response from the casino regarding the exclusion and how it has been implemented in this case. As it stands, it does not seem that the casino has put the block in place effectively.
I will extend the timer while we await a response.
Kind regards,
Adam
Dear Casino Guru Team,
From the looks of it, this casino really seems to be a case of scamming players in an excellent way.
Hello, dear player!
We continue to engage with representative to address your issue. Thank you for your patience.
Best regards,
Sol Casino!
Dear Timon3270,
In accordance with the evidence we have received from the casino and from yourself, we can see that you have requested all accounts at all related casinos be blocked for the specific reason of a "gambling addiction" on 27.12.2023, via a message to the support of a sister platform of Sol Casino.
It seems that you have received no response to this request, and the casino also states that the exclusion was not implemented correctly in their system.
Due to this, you have been able to open a new account at Sol Casino on 03.02.2024 without detection.
It is evident that you have then accumulated a balance of over EUR 10,000 on that same date, not on the next day as the casino previously stated in the thread.
Also, it appears from the evidence that the block has not been implemented on your accounts until the day after the balance was accumulated, 04.02.2024, in which case we believe there is no justification for confiscating the disputed winnings.
Dear Sol Casino,
As mentioned in my previous email to you, we believe the player’s complaint is justified in this case, and urge the casino to reconsider their decision to confiscate the winnings.
Kind regards,
Adam
Dear Casino Guru Team,
Thank you again for your efforts and for clarifying the correct situation with the casino. I think that Sol Casino, which is listed so highly here on Casino Guru, is interested in maintaining fairness and paying out my balance to bring the whole thing to a positive conclusion.
Best regards,
Timon
Hello all,
The player has been blocked from our projects due to gaming addiction. We have discovered that the system allowed the player to register a new account due to incorrect data entry in our database.
After careful consideration, we have reached the decision to refund all deposits made by the user on the Sol project. However, any winnings obtained from these funds have been deducted. Please note that this decision is final.
The staff has been briefed on the situation and will exercise greater caution to prevent similar occurrences in the future.
We apologize for any inconvenience this may cause and appreciate your understanding in this matter.
Best wishes,
Sol Casino!
Dear Casino Guru Team, I have definitely not entered any incorrect data at Sol Casino, I always pay special attention to this.
The KYC verification was also carried out and confirmed, so no incorrect data could have been provided. It is therefore predatory on the part of SOL that the Sol Casino violates the principles of Casino Guru Fair Play: Regardless of your approach, the fact that you still allow a player to play in a casino in the group despite self-exclusion should not be used as a reason be called upon to retain its profits.
I think that due to SOL's lack of insight, this complaint should be assessed as unfair gambling.
So that other people can get information about their mafia-like methods and ignorance as quickly as possible.
Thanks
Timon
Hello Timon,
You mentioned that the verification was confirmed, do you have any record of this? Perhaps an email?
Kind regards,
Adam
Hello Adam!
I'll forward it to you.
Thanks
Hello all,
This case will be reviewed and discussed internally at our weekly meeting. We will then provide our final conclusions in this thread.
Kind regards,
Adam
Dear Sol Casino,
After discussing the case internally once more, I must inform you that in this case, our decision remains the same. We firmly believe that the player should be due payment of their winnings on this occasion, the main factor being that the casino by its own admission failed to respond to the player's request to self-exclude.
Apart from the issues with data entry that followed, there was no way for the player to know that they had been excluded from SOL Casino at the point of registering the account, and that they hadn't merely been ignored. If the situation had been reversed and the player requested a refund due to being excluded at a sister casino, they would have no evidence to support this.
We therefore urge the casino to pay the winnings to the player in full. If the casino does not wish to reconsider its position we will have no choice but to close the complaint as 'unresolved' which will have a negative effect on the casino's rating.
Kind regards,
Adam
Hello dear Casino Guru and dear player Timon3270!
Player was blocked from our projects due to gaming addiction. Upon investigation, it was found that the system erroneously allowed the player to register a new account due to inaccuracies in our database.
After thorough deliberation, we have decided to refund all deposits made by the user on the Sol Casino. However, any winnings derived from these deposits have been duly deducted. Please be advised that this is our final decision.
Our team has been briefed on the situation and will be implementing heightened measures to prevent similar incidents from occurring in the future.
We sincerely apologize for any inconvenience this may have caused and extend our gratitude for your understanding in this matter.
Best regards,
Sol Casino!
Hello all,
This case is till being reviewed and discussed, so more time is need to bring it to a conclusion. Consequently, the timer will be extended one last time.
I thank you for your continued patience.
Kind regards,
Adam
Hello again,
I appreciate I said that the timer would be extended for the last time, but the discussion has not yet reached a conclusion. We are working on bringing this case to a close, but more time is required to review everything in further detail.
Once more, I thank everyone for their patience and hope to provide more information soon.
Kind regards,
Adam
Dear Timon3270,
We have been digging deeper into this case and now received further evidence from the casino. I will once more summarize our findings.
We can see that you requested all accounts at all related casinos be blocked for the specific reason of a "gambling addiction" on 27.12.2023, via a message to the support of a sister platform of Sol Casino. In doing so, you have provided all associated usernames and emails pertaining to your accounts.
It seems that you have received no response to this request, and the casino also states that the exclusion was not implemented correctly in their system, namely part of your address was mixed up with your surname.
You have opened a new account at Sol Casino on 03.02.2024 without detection. When registering this account, you have used the same name and date of birth as with previous accounts, but the email you have provided has one extra letter than the address in your request for exclusion ('timon' instead of 'timo' - most likely a typing error). Due to the incorrectly entered data by the casino, coupled with the discrepancy in the email provided by yourself, your new account was not detected until the point you requested a withdrawal.
However, crucially, we also now have evidence that the casino has implemented the block using all of the data you provided across the casinos on 28.12.2023, the day after the block was requested.
At this point, it should be stated that we strongly disagree with the way the casino has approached this exclusion, both in the lack of response to you and in the entry of incorrect details.
But, as it is now evident that the block was not completely ignored as it seemed previously, we are unfortunately unable to conclude that the winnings must be paid. The casino is in fact following the correct procedure in returning all deposits from your newly created account.
I understand that this is not the outcome you have been hoping for, but in light of this new information I am afraid there is nothing further we can achieve.
I am very sorry that we could not be of more help on this occasion.
If you can confirm that you have been refunded all of your deposits, this case will then be closed.
Kind regards,
Adam
1. I did not register with my domain email at a casino. This is just the username. Why does the casino not work with the real name, date of birth and address for self-exclusions? A username is a fictitious name. Even though I entered the data correctly into their system, I was still able to create an account.
2. Why was it mentioned in the sister casino chat that the ban occurred on February 4th?
3. Why didn't the casino inform me that I was banned? Furthermore, if I hadn't won, the casino certainly wouldn't have paid the money back voluntarily, or the casino certainly wouldn't have come to me voluntarily and said: Hey, you're banned, but we're not telling you. You can deposit as much as you want, because the chances of winning aren't high anyway. And if you win, oops, our system has a mistake, of course you'll get your money back. That would never happen.
4. I have certainly deposited between €1000 and €3000 in this casino group. That alone is a disgrace for this casino group to treat their customers like this.
5. The casino will probably not receive any penalty points despite its mistakes, and people will continue to fall for such tricks. Technically, it is no problem at all to properly link player protection with the database and to communicate with customers. There are enough examples here. But hey, what SOL'S, we'll slaughter the pig until it drops. As long as the affiliate program is good. 😉
Best regards, Timon
Hello Timon, thank you for your response.
I appreciate your comments and understand that this conclusion is not a satisfactory one for you.
To further clarify, the email used to register at this casino was a Gmail address, which as mentioned had an additional letter to that of the Gmail address provided in your request for exclusion. This is why it was not detected.
The same Gmail address was also used to register at the sister account, which is why the block was not placed on that account until the same date as on your SOL casino account.
It is very unfortunate that both parties entered details incorrectly, and as previously mentioned we completely agree that the casino has handled this exclusion poorly, especially by not notifying you that it had been put in place. If it had been the case that the exclusion request had been ignored, then there would be a case to argue for the payment of your winnings. However, as it has been proved that the exclusion was implemented according to the details provided in your request, the return of your deposits is the correct resolution.
Can I once more ask if the deposits were all returned to you?
Kind regards,
Adam
Hello Timon,
As there was no further response from you, and it appears according to information received from the casino that you have been paid your deposits in full, this complaint will now be closed as previously mentioned.
Once more, I am truly sorry that a more satisfactory outcome could not be reached for you on this occasion, but taking everything into account from both sides the return of your deposits is the correct procedure in this situation.
Kind regards,
Adam
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