The player from Germany has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
Sol Casino - Player’s withdrawal has been delayed.
Amount: €1,300
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi
I won 22.1300 euros at Sol casino on 28.6. And want to pay me through NETELLER . But the payment at NETELLER failed . I got around to the casino and told them what happened. Now I've been waiting for 7 days and I still haven't gotten an answer when I'll get my money. It can't be that long before the money goes back to the casino. I sent them the email saying the payment failed. In the chat they tell me that I have to wait until they have fixed the problem. But 7 days?? Can you help me?
Automatic translation:
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2 years ago
Dear antoniaradtke01,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Translation
Hello .. I've been waiting for something. But so far no gel has been credited to my account. 1300 euros. Failed to pay out . I am put off, I am told that you are still waiting for an answer from the payment system. It cannot be that a wrong payment takes so long until it comes back.
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2 years ago
Do I understand correctly that from the entire active balance only €1,300 has been requested to be withdrawn till now? Were your winnings accumulated with or without an active bonus, please?
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2 years ago
Translation
Hi
Yes, I have requested 1300 euros for payment, which have also been released for payment. That was no problem. The problem is that the payment went wrong, so it failed. I had the payments sent to NETELLER. But it didn't arrive because I didn't have an account. Then I got an email from NETELLER that the 1300 euros failed and that I should contact the client, which I did immediately and gave them a screenshot sent by email. Now I am put off. Those from Sol casino think they have sent a message to the payment system but have not yet responded. I then applied for a payout of 400 euros again, which was approved, but I had it transferred via an Andre bank. Everything was ok. And yes I started with a bonus.
Automatic translation:
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2 years ago
I do apologize if I'm asking the same thing again, but do I understand correctly that €1,300 has never been returned to your casino account? Could you please forward your Neteller statement to petronela.k@casino.guru so we have solid proof that the funds have never reached you? Thank you in advance.
