Sol Casino - Player’s withdrawal has been delayed.

I submitted a request for withdrawal. My account is fully verified. They asked for a heap of documents, making it seem easier to get a job with the FSB. It's unclear why an ordinary online casino needs all of these. It's been almost 2 weeks. The money has not been paid out. This casino has a rating of 8.4. This is an unfair rating for this casino. Casino Guru, I am disappointed in you. A casino with this rating is not paying out money for weeks.

Dear djak1987,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Why, when it comes to withdrawing their winnings from the casino, do they immediately have problems and players are forced to wait for weeks and months?

Dear djak1987,

Have you received your withdrawal from the casino yet?

No. Payment has not yet been made. It's been 2 weeks already.

Thank you for your reply, djak1987. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed? If possible, please post a screenshot of your withdrawal/transaction history here in this thread.

Have you accumulated your winnings with or without an active bonus?

No, this is my first conclusion. I didn't use any bonuses. The account is fully verified. They asked for a bunch of documents, I provided everything. The casino is clearly overrated. The withdrawal request is awaiting processing (I am attaching a screenshot). The casino is allegedly conducting some kind of investigation. How can a casino have an 8.4 rating if it doesn’t withdraw money for months? Judging by the complaints and reviews, I was not the only one who encountered this problem, but almost all players.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Almost 3 weeks have passed. The money has not been paid.

Thank you very much, djak1987, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi djak1987,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sol Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for conducting additional checks of the player's account for such a long time? In your email to the player you mentioned this can take up to 72 hours, however in fact it's been more than 3 weeks already.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

The casino wrote in the chat that another check could take a month. It's unclear why they check so much. A casino with such a high rating and the player has to wait a month for his payments. Moreover, the amount is small. As I see, there are a lot of complaints about this casino about this.

Hello dear Casino Guru and dear player djak1987!

In accordance with our website's policies, as outlined in clause 8.13.6. "The Casino reserves the right to verify the player’s identity before crediting a payment and withhold it for the period of verification. In the event that false personal data have been provided, the payment will not be credited and the player’s account may be blocked. The player will be informed thereof by email."

It is important to note that the specified procedure is not subject to a fixed timeframe and is typically completed within a span of 72 hours.

Following a thorough examination of the player's profile, our team of specialists has determined that additional verification is necessary, as stipulated in clause of our rules 10.4. "The SOL Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential".

Rest assured that once the verification is successfully completed, your payment will be processed promptly.

Best regards,

Sol Casino!

Thank you for the response, Sol Casino.

Dear djak1987, we'll keep your complaint open until there's more news from the casino. For various reasons casinos have a right to conduct additional investigations, so we'll need to wait until they finish the review. I believe it will be done by the end of the next week, so I'll set the timer for another 7 days. Please, let me know if you will receive any updates earlier.

I confirm the withdrawal of money. It lasted almost a month. The complaint can be closed. Thank you Casino Guru.

Dear djak1987,

I'm glad to hear that your issue has been resolved successfully though it took you quite a long time to get your account verified. 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,

Natalia

Casino.Guru