The player from Ukraine, a long-term user of an online casino, had encountered a delay in a withdrawal request made on November 18. Despite having a fully verified account, he was informed that the payout would be delayed up to 31 days due to an 'account check'. The player had clarified that his winnings were from sports betting and he intended to withdraw to a bank card without using any bonuses. However, we regretfully informed him that we were unable to assist with sports betting disputes due to lack of specific expertise in this area. Consequently, his complaint was rejected.
Sol Casino - Player’s withdrawal has been delayed for account check.
Amount: 23,000 ₴
Sol Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
My money isn't being paid out, I made a withdrawal request on November 18. I've been using this casino for approximately 1.5-2 years, and have successfully withdrawn money from my account multiple times. My account is fully verified. I was informed that the payment withdrawal will be delayed up to 31 calendar days. Support advised me that the reason for the delay is to "conduct an account check".
Automatic translation:
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11 months ago
Dear bomer2229,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you accumulated your winnings with or without an active bonus?
- Which payment method you have opted for?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Translation
- Didn't use the bonus.
- Withdrawal to a bank card.
- The winnings came from sports betting.
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11 months ago
Thank you, bomer2229, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
