The player from Croatia had reported delays in receiving a withdrawal that was requested two weeks prior. The player had passed the KYC verification and had no active bonus. After communication with the casino, it was revealed that the player's account had been under investigation for signs of unfair play, as per the casino's rules. The casino had stated that the investigation could take up to 31 calendar days. The casino later confirmed that the player's withdrawal request had been approved. The player had confirmed receipt of the payment, and the complaint was marked as resolved.
Sol Casino - Player's withdrawal is being delayed.
Amount: 790 ₮
Sol Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
I put money on withdrawal in approximately 15 days they still didn't send me my withdrawal is on pending can you please see what is going on. Never see this kind of waiting for withdrawal. I don't know what to do in this situation can you please help me to get withdrawal?
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1 year ago
Dear Danci227,
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 made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
This is my first withdrawal, I have passed KYC program..I don't have active bonus.
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1 year ago
Thank you very much for your reply, Danci227. Have you tried contacting the casino regarding this issue? 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.
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1 year ago
Yes I concated them, they say that is some investigation I don't know why or what it is...it is taking a more then 15 days and withdrawal is on pending. I never waited so long for withdrawals anywhere I really don't understand what is happening. Can you please help me
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1 year ago
Thank you very much, Danci227, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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1 year ago
Dear Danci227,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Sol Casino representative to join this conversation and participate in resolving this complaint.
Dear Sol Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Hello, Danci227! According to the point 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". There's no need to worry, after the end of the check you'll get the answer.
Best wishes,
Sol Casino!
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1 year ago
Dear Sol Casino,
Could you state how many days are left to investigate the player's gameplay?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Hello, Stefan! Player's payment was sent for additional check on 13.10., according to our rules it can last for 31 calendar days. 31 days is the deadline. We do not know the exact date of the end of the verification, it all depends on the amount of information about the player's bets that need to be checked.
Best wishes,
Sol Casino!
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1 year ago
Dear Sol Casino,
Thank you for your response and the information provided.
In this case, I will extend the timer by 10 days. The investigation should be finished by this date.
Please keep us updated.
Kind regards,
Stefan
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12 months ago
Hello, dear player! According to our system, your withdrawal request has already been approved. Please wait for it to arrive to your account.
Best regards,
Sol Casino!
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12 months ago
Dear Sol Casino,
Thank you for your response and the information provided.
Dear Danci227,
Please let us know once you receive the payment.
I am looking forward to your response.
Kind regards,
Stefan
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11 months ago
Dear Danci227,
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.
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11 months ago
Dear Danci227,
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,
Stefan
