Sol Casino - Player’s withdrawal is delayed.

I HAVE MADE A WITHDRAWAL SINCE 12/02 AND THEY SAY THEY WILL RESOLVE IT AND THERE WAS A PROBLEM....I HAVE CONTACTED SEVERAL TIMES AND ALWAYS THE SAME ANSWER...WAIT...ON THE WEBSITE DEADLINE OF A MAXIMUM OF 5 DAYS TO COMPLETE. ..TODAY IS 12/13 AND NOTHING....WAITING FOR SOLUTION!

Dear mczanuto,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Each day is a different answer.... I entered the chat and that was not what they say... each one says something.... it is clear that the withdrawal period is a maximum of 5 working days... I made a withdrawal after that and it has already been fulfilled

After the 14 days, they probably come with another deadline

PLEASE HELP ME.... I AM IN URGENT NEED OF THIS AMOUNT!

Dear mczanuto,

Please allow me to ask you a few questions before we contact the casino.

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,

Tomas

No bonus, I made several withdrawals before and after that $600 one, only this one was a problem... all were smooth and on time

I didn't accumulate gains, I believe they are doing that because a few days before winning that 600$ I had a deposit of $100, which they also took to credit to my account, so I spoke in the chat several times to solve it, with that I fought a lot with the attendants, I believe this is revenge, because I said that the casino was not serious and that I would no longer play with them, and by "coincidence" they stopped my withdrawal, it did not even go back to the casino account or to my bank account, it just stayed " running" and does not materialize or cancel the withdrawal.

Thank you very much, mczanuto, for providing the necessary information. 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.  

THANK YOU TOMAS

Dear mczanuto,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best 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 the resolution of 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

Nice to meet you, Mczanuto! There're some technical issues on the side of the payment system, we have sent the request to them but we can't accelerate it and influence on it, because the payment system is the 3rd party, as soon as they check it, it will be credited to you. Please, wait, you will get the funds after the payment system accept it.

Best regards,

Sol Casino!

I do not accept this evasive answer, 16 days have passed since this withdrawal, you always come with ready answers, bad attitude from you at sol casino

I want to thank the guru for having helped me in the case... the amount was released... without you I certainly wouldn't have made it.... as for the sol casino... I never use that platform again... terrible at all the senses.... tried to wrap me up until the end...

DO NOT PLAY AT SOL CASINO SO YOU DON'T HAVE PROBLEMS WITH THE RECEIPT!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mczanuto, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru