The player from Germany had won 48,000€ at Sol Casino but did not receive her winnings despite having a verified account. She had been informed by the casino that additional verification was necessary. She had played slots without using a bonus and was concerned about the delay in receiving her winnings. We had asked the player to send all relevant communication between her and the casino regarding the additional verification. However, the player did not respond to our request for more information, and hence, we couldn't proceed further with the investigation.
Sol Casino - Player’s withdrawal is delayed.
Amount: €44,000
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
4 weeks ago
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1 month ago
Translation
Hello, I live in Germany but somehow couldn't change that. This is about Sol Casino. I won 48,000€ yesterday. My account is verified but I'm not receiving my winnings. I constantly write to customer service, and keep receiving messages saying that a special verification is required. I'm wondering what that might be. I'm slowly getting afraid that I won't receive my winnings.
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1 month ago
Dear nagsinm,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Sol Casino. I have checked the casino's Terms and Conditions, and this is what I found:
8.14 If the withdrawn amount exceeds 1 250 €, the Company has the right to carry out additional verification of the gaming transactions for a period of no more than 48 hours.
(...)
8.19 The Company reserves the right to require primary and secondary account verification at any time and to use additional tools and procedures for verification, if necessary. In order to verify your user account, the administration has the right to ask you to provide an ID document (including, but not limited to, a copy of your passport/ID card/any payment card used, recent public utility charge statement in your name or any other document confirming your identity). In addition, the Company reserves the right to ask you to confirm your identity via a video call or by sending your documents by mail. If these requirements are not fulfilled, the Company has the right to temporarily deactivate your user account until the requirements are fulfilled and/or close the account. If the information you provided is found to be inaccurate, the Company reserves the right to block your account and cancel withdrawals.
Could you please tell me if you were asked to provide any additional documents for the verification? Does the verification concern your account or your gameplay?
Have you accumulated your winnings with or without using a bonus?
Could you kindly specify what types of games you played? Were it slots, live casino games, or did you participate in sports betting only?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello, thank you very much for the quick answer. So on Friday I was transferred €3400. I won €3400 and made the payment with Sepa. I asked the payment team and they said the payment was transferred without verification. The review has been since yesterday. Now the money still hasn't been transferred and when I write to customer service they only say that there was an error with the payment service and that the money will be credited again or transferred. I'm getting really, really desperate. I read here that some people wait 31 days for their winnings. I find that a disgrace.
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1 month ago
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Then came the big win. Yesterday I won €48,000 and lost €4,000 of it. Now comes a special check is needed. I'm just afraid that I won't receive my winnings
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1 month ago
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I didn't claim a bonus and played without a bonus. So far they have only written to me saying that I need additional verification. I just think it's a real shame. I only played slots. On Friday I also won €3400 and they said it had been transferred and I asked today what happened to my payout from Friday. The only answer was that there was an error and that the money would now be credited back to the player account or transferred to the card. Yesterday I won 48,000. I would like to pay out 44,000 but somehow I don't know what the problem is. Nobody can tell me what will happen to my winnings now.
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1 month ago
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I played Gates of Olympus and won the money there too
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1 month ago
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Received the message earlier that the review would be extended. It's really awesome!
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1 month ago
Thank you for your replies. Please forward me any relevant communication between you and the casino regarding the additional verification. My email address is veronika.l@casino.guru.
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