Sol Casino - Player's withdrawal is delayed for verification checks.

Hey,

I was recently contacting the SOL customer support if I can withdraw my winnings to a cold crypto wallet directly (instead of using Binance Pay, which I used to deposit around 140€), in order to avoid using Binance and paying fees again for later sending it to the "cold" crypto wallet. The support told me it was not possible since I didn't use this method to deposit the funds.

That was okay. So I used Binance Pay to withdraw 100€, which worked fine.

After winning a few more games I was trying to withdraw another 100€ via Binance Pay and now a video verification was requested where I should take a video selfie of myself with a passport. I did this. The support said the video verification was successful, but, now the support tells me I have to wait for my winnings up to 31 (!) days because they wanna check if "unfair play was present" (what you can see in the screenshots I sent). I understand sometimes people have to wait for money when it comes to online casinos, but 31 days of waiting seems a bit cruel for a customer who has 304€ left on balance (100€ of which are requested for withdrawing).

I think it should be prevented that this rule of holding back money possibly up to 31 days will be applied so easily to customers who are fully verified.

I also do not understand why I had to verify with a "video selfie" when my account was already verified before? I did the video selfie anyway to get my money as fast as possible of course, but now I have to wait even longer it seems.

Can you please help me to speed up this process and to clarify if this clause in their T&C is acceptable for fair gambling rules and conditions?

Thank you in advance for your effort!

Dear infinitesimal,

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.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

Occasionally, these verifications are prompted by the game provider, and the casino is obligated to adhere to them.

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

Thank you very much for your fast reply Petronela!

• I do not know the exact date of registration, but it was around June 2023 I think. Is this information sufficient?

• It was a mixture of casino games like live roulette and sportsbook.

• As far as I noticed there was no bonus involved.

Thank you again for your effort. I hope we come to a fast solution.

Best regards,

Oliver

Thank you very much, infinitesimal, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear infinitesimal,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Sol Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello dear Casino Guru and dear player infinitesimal!

According to the rules, point 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.

Best regards,

SOL Casino!

Hello dear SOL Casino Support,

I understand it's in your rules. But the point is, it seems to be a bit arbitrary by reading my description below.

My withdrawal request is now almost 7 days old and I have not got any news from you. I was fully verified and I did execute withdrawals in the past already on your platform. But suddenly after I created my current withdrawal request almost 7 days ago, you additionally asked me to send a video selfie of myself and then you did limit my ability to withdraw my winnings even though I sent you the video and it was accepted from the support. Obviously a video selfie is not related to "unfair play" and it seems this was just another obstacle in order to make my winnings stuck to your platform.

I will definitely not play any more game on your platform in order to be sure I will not lose any Euro from my current balance and withdraw everything after you finished your check of my account.

I think an online casino must be careful with the duration of "fairness checks" in order not to lose the trust of the players. 31 days is an extremely long period of time when you consider the fact you are holding back MY money. Casino players will not tolerate such long waiting times in general and in my opinion it's not fair. I am curious how casino.guru will appraise this situation. Thank you for your attention.

Best regards

Hello infinitesimal, do you have any updates regarding the withdrawal, please?

Hello, no, no update from SOL Casino. I am afraid SOL Casino will let me wait the full 31 days to finally pay my winnings out 🙁

Dear Sol Casino, could you please let us know once the verification has been completed?

At present, the audit remains ongoing and has not reached its finalization stage. Rest assured that once the verification is successfully completed, your payment will be processed promptly.

Best regards,

SOL Casino!

Dear team of SOL Casino and casino.guru, there is approximately one week left until the maximum time span will be exploited. My approximately 303€ are waiting for successful withdrawal, looking forward to finally get my money. By the way, my account is also limited to 1€ in sportsbook. Not that much 😂

Dear Sol Casino, do you have any updates regarding the verification process, please?

Hello, dear player and representatives of Casino Guru! The player's payout is still under verification. The additional check is normal process for us to check if everything right with our withdrawal request and if there weren't any fraudulent actions on your part. It's a kind of necessity for us to be sure that everything is legal and safe. There's no need to worry, 31 days is the deadline. Your payment verification will be finalized soon.

Best regards,

Sol Casino!

Just to inform Casino Guru and the interested reader:

I still didn't get my money. The date and time of my withdrawal request was 15th of March 2024 at 19:47. That means 31 days are already almost exploited. We almost have 15th of April and thus a few more hours until the deadline will be reached.

The case can be closed, after 30 days and a few hours of waiting the money has arrived, withdrawal is complete.

Thank you Casino.guru for your support!

I hope waiting for 30-31 days for your money will not be the new normal in the online casino world.

Dear infinitesimal,

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,

Dominika

Casino.Guru