The player from Austria had reported an issue with Sol Casino after his bet limits were reduced and his withdrawal request was denied due to a system error. He had made a deposit of 400 euros and had fulfilled the turnover requirements through sports betting. Despite his account being fully verified, the casino had refused to process his withdrawal request. However, as the player's issue solely pertained to sports betting, we informed him that we lacked the expertise to assist in such matters and unfortunately had to reject his complaint.
Sol Casino - Player's withdrawal request has been delayed.
Amount: €411
Sol Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
After my deposit of 400 euros, the betting provider Sol.casino only let me place a few bets with stakes of around 30 to 40 euros until they limited me (to around one euro per bet) without giving any reasons. When I asked, they didn't give me any reasons for this. At this point my winnings were less than 10 euros.
When I requested a withdrawal, they harassingly insisted that I wager the entire deposit once, despite their limits, which, to my chagrin, required me to place a large number of mini-bets.
After I met their conditions, they still weren't willing to process my withdrawal. Numerous applications from me were not processed positively for a variety of reasons. Now it is repeatedly claimed that this is a system error. I feel bullied here and hope for support.
Kind regards, Markus Z*********
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Dear zellim,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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5 months ago
Translation
Dear Petronela!
1) My account is already successfully verified.
2) I have already made a number of withdrawal attempts. This started in July 2023. Initially they refused the payout because I hadn't wagered enough money according to "rule 8.13.4". They advised me to do this on their online slots even though I told them I was only interested in sports betting. When I finally wagered enough money after numerous 1-euro bets (due to the limit), they refused to pay out due to verification problems. Unfortunately, the verification process was extremely difficult. They asked for a selfie video, but first they didn't like the structure of the video, then the image was too blurry and supposedly the data wasn't readable (which in my opinion couldn't be true), then the quality was too low, then the file was closed large....
After confirming the video, they sent me an email on September 26, 2023 stating that my withdrawal would be subject to an audit that could take up to 31 days.
On October 20th and November 5th. I received a message saying that the payout failed due to "a system error". I should submit another withdrawal request or contact support. Support reported a problem with the "payment system"
3) I only played sports betting.
4) I accumulated my "winnings" of 11 (!!!) euros without an active bonus.
Kind regards, Markus
Automatic translation:
Public
Public
5 months ago
Thank you, zellim, 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.
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