The player from Israel had reported that his account was blocked by Solcasino due to 'suspicious activity'. The player, who had substantial winnings and had previously withdrawn funds successfully, discovered his account was suddenly suspended. Solcasino had cited a restriction for Israeli players, which was implemented while his account was already suspended. The player confirmed he hadn't used a VPN and that the restriction notice only appeared after he had won a significant amount. Despite multiple attempts, we had received no response from Solcasino. The complaint was marked as 'unresolved', potentially affecting the casino's rating. We had advised the player to contact the Antillephone Gaming Authority for further assistance. Later, the player informed us that he had managed to communicate with Solcasino's risk team and they had reached an agreement, resolving the issue.
Solcasino.io - Player from Israel was blocked abruptly.
Amount: 183,100 USDC
Solcasino.io
Safety Index:Above averageCase closed
RESOLVED
Case summary
Hi, I registered first time to solcasino about 6 months ago around end of November. The game I tried there was crazy time and loved it a lot so I stayed to play only crazy time. After loosing about 15k I started to profit and around end of December I was in profit for about 120k $
I succeed to make 2 instant withdrawals each 9900 that is their daily withdrawal limit. At third transaction suddenly kyc message appeared. I immediately filled the kyc said I'm approved but the pop up screen was telling me again to fill kyc. I opened a ticket on discord and received a quick help from some admin name fiyopi
In seconds here released my account and asked to record proof of bets from the provider site as I did and he said good luck, my account was released. After that I lost all the balance and about 20k more and quit the game till last week. I started to play crazy time again and after losing only 1500$ I hit on crazy time bonus and won 85k. I started to withdraw for 3 days and receive payment each day ( in big delays like 12 hours but still, got paid) after 3 days I start playing again lost about 30k then lended on bonus and won another 80k day after I played again and again won on bonus 75k and same day another 30k total amount that was in my account is 183100$ so totally I was able to make 5 withdraws because on the next day I opened my account and saw I need to login which was weird and new pop up message you have to agree that says you over 18+ and not from the country that was specified in the pop up. Israel was not there. I try to log in to my account and saw message say your account has been suspended during suspicious activity.
I opened a discord ticket again some manager talked to me and said he will pass my problem. I tried to login again but now I saw Israel appeared in the pop up message they changed it in front of my eyes! After 8-9 hour waiting the same fiyopi wrote me this:
Israelis forbidden
its always like that
your account will not be enabled
I tried to reply asking questions about my funds begging them for some answer but day after they just blocked me from their discord server. I also tried to open new user and asking them for help but when they realize it is me the just blocked me.
They also promoted my winnings on Twitter
[Sensitive information removed by Casino.Guru admin]
Dear vadimon,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Solcasino.io.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly the popup changed for you only after you achieved your winnings?
- Have you not used a VPN when accessing the casino website?
- When was the last deposit you made to the casino? Do I understand correctly the issue occurred in December 2023?
- Have you used a VPN when accessing the casino?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hi tomas and thank you for your reply
1. Yes the popup changed after I won the big wins
2. I did not used vpn and never try to cover that I'm from Israel, they also have games inside their casino that are saying Israel is not allowed so it's mean there is a games that allowed and games that not allowed to play from Israel means you have choice means they know people from Israel can register and play.
3. The last deposit was made last Friday on April 12 and no, December 2023 was first issue with them that they solved with minutes and reopened my account.
This time when I won big wins and didn't lost them and actually wanted to withdraw daily they locked me.
4. No I didn't use VPN to log in I use metamask wallet to connect my account.
Thank you very much, vadimon, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.
Hi vadimon,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Solcasino.io to join the conversation and contribute to the resolution of this complaint.
Looks like they don't care and not willing even to answer, also doesn't matter how many or in which way I was trying to contact them they just ignore me
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hi vadimon,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
We received the following email from the player:
"After long time of trying I was finally able to make a communication with solcasino risk team member and we settle an agreement between us that was pleased for both ways, thank you for all your help!"
Dear vadimon,
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,
Peter
