Solcasino.io - Player requests a refund of deposits.

Recently self excluded for problem gambling but was allowed to open another account and carry on also not licensed in uk

Dear Whoknew123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that UKGC license is necessary only for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) they can accept UK players, they are just not protected by UKGC.

Here is an example, that could help you better understand our standpoint:

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road.

Unfortunately, in this case, we are not able to help you and you have no right for a refund of your deposits. I can only recommend you to do better research next time and play only in the casinos licensed by UKGC.

However, if you have supporting evidence that you’ve asked for a self-exclusion or mentioned gambling problem and it was ignored or overlooked, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Clearly states on there terms and conditions that they do not accept uk players how is this allowed? Ive sent you an email with self exclusion

Thank you, Whoknew123, for the forwarded screenshot:

I'm sorry but I couldn't find any reference to a gambling problem. It seems as if you asked to limit your account. Unfortunately, from the above-mentioned screenshot, it is not clear what was the reason. Could you please advise if there's any relevant communication that would support your claims that regardless of mentioning your gambling problems you were still allowed to deposit and play?

In regard to your country being a restricted one, we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

Thats the evidence of self exclusion allowed to deposit plenty more even tho excluded? Also could you please make the last post by your private as it has screenshot please

There is some issues

Could you please advise what was the reason for your self-exclusion (I haven't received any supporting evidence that gambling problem has been clearly communicated to casino) and for how long it has been set? Have you used the same personal credentials when registering another account?

Hi yes used same details self excluded for life i cant get on to account to show you only the screenshot i sent saying self excluded alsi there support are not replying to anything i send them

Thank you very much, Whoknew123, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Whoknew123,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, I have a couple of questions to ensure I understand the situation fully:

It seems that the only way to request an exclusion at this casino is via e-mail. Is that correct, or did you request it some other way?

According to the terms and conditions of the casino, you should receive a confirmation e-mail upon requesting your exclusion. Did you receive this?

We would like to invite Solcasino.io to join the conversation and participate in the resolution of this complaint.

Dear Solcasino.io,

Can you please provide further information regarding the player's account exclusion? Has the player been able to make further deposits since being excluded?

Kind regards,

Adam

Hi i self excluded from the account page on the website did not recwive email confirming but culdnt log into my account

Hello Whoknew123,

The casino has stated that if you self-exclude and then register again using a different Web3 wallet, there is no way for them to detect this, due to the nature of Web3 technology.

We believe that a self-exclusion policy should be strict, and measures should be in place to prevent a player that excludes themself from playing again.

Can you confirm if you have used a different wallet when registering after your self-exclusion?

Kind regards,

Adam

Yes ive used a different wallet the self exclusion is pointless it is to easy to make another wallet

Dear Whoknew123,

I have looked into this case further and as all that is required to register and play at this casino is the connection of a web3 wallet, it is entirely impossible for the casino to be able to detect if players which have self-excluded are registering again in an attempt to circumvent their exclusion. This is common to many casinos that operate with this kind of anonymous registration.

Due to this, we will not be able to assist any further with this case and it will now be rejected.

I am sorry I could not have been of more help on this occasion.

Kind regards,

Adam