Solcasino.io - Player’s account closure request ignored despite gambling addiction.

Hi,

My complaint is simple. I played at solcasino.io, and i am an addicted gambler.

I cashed out on the 8th of february at  02:48 AM, then i went to close account permanently due to gambling addiction, the button didnt work.

I contacted support to try and close it, they refused and i ended up recording proof of it, which i sent to the casino along with a complaint asking for refunds after i contacted support and admited gambling addiction and requested account closure.

Now we are in june, still not closed, and i keep losing money due to addiction. The support has everytime i asked to close it because i can't myself, always refused to close it for me.

I want it closed, and refund of losses caused from this.

Total loss: 4.188 solana

INFO: I have currently for the first time gotten in contact with a team member at solcasino.io, where they might be able to close the account finally... But they say they can't refund, which is ridicules when this is a big concern for them as a casino, and their license.

Please help guru.

Dear kingdms,

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. 

• Did the casino explain what is preventing them from closing your account and refunding your deposited funds?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Include your self-exclusion request where you inform the casino of your gambling problems, please.

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

Hi,

1. They have said that they can't close it for me if i can't close it on my end, which is just annoying and confusing. I have asked for supervisor many times, and even sent an official complaint to their support email in february, without response. (Forwarded it to your email). I was so annoyed back then i tried everything, but no responses.
2. I have the latest chat transcripts, which is basicly the same as from february, but the older ones they have deleted from the chat logs, and i dont got them on email or anything from them. They need to retrieve these in that case. (Screenshots emailed)

The recent messages has been between me and most likely a team member on chats, but still nothing has happend on my account, and i specify clearly my first priority is closing the account to prevent losses, but they still ignore me.

for now my account is still active, and open for me to lose money, never experienced this much hassle on closing an account on a licensed casino.

I apologize for overlooking your emails.

Thank you very much, kingdms, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear kingdms,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks,

I should probably have sent from the email connected to this account.

But thanks for helping, hopefully this can be solved.

The license issuer i responded to weeks ago, no response from them yet.

I am also wanting compensation throughout the deposits, i have been put through alot of stress.

My demand is a final 1500$ refund including compensation.

Thanks

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.

Dear kingdms,

Do I understand correctly that you have already reached out to the regulator about your case? Have you contacted them at the correct email address, complaints@gaminglicences.com?

I have, but no response after i sent them proof of my issue. The casino lied to the regulator about the self exclusion button working. Since then i have gotten zero response.

Which is why i contacted guru. The casino can respond to this complaint if they want to, but from my side the complaint was voided and not active due to lack of responses from both operator and regulator.

Dear kingdms,

Could you please provide me with a screenshot of the initial email sent to the authority? This is part of our standard procedure.

Hi,

Did solcasino say this to you, or how did you figure out?.

This is probably their way of confusing everyone and trying to close both complaints. I have my proof, and i wish they respond here, publicly.

They can aswell contact me on my email.

Dear kingdms,

Please be aware that I am not in contact with the casino team. It is standard procedure to request evidence of your communication with the licensing authority. First of all, we cannot interfere if the case is being evaluated by the regulator. Secondly, I want to ensure that you have done this correctly.

If you fail to provide support for your claim, I will have no choice but to reject this case, which I do not want to do. You can forward the evidence to my email address mentioned below.

jozef.k@casino.guru

I emailed you the response i sent as PDF, including their first response. As you can see i got nothing back from then yet

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear kingdms,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru