Solcasino.io - Player's NFTs locked due to the self-exclusion option.

Solcasino.io, is attached to their nft collection solcasino (https://www.tensor.trade/trade/solcasino). Apart of this NFT is that you can lock it in their website (solcasino.io) and receive a token ($SCS) that you can then stake to earn USD. Paid from the revenue the casino makes.

I own 4 of these nfts, currently valued at 45 SOL apiece (180 SOL, $3400 USD) and they are locked in the site.

There is an option in solcasino.io that allows you to self exclude your connected web3 wallet to help with gambling addictions. Trying to be responsible, I set a self exclusion period to "forever", locking my wallet out of the website indefinitely. When going to set this self exclusion period, there was no warning about our NFT's being included in the exclusion, just that we needed to withdraw our actual money. There was no obvious indicator this would permanently lock my web3 wallet out from the site.

So now, when trying to be responsible and stop gambling, I end up being punished with my NFT's valued at $3400 USD being gone forever.

I contacted the casino when this happened back in early May,

they said that it would be complicated but they could assure with their word they would be able to fix it. I patiently waited, and never heard form them. I opened several more support tickets only for them all to be closed with little or no response at all.

Finally, 6 weeks later on June 19th. Only after bringing attention to the issue publicly in the discord (which I did end up being muted a week for) I got word from the team that the issue would never be resolved and my nfts were essentially flushed down the drain.

I'm not asking for them to change the core contract, nor am I asking them to break my self exclusion period. I am simply asking them to reimburse the value of said NFTs, as I dont believe the self exclusion period should be allowed to hold assets locked in the site. At the time of the self exclusion I wasn't even able to withdraw them to due to a time lock.

If I staying at a hotel with a casino and did something to get myself banned, I would be allowed to retrieve all my property. Again, not asking them to change anything about the casino's core contract, just asking for a refund due to the fact they are holding $3400 USD worth of assets, and for lack of clarity on exclusion terms.

Dear papicsolana,

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 clarify how exactly you obtained NTFs at this casino - by playing, buying them, receiving them for free, etc.?

Were your NFTs locked for a defined period of time, or you are not able to withdraw them simply because you've self-excluded this account?

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,

Kristina

Hi Kristina, seems I got online right after you responded.

Earlier this year they minted a collection of 5000 nfts, I purchased these nfts with my own money. They were not won or gifted in any sense. They created this collection in order to allow us to basically own a share of the casino, letting us stake/lock the nfts in the website in exchange for a token we could then stake for usdc rewards. I will avoid more detail on that but can give it if needed, just let me know.

I bought the nfts with my money, locked them in their website due to it being required to participate in their projects revenue share, and then got locked out permanently when trying to exclude myself from just gambling. I no longer have access to the site, it kicks me out anytime I try to log in and says to contact the team. They have now told me its not happening and muted me when i brought it up publicly.

They were locked for a set amount of time, but that time lock has long since been released. But again, regardless of time lock I cant access them, my account is completely blocked from accessing the site.

Thank you very much, papicsolana, for your cooperation. 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 papicsolana,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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 papicsolana,

The casino team has responded to my email and confirmed that I am allowed to share their reply here.

Thank you for reaching out. I am writing in response to the complaint received about Solcasino from "Papicsolana". The timeline of events provided is missing critical information. "Papicsolana" has largely misrepresented Solcasino actions, the NFT collection, our value return mechanics, and general information about our business. I will address each of these points sequentially. 

We minted our Non-Fungible Token (NFT) collection in late March for 12 Solana. We provided our holders the option to "Lock" their NFTs on our platform for anywhere between 15-90 days. In exchange for this "lock", the user was returned the entire 12 Solana mint price. "Papicsolana" "Locked" his NFT during this time, and was given 12 Solana per NFT locked. All of "Papicsolana" NFTs were acquired at no-cost to him. This material fact was misrepresented in the initial complaint when "Papicsolana" stated these NFTs were "not gifted in any sense". 

We have an industry standard self-exclusion policy on our platform. We take self-exclusion very seriously, as all casinos should. In order to self-exclude, the user must click through various pages and warnings and manually select the time period for exclusion. This excludes the user from accessing any domain related to Solcasino, including the sub-domain we use for our "lock" mechanic. After self-excluding, the user will not be able to access their account nor tokens within that account, including Non-Fungible Tokens. Please see the attached screenshot of our Self-Exclusion policy page and its information.

"Papicsolana" proceeded to click through the various warnings and manually select his exclusion term on his own volition. He selected the term "forever" himself, knowing this would in-fact exclude him from the casino "forever". This material fact was misrepresented in the initial complaint when "Papicsolana" stated his exclusion period had "long-since been released". If this were the case, he would be able to access the casino.

As you can see from "Papicsolana" initial complaint, we communicated to him multiple times that we would look into a resolution. After many months of our development team working to find a remedy, we were unable to do so. This material fact was misrepresented in the initial complaint where "Papicsolana" stated he "never heard from us". Please see the attached logs of our communications with "Papicsolana".

Further, our Terms and Conditions clearly state that in the event a user "forever" excludes himself from the Casino, there is no way to access his account, including tokens within said token account, both Fungible and Non-Fungible. These Terms and Conditions are featured prominently on our websites landing page. You can find our Self-Exclusion Terms and Conditions here: https://docs.solcasino.io/info/self-exclusion-terms-and-condition.

We understand and sympathize with "Papicsolana", and have spoken with this user throughout the course of this search of a remedy. We are saddened to learn about this complaint and this seemingly malicious misrepresentation of our actions throughout this process. Thank you for taking the time, and we hope this will be swiftly resolved.

Dear papicsolana,

Concluding the information above, I regret to inform you that I have not detected any wrongdoing in the casino's actions. Although you took steps to obtain the NFTs, they were acquired without any cost. I am very sorry, but I am forced to reject this case.

You have every right not to agree with our decision, an alternative option is to file an official complaint with the licensing authority of the casino. I would be happy to assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru