Solcasino.io - The player's unable to withdraw his balance.

On 2023-03-01 15:39 I deposited 485 Solana onto the solcasino.io website without any bonus/code or referral. I started winning pretty soon on "Lightning roulette" and requested 3x withdrawals in total over the next three days (424,99 sol / 449,99 sol / 459,99 sol). All those went through without any major issues.

I lost a bit after that an made another deposit consisting of 250 sol. After that I had another string of wins (including a 10k win on lightning roulette) and requested another withdrawal. Following that some problems started. My account was hit with KYC, so I had to fill out the form after I logged in, otherwise I couldnt do anything. I complied and sent over all the relevant documents which were asked. My KYC was accepted (important later) shortly after and the withdrawal went through (I was withdrawing mostly 10k USD each which was the max limit / day).

I lost the remainder of my balance and decided to make third deposit of 500 sol. Thereafter I had a huge session on lightning roulette, I won around 50k USD in total with the biggest single win being 30k. I was placing 100$ bets on several individual numbers.

I started to withdraw slowly (10k each day). My withdrawals were "pending" for several days which was already unusual, because prior they were processed pretty fast. Each passing day I added another withdrawal but nothing happened for days. So I started to to talk to the team on twitter. I got an answer that they reached out to the provider to check if its a legal win or not because it is a new account.

I wasnt sure what to make of that, arent new accounts supposed to win? And given that they advertised my big 30k win on their twitter account, it seemed strange to check a win on a live casino game like lightning roulette. What am I supposed to do, telepathically influence the ball? But anyway.

I went forward and asked the provider myself on live support with my game #id and they confirmed to me that it was a perfectly legal win. I posted the screenshot into the twitter chat but got no response.

Couple days later I tried to follow up on twitter and I got no answers anymore. I decided to contact them through email and got no answers either (I tried several times).

The weird thing is that my Account got hit again with the KYC screenblocker, even though it has been accepted prior and one withdrawal went through after I done the KYC. All new my requested withdrawals have been marked with (rejected "KYC").

So when I log into my account now it says "proceed to KYC". Once I click on that it says "Congratulations your verification was successful. You are now verified" but the window doesnt go away.

In an attempt to solve that KYC issue I have on my own terms requested a video call with a service employee to once and for all solve this issue so that I can withdraw my winnings. The video call was done on skype on Monday the 20.03. I have submitted literally everything (passport, passport in front of my face, video footage of flipping the passport, all the sites, my drivers license, billings, registration certificate, I went overboard). The employee told me that I should get a response inside 72 hours. Those hours have passed now and I still havent gotten a response yet.

On live support they tell me to write to an email address, but they never answer. On twitter they seriously blocked me after I asked for updates on my case. Pretty unprofessional behavior.

The most concerning thing is that I am being ghosted.

Hello EA92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Solcasino.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the first time your account got verified? Since when is the issue with the "KYC" ongoing? When was the last time you received a payment from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick.

The first KYC screenblocker came after I attempted my 4th withdrawal, that was around the 05.03. Three withdrawals before that went through without an issue. After I got the first KYC screenblocker I complied with everything and the KYC screenblocker was released shortly after and my withdrawal went through on the 5th of march. That was the last payment I got from the casino to this date. All other attempts were blocked due to "KYC rejected"

I spoke alot with their compliance team. Apparently their KYC is handled by a completely different appartment, namely "owl.games". They have a live support. Ive talked to them a couple times but they mostly say that I should write an email to the compliance team at risk@owl.games. I did several times but never got an answer. My last real conversation was on the skype call Monday the 20.03, where I had a video call to verify my account to the fullest. He told me that I should get an answer in the next 72 hours, but the answer never came.

Thank you EA92 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi EA92,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Solcasino.io to join this conversation and share more information regarding the case.

Could you please provide some information regarding the player's rejected withdrawal requests?

Thank you.

Best regards,

Tomas

Im happy to share that my account is opened again and I can proceed to withdraw.

I want to thank solcasino.io for their generous accomodation in this case.

I also want to thank Nick and Tomas and the casino guru team for their assistance in helping getting attention to my situation.

Thanks and happy easter holidays everybody.

Dear EA92,

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,

Tomas