Solisbet Casino - Player requests refund after failed self-exclusion.

I want to have a refund of all my deposits made A total of 800 EURO on 23/02/2023

Reason for this request was that prior to my losses i hade contacted the live chat support to close my account because of my problem gambling and how it was causing trouble for me. But they never closed it and i found myself depositing. I have no evedince of the chat log because i hade thought the casino would honor my requests.

Dear distup,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Solisbet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@Solisbet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Hello

I dont have screenshots of me requesting the account to be closed or emails, I contacted them on there live chat support multiple times telling them to permanently close my account because of the trouble gambling was causing me. I do believe they have chat logs of that.

Hello

I wish to add that they immediately closed my account through chat agent but only after i hade lost 800 euro in few hours.

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

Hello distup,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, without any evidence from your side to prove that you informed the casino about the gambling problem you have, we won't be able to help much. It is strongly advisable to inform the casino about your gambling issues via email and keep this as a potential future reference or a live chat screenshots or transcript. As my colleague Petronela mentioned, when applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. A very important step is to inform the casino before you deposit your money. When you lose any funds prior to informing the casino about your gambling problems, the recovery of the lost funds is in most cases not possible anymore. The player's personal responsibility plays an important role in such situations as well.

I will contact the casino to shed more light on this matter.

We would like to invite Solisbet Casino to join the conversation.

Dear Solisbet Casino,

Can you please double-check when has the player informed you about their gambling problems? Please forward me the player's livechat history at michal.k@casino.guru for review.

Hello there,

We would gladly forward all of the conversations with the customer, so you can do your verdict.

Kind regards,

Hello,

The casino can forward it to my email: Ismaelbouamar@hotmail.com

Dear Solisbet team,

I appreciate the information and evidence you've shared. I will examine it thoroughly and respond at a later time.

Could you kindly share the player's live chat history with them too? I believe this should not be a problem for you.

Hello there,

We will forward the chat log to the customer.

Kind regards,

Hello.

Solisbet Casino can forward the files to following email adress: Ismaelbouamar@hotmail.com

Kind Regards,

Hello

I have checked the files they have sent me and I can be 100% sure they have are withholding transcripts and also showing them incomplete. I have zero confidence this complaint will result in a refund and Casinoguru Can close this complaint now.

Thank you!

Hello

Also I have this screenshot of a chat of how customer unfriendly they and not wanting to share relevant information about the case, because i have open a complaint file on casinoguru.

Dear distup,

After reviewing your live chat history, I can confirm that you have not informed the Solisbet team about your gambling issues, as you claimed. In fact, you had your account closed and later demanded a cashback bonus from your previously fairly lost funds. Once you were informed that, unfortunately, you missed the deadline when the cashback could be claimed, you started to be quite rude. The first time you mentioned gambling issues to the Solisbet team, and there is evidence of it, was on March 3, 2024. We know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, however, the player's personal responsibility also plays an important role in these situations. Please understand that responsible gambling options and policies are in place to prevent gambling addiction and help players struggling with gambling addiction prevent unintentional losses. It is not a way to get back previously fairly lost funds. It is mandatory to clearly inform the casino team about your gambling issues before you deposit any money.

To your statement:

I have checked the files they have sent me and I can be 100% sure they have are withholding transcripts and also showing them incomplete. 

Unfortunately without any supporting evidence from your side to back this up, I'm not able to confront the casino team about this.

While I would like to assist you, regrettably, after gathering all the necessary information I'm forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino.Guru