Solisbet Casino - Player's self-exclusion request ignored.

Dear Sir/ Madam,

I asked my account to be self excluded in the end of November, since I have issues with gambling for 6/ 7 years. I sended a e-mail to the support department and also in the live chat (which told me I had to sent it to the support e-mail). I asked to close my account and if they are able to refund some of my total deposits (most of that day that went wrong). I got the following answer that they are only willing to give me a small cashback so I can play or even withdraw. But there was no account closure.

So I went to play again and I lost some money in the next days and weeks after. After I went to complain about it again (and even with a special vip assistent I got), suddenly it was possible to close account in minutes. I give them a few signs of my gambling problems and it was not possible to exclude myself on the website by myself.

They played with my gambling problem and even after I asked the close my account they didn’t protect me and I lost more and more money after that (over 4000).

My account is just closed now but they didn’t protect me last month. Is there anyway I can receive a percentage of my money back now, because of a mistake they made? Last week I started to get help with my problems and this would help a bit.

All the help is welcome, thank you very much in advance!

Hello Mellatjuh,

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 advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear Nick,

Thank you for your swift reply and information!

The email that I send in November, I asked for a refund and a account restriction because of my mistakes of gambling/ gambling problems (addiction). I also told them I have been struggling for 7 years with this. And that they are not protecting me for this with limits etc.

I only received A email for a potential cashback (10%) but they didn’t blocked my account. I can sent you the email and answer if you would like to.

Is this clear enough?

thank you!

kind regards,

Mel

Hello Mellatjuh,

Can you please forward the exact same e-mail you sent to the casino to nikolas.b@casino.guru?

Dear Nick,

I have send you the 3 e-mails about this case.

If you have any questions about this, let me know.

Thank you very much in advance!

Dear,

We have resolved the case with the casino, please close the case. No further action needed. Thank you!

Dear Mellatjuh,

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,

Casino.Guru