HomeComplaintsSolisbet Casino - Player's withdrawal has been delayed for a month.

Solisbet Casino - Player's withdrawal has been delayed for a month.

Amount: $478

Solisbet Casino
Submitted: 29 Jan 2025
Case opened Current status

Waiting for casino to reply

6d 3h 23m 6s

Case summary

The player from Kazakhstan is facing a month-long delay in withdrawing $300 from the casino, with their initial request canceled and no response from support. Their account is fully verified, but they are unable to contact support as live chat is no longer available, raising concerns about the casino's legitimacy.

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Translation

Hello, I'm reaching out to you for help in clarifying this situation.


I've been trying to withdraw money from the casino for a month now.

The withdrawal request was initially made on 12/30/2024.

This request was canceled.

I created a new request on 01/15/2025 for the amount of 300 USD, and there has been no result so far.

Support through email does not respond. The live chat has stopped working. I can't get in touch with them at all. There was no explanation for the cancellation of the withdrawal from 12/30/2024. I didn't receive any notifications via email. The account is fully verified. All inquiries are being ignored.


Before this situation, everything was in order.

I registered at this casino at the beginning of December. I immediately went through verification so I could request withdrawals. I made a deposit, and they even processed withdrawals. Everything was fine until the New Year. Initially, support said it was due to the holidays, but then the live chat disappeared. The feature on the website is completely disabled.

I'd like to point out that the license icon is also missing from the site. Deposits are no longer being accepted.

It seems the casino might be closing down or it's a scam. Please help me figure this out.



Automatic translation:
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Dear Kratop,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

When was the last time you communicated with the casino customer support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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Translation

I didn't use any bonuses.

played the Crash games "FootballX", "SlicerX", PlinkoXY, and also made sports bets on American football.

The last time I communicated in the live chat. I can't say exactly when, since the Live chat is no longer available and all correspondence is also unavailable.

but I can say for sure that since December 20th they have not responded to me by email!!

and around the 10th of January the support manager disappeared from the chat (he was no longer online) my messages were not read. on the 20th of January the live chat disappeared completely. there is a button on the site, but it does not work!!


Automatic translation:
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Have you used the same payment method for your withdrawal request as you already used before? Is your payment method fully verified?

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Of course it is checked. I have previously made a deposit and made a withdrawal. Everything was fine! All my deposits and withdrawals are on screenshots

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Translation

My account was blocked. They sent me a letter by email.


"Dear Kratop,

Following a thorough review of your account, we have identified violations of our casino's rules, including actions that fall under fraudulent practices.

As per our Terms and Conditions, any winnings obtained through such activities have been confiscated. Since you have already withdrawn your deposits, no further refunds will be issued.

If you have any questions, please feel free to contact us.

Best regards,"


What they write is a blatant lie. I did not violate any rules. They simply took my money without reason. Moreover, I did not take my deposit.. The balance on the account is my deposit. This is visible from the screenshots that I attached above!! If you count all my deposits and withdrawals, then I deposited more than they withdrew!!

Automatic translation:
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Thank you very much, Kratop, 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.

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Hello Kratop,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

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


Dear Solisbet Casino,

Please forward me evidence supporting the alleged violations of your terms and conditions of which the player is being accused at michal.k@casino.guru

Thank you.

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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.

Solisbet Casino has 6d 3h 23m 6s to reply

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