Solisbet Casino - Player's withdrawal is delayed.

Hello.

I made a deposit to solisbet on 17.09.2024 and got their welcomebonus.

I finished wagering the bonus and tried to withdraw but it asked me to upload documents for verfication,

So i uploaded the documents which are still pending because they have not even looked at it yet.

On 01.10.2024 i recieve an email where they ask me 4 question and i replayed to that email but i have not heard anything from them and they dont send me my money.

If you want to see the emails ia can forward them to you.

Thank you

Dear leblancendombe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, but two weeks should be more than enough time to review all documents as well as the player's activity.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hi,

I uploaded the requested documents on their website for verification ID and bank statement.

I understand it can take time, but in this case it has gone more than a month.

The thing is that they do not even respond to my emails sent after i replyed to thir questions and i noticed they have not even checked my documents.

It is like they do not even care.

hello, are you checking my case?

Thank you very much for your reply, leblancendombe. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you the conversation between me and solisbet to your e-mail.

I see that the casino informed you that your winnings were confiscated due to a link between your and a few other casino accounts.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Can you confirm that you only created one account at this casino? If you did, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?

Hi.

I played slot machine.

I am the only one who created an account at solisbet,

there is 0% chance someone else created any account there from my household and IP.

I won playing with an active bonus.

Thank you very much, leblancendombe, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 leblancendombe,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Solisbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Solisbet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hello there,

We would gladly forward all of the conversations and all the evidence about this case, so you can do your verdict.

Kind regards,

Hello,

We’re sharing documentation related to the player accounts "leblance" and "Leblance91." We’ve uploaded six screenshots from our backend, showing the connection between these two accounts. Hopefully, this evidence will support your review and verification process.

Let us know if you need any more details.

Kind regards,

Dear Solisbet Casino,

Thank you for providing the screenshots from your backend.

Could you kindly provide additional details regarding the second account (Leblance91)? Specifically:

• Is it correct that this account was accessed only once after registration and has not been used since?
• Were there any transactions associated with this account, such as deposits, withdrawals, bonus claims, or gameplay?

Thank you in advance for your cooperation.

Dear leblancendombe,

The casino has provided screenshots from their system clearly showing two accounts that appear to belong to you, based on the suspiciously similar email addresses and registration IP. Could you please confirm if you are aware of this second account? If so, I would appreciate an explanation as to why a duplicate account was created at Solisbet Casino.

Thank you.

Hello,

We have uploaded screenshots from both the Live Chat and our platform, which clearly show that the account in question (Leblance91) utilized the free spins granted upon registration.

Should you require any further details or documentation, please do not hesitate to reach out.

Best regards,

Hello,

I have no idea of the account leblance91 from Finland.

I am from Norway.

I have never even been to Finland.

Dear Solisbet Casino,

Could you kindly clarify how the "Country" records are assigned in your backend? It appears that there is no option for users to input their country during the registration process or within their account settings. Is this field automatically assigned by the system, possibly based on the IP address?

If so, I noticed a discrepancy in a particular player's account, where the assigned country does not align with the actual IP location, which is in Norway. Could you please provide more insight into how this process works?

Thank you for your attention and cooperation. I look forward to your response.

Dear Kubo,

We would like to clarify that the "Country" field in our system is automatically assigned based on a configuration related to our payment processing system. In this case, all players are assigned "Finland" as their country due to a predefined setting on our end. This does not reflect the players' actual location.

This can also be seen in the screenshots we provided.

We hope this explanation provides clarity. Should you have any further questions or require assistance, please do not hesitate to reach out.

Best regards,

Dear Solisbet Casino,

Thank you for the clarification.

Dear leblancendombe,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to the other account, which was created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best regards,

Kubo

Dear Solisbet Casino,

I have reopened this complaint at the player's request and, after further reevaluation, I am still struggling to understand why the player would risk the entire balance on their account by creating a second account only to claim the free spins for registration. Typically, we do not consider matching IP addresses as substantive evidence of multi-accounting, as IP addresses can be shared between users connecting at the same access points, which is common in neighborhoods. However, in this particular case, there were multiple flags that supported our suspicion and the decision made.

At this point, I would like to revisit the investigation, taking into account the previously provided evidence, as well as considering the simple question: WHY?

Therefore, I kindly request that you provide the full gameplay logs for both of these accounts, as well as any other relevant information related to this case.

Thank you for your cooperation.

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.

What is happening?

Their time runs out in 2hours,

Why are they not responding?

Dear leblancendombe,

I apologize for any inconvenience caused by the delay. It’s possible that the casino missed the notification email, perhaps due to their unavailability during the recent winter holidays. I have reached out to the casino representative through an external channel and am currently awaiting their response.

In the meantime, could you please share the date when you requested the withdrawal? Additionally, please attach proof in the form of the confirmation email you received when you submitted your withdrawal request. You can send the evidence to my email at jakub.m@casino.guru.

Thank you for your understanding and patience.

Yes to be fair it has been hollidays,

So let us give them some more time.

Since it has gone over three months since i requested my withdrawal i can not longer see it in transaction hitsory on their website.

They do not send out confirmations regarding withdrawls I only recieved emails regarding verification.

Do you want me to forward them?

Dear leblancendombe,

Thank you! Sure, please forward the confirmation to my email: jakub.m@casino.guru.

Dear Solisbet Casino,

Could you kindly respond to this complaint at your earliest convenience?

I forwarded the emails to jakub.m@casino.guru

Dear leblancendombe,

I regret to inform you that the casino has not responded to my additional inquiries, despite multiple attempts to reach their representatives through various channels. Unfortunately, all efforts to obtain clarification were unsuccessful.

After an internal review, we concluded that while the evidence provided by the casino was comprehensive, it lacked the necessary clarity to conclusively demonstrate bad faith or an attempt to abuse the bonus system on your part. For example, if the funds in question were already present in your account, it seems illogical that you would risk your entire balance by creating a second account solely to claim free spins before withdrawing. However, the casino has not provided clarification on this matter.

Although we respect the importance of adhering to Terms & Conditions, including the prohibition on multiple accounts, the evidence in this case does not sufficiently substantiate a clear breach, nor does it convincingly point to an abuse attempt. In such instances, we believe a fair resolution would be for the casino to pay out the winnings. However, the casino has either overlooked or ignored multiple notifications seeking clarification.

As a result, and given the lack of certainty surrounding the issue, we have decided to reclassify this complaint as unresolved. I understand this is still not the outcome you were hoping for. Nevertheless, we hope the casino recognizes the unresolved nature of this complaint and reconsiders addressing the matter more thoroughly. Should they provide a response in the future, we will promptly reopen the complaint and notify you via email.

Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.

Best Regards,

Kubo