Solcasino.io - Аккаунт игрока закрыт из-за подозрительной активности.

I tried to play on their website, when trying to withdraw money from the balance I received a request to confirm my identity, I confirmed it. Then they told me to wait 48 hours, and after 30 days my account was stopped for "suspicious activity". I contacted support hoping for an explanation, where I heard that some department was working on my account and I should wait 48 hours again, more than 10 days have passed. There is no result, the answer is always the same - wait.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Solcasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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1. Not long, definitely less than a week.

2. When I tried to withdraw money from my account, I received a KYC verification notice, uploaded the documents, and got a notification to contact support. I waited a month, after which I could no longer access my account, and a message about suspicious activity appeared.

3. I don’t remember exactly, I think I placed bets, maybe played some games, but it was a long time ago, and I’m having trouble recalling.

1. 4. I didn’t use any bonuses.

Hello Ramilsal1m,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Have you received any updates regarding the investigation of your account? Kindly share any updates here.

Thanks for your cooperation.

With all due respect, but this already looks like mockery on your part. Of course, nothing has changed, this site simply took my money and stopped the account, they do not want and will not do anything, in my opinion, this is already obvious. I was waiting for help and information from you, you come 2 weeks later and ask if nothing has changed?! No.. it has not changed.. and will not change.. I was counting on your help, but it looks like there will be no help.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]), 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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Solcasino.io representative to join this conversation.

Dear Solcasino.io,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the New Brunswick Gaming Authority (https://casinoguru-en.com/licensing-authorities/new-brunswick-license) and submit a complaint to them. Gambling Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova