Sol Casino - Hráčovy pokusy o sebevyloučení byly přehlédnuty.

Good day! Casino didn't do my self-exclusion, tried to delay it with unnecessary questions and continued to take deposit! Since no further questions are required in the case of self-exclusion, this procedure is unacceptable! I would like to take legal action against the casino! Does anyone know a contact point in this regard or a lawyer who is well versed with the matter! Legal protection cover provided by supplementary insurance!

Guten Tag! Casino hat meinen Selbstausschluss nicht durchgeführt, versucht diesen mit unnötigen Fragen hinauszuzögern und hat weiterhin Einzahlung entgegengenommen! Da es bei einem Selbstausschluss keiner weiterer Fragen bedarf ist dieses Vorgehen inakzeptabel! Ich würde gerne rechtliche Schritte gegen das Casino einleiten! Kennt jemand eine Anlaufstelle diesbezüglich oder einen Anwalt der sich mit der Materie gut auskennt! Rechtsschutzdeckung durch Zusatzversicherung gegeben!

Dear Ares1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found (here):

„Self-exclusion

If you believe that playing at the online casino has stopped being a form of entertainment and adversely affects your life, contact the support service and request a temporary or permanent restriction of your account."

Is this email address support-en@sol.casino the one where your requests have been sent?

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,

Petronela

Dear Ares1981,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.