Sol Casino - Hráčův účet byl uzavřen kvůli údajným falešným dokumentům.

Hello, I am actually from Russia and I use VPN because without it I cannot access your site.

My problem is that I registered at the casino, made a deposit, won some funds, and requested a withdrawal. After that, my account was blocked for alleged fake documents, according to the casino support.

All the information I provided is mine, and I am ready to confirm it with statements and receipts.

I request your assistance!

Здравствуйте, на самом деле моя страна Россия и я использую впн потому что без него не заходит на ваш сайт.

Моя проблема в том что я зарегистрировался в казино и сделал депозит выиграл средства и поставил их на вывод после чего меня заблокировали за поддельные документы, это со слов казино поддержки.

Все данные мои и я готов их подтвердить выписками и чеками.

Прошу помощи!

Hello goldman996666,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sol Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the casino allow you to use VPN? Did they have any issue with that? Can you please forward the documents the casino claim to be fake to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I didn't use vpn to play in their casino, I use it to go to your site, I'm from Russia, not France. I'll send the documents to your email

Я не использовал впн для игры в их казино, я использую его для того чтобы зайти к вам на сайт, я из России, а не из Франции. Документы отправлю на почту

I can also show a screenshot with confirmation of data on state services that the passport is valid

Могу также показать скриншот с подтверждением данных на гос.услугах что паспорт действителен

You can check it by entering the data on the government services website.

Проверить можете и вы введя данные на сайте госуслуг

Hello goldman996666,

Was only the passport the problem or they refused other documents as well?

I only provided my passport, no other documents are needed for verification on their website.

Я предоставлял только паспорт, другие документы ненужны для верификации на их сайте

They first verified my account and after I put the funds up for withdrawal they blocked it and stated the reason as forgery of passport data

Они сначала верифицировали мой аккаунт и после того как я поставил средства на вывод заблокировали и указали причину подделка паспортных данных

Thank you goldman996666 for all the information provided. There does not seem to be any issue with the passport on the first sight so your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay, I'm ready to help you)

Хорошо я готов помогать вам)

Hello goldman996666,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

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

Dear Sol Casino,

Can you please provide more information as to why you considered the player's document not genuine? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

I also want to point out that my balance indicated in the application differs from what was on the site because the ETH currency was not selected, my real balance on the site is 2.269 eth

Ещё хочу указать что мой баланс указанный в заявке отличается от того что был на сайте потому что не выбралась валюта ETH, мой настоящий баланс на сайте 2.269 eth

Hello, Casino Guru representatives! The player's account has been blocked due to the clause 5.3:

By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any changes are to be made to this information, you must update your data at your own initiative and without delay. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions (bonuses, winnings) and/or the closure of your account.

Details will be sent to email michal.k@casino.guru.

Best regards,

Sol Casino!

I would also like to provide a screenshot of the correspondence with the casino

хотел бы так же предоставить скриншот с перепиской с казино

I also want to say that I indicated all the data correctly and did not change them, so I did not violate the rules.

Хочу так же сказать что я указал все данные верно и не менял их соответственно правил я не нарушал

Thank you for your email along with the evidence, Sol Casino team.

Dear goldman996666,

After carefully reviewing the information and evidence provided, I regret to inform you that I am no longer able to pursue this case.

It is an industry standard that all players must provide valid original, unaltered documents held in their name for KYC and AML purposes. Providing false, edited, or forged documents, as it appears to be in this case, is unacceptable in any casino. If this is detected, casinos have the right to cancel the withdrawal and permanently close the player's account. We agree with the casino's reasoning, as communicated to you by their team.

Given these circumstances, I cannot assist you further, and this complaint will now be closed as rejected.

Best regards,

Michal

Casino Guru