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Solcasino.io claims my account was banned "because KYC failed & arbitrage betting".

When i asked them for evidence they just said my account wouldn't be reopened and refuse to provide any evidence for either of those claims.

I deposited around 1.5k USDT and would like to be refunded since no profit or loss was made.

Dear fragoso21, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Has your account been blocked only after you submitted your identity documents for verification?

Is there any possibility that you already created an account in this casino in the past?

Am I correct in understanding that you placed only one bet on sports before your account was blocked?

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

Best regards, 

Veronika

Hey.

I used my phone and mobile data to login and place bets so apart from using cloudflare 1.1.1.1 DNS on my phone its pretty much impossible someone would be on the same ip as me.

My account was locked after initiating a withdrawal request. I would get a popup asking for KYC and it wouldnt let me do anything else. It was only 7~ days after submitting KYC that it got blocked once I talked to live chat.

I have had no accounts in this casino in the past, I've used websites with the same exact platform but never the same company as Solcasino.

I did place ONLY 1 bet in sports (i placed around 250$ usd or so 5x in the same match), which they claim to have been arbitrage and decided to refund. While it's clear to me that it's not arbitrage I couldnt care less about the bet being cancelled and it's certainly not why I'm here.

Thank you for your reply. Just to clarify, has the casino specifically promised to refund your deposit? If so, have you received any communication from them confirming this?

Please understand that, as much as we would like to assist, our Complaint Resolution Center is dedicated to issues with online casino gaming, and we lack the resources and insight to investigate matters specifically related to sports betting. If your concern is limited to a single sports bet, this falls outside our area of expertise, and we may not be able to pursue it further.

No, they just blocked my account.

My issue is completly unrelated to sports betting, the bet was even cancelled by their sportsbook provider so no profit was made.

I deposited 1500USDT and I'm asking for 1500USDT back, nothing more.

I performed KYC about 15m after being asked and got an error saying KYC failed. when I reached out to the support team they claimed it had been used on another account, even though it hasn't + they were unwilling to provide any evidence of this.

Thank you very much, fragoso21, 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.

Okay, let me know if any additional info is needed from me.

Hello fragoso21,

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

We would like to invite Solcasino.io to join the conversation.

Dear Solcasino.io,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

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.

Dear fragoso21,  

I wanted to take a moment to update you on my progress. I have made contact with Solcasino, and they have shared some insights regarding the reasoning behind their decision. I anticipate receiving a more comprehensive response from them shortly.

Dear fragoso21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Okay, still waiting on additional info.

Thank you for all the provided information and evidence, Solcasino.io Team.

Dear fragoso21,

After a careful review of the information and evidence provided by the casino, I regret to inform you that I am unable to proceed with your complaint. Regrettably, you did not pass the verification process for legitimate reasons, because the documents you submitted for the KYC have already been submitted in relation to a different account. Furthermore, your account is linked to other accounts that were also flagged for 'Incorrect/suspicious bets made by the sports/esports provider, like you did as well. The casino team's actions were according to its established rules, as was communicated to you previously. As a result, we must decline this complaint.

I am sorry we could not be of more help on this occasion. I can only recommend you follow the established rules in any online casino. 

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru