Solisbet Casino - Hráč si stěžuje na neúčinné sebevyloučení.

I asked my account to be self excluded, since I have issues with gambling. I was told they would make an request, but I didn't know it could take 3 days to get it closed. So I went to play again and I lost some money. After I went to complain about it, suddenly it was possible to close account in minutes. now they offered to compensate me generously due the issue. They said they have to reopen my account, so I said it's fine. Then they added 10 free spins on my account (so generous, wow!!) So I didn't take the offer and closed my account again and yet again it was done in minutes. So why wasn't it closed straight away when I first asked.

Dear Jorms,

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

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

Do I understand correctly your account was closed after several days in the casino due to self-exclusion?

Do I understand correctly your casino account was temporarily made available to you but later permanently disabled?

Could you please explain when you deposited 80€ into the casino?

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,

Tomas

I asked for my account to be closed via live chat and with email. But after like 30 hours I noticed I could still play and made a few deposits. Then I went to complain why isn't the account closed, and only after that they did it.

Could you please send me your initial request for self-exclusion you sent via email to the casino?

Please forward the email to tomas@casino.guru

Sent it.

Thanks for your patience.

Please note we understand if the self-exclusion you request via email takes time to process. If your account has been closed after approximately 24 hours since your initial request we would consider the delay as reasonable.

Please let me know if your account is currently blocked.

Please let me know if there is any information I overlooked, otherwise, I'll close the complaint.

The problem is I asked live chat first, then with email +10 hours later. Then when I went to complaint about it +35 hours laters, it was suddenly done immediately. So it could have been done when I first went to the live chat.

I am genuinely sorry but still, we would consider the response time to be adequate, and won't be able to help you with your request for a refund of the 80€.

Of course, the fact the casino enticed you with free spins after you informed them about your issues is unacceptable. Fortunately, the situation didn't lead to any further losses for you. I cautioned the casino not to use such practices in the future.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry for the disappointing result of your complaint. Even though we weren't able to help on this occasion, please do not hesitate to contact us if you run into issues with any online casino in the future.

We’ve reopened this complaint at the request of Jorms. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The message from the player:

"Can we re-open this. They opened my account, altho I have asked it to be closed due gambling problem."

Dear Jorms,

Could you please let me know if you have any other information regarding the case before we contact the casino?

Is there any deposit you would like to have refunded since your account has been reopened?

Yeah, can I send screenshots via email?

Nvm I uploaded some, can you keep them private.

Thank you very much, Jorms, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Jorms,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Solisbet Casino,

Can you please explain why you have reopened the player's account despite it should have been closed?

Thank you in advance for your cooperation.

Kind regards,

Tomas

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.

Should I contact their license holder or do you have any advice Tomas?

Hello Jorms,

I'm currently trying to get in touch with the casino's representatives internally, and therefore, extending the timer by another seven days to see what can be achieved.

Thanks for your patience.

Hello there,

We hope this message finds you well!

First of all, we want to apologies to Jorms, our support team did handle the situation badly and offer him a wrong compensation taking in consideration his addiction.

Second, we would have pay the deposits back in case he had lost them all.

Our support team will do it's best to avoid situations like this happening in the future.

Kind regards,

I think you are referring to the original problem, but the bigger problem is you reopened my account altho I'm gambling addict. It's kind of wrong that it's easier to get account reopened than to get it closed when you have a problem.

Dear Jorms,

Can you please confirm if your account is now open or closed? Thank you.

Now it's closed. But the fact they reopened it cost me quite a lot.

Could you please provide the exact date on which your account was reopened and for what time period?

I think it was 13.10 when They reopened it or so the uploaded screenshot would suggest. Then it took quite sometime to get it closed again.

And what was the specific amount you lost during that time?

That's deposit history from that day. So it's easily +300€. Can you keep the screenshot private, thanks!

What should we do now Tomas? It seems they only answer when you contact them internally.

Dear Jorms,

I would like to inform you that the internal investigation has been finished. Now, we are waiting for the casino's decision, and once it's known, they will post it here. Therefore, I will extend the timer by another 7 days. Thanks for your patience.

..

Well, I don't think it's going to be good news, since they are waiting for the timer to run up. Any chance you can Tomas ask them what's up and after that we can finally close the complaint.

Hello there,

We are going to refund Jorms.

We will contact the Jorms up to 3 business days to refund his deposit from October.

Kind regards,

Dear Jorms,

I hope this is good news!

Kindly let us know once the refund has been completed so we can consider this case resolved. Thank you.

They refunded me. Thanks Tomas for your help!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jorms, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Tomas

Casino.Guru