Solisbet Casino - Výběr hráče je zpožděn.

Hello.

I made a deposit to solisbet on 17.09.2024 and got their welcomebonus.

I finished wagering the bonus and tried to withdraw but it asked me to upload documents for verfication,

So i uploaded the documents which are still pending because they have not even looked at it yet.

On 01.10.2024 i recieve an email where they ask me 4 question and i replayed to that email but i have not heard anything from them and they dont send me my money.

If you want to see the emails ia can forward them to you.

Thank you

Dear leblancendombe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process, but two weeks should be more than enough time to review all documents as well as the player's activity.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hi,

I uploaded the requested documents on their website for verification ID and bank statement.

I understand it can take time, but in this case it has gone more than a month.

The thing is that they do not even respond to my emails sent after i replyed to thir questions and i noticed they have not even checked my documents.

It is like they do not even care.

hello, are you checking my case?

Thank you very much for your reply, leblancendombe. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you the conversation between me and solisbet to your e-mail.

I see that the casino informed you that your winnings were confiscated due to a link between your and a few other casino accounts.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Can you confirm that you only created one account at this casino? If you did, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?

Hi.

I played slot machine.

I am the only one who created an account at solisbet,

there is 0% chance someone else created any account there from my household and IP.

I won playing with an active bonus.

Thank you very much, leblancendombe, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear leblancendombe,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Solisbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Solisbet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hello there,

We would gladly forward all of the conversations and all the evidence about this case, so you can do your verdict.

Kind regards,

Hello,

We’re sharing documentation related to the player accounts "leblance" and "Leblance91." We’ve uploaded six screenshots from our backend, showing the connection between these two accounts. Hopefully, this evidence will support your review and verification process.

Let us know if you need any more details.

Kind regards,

Dear Solisbet Casino,

Thank you for providing the screenshots from your backend.

Could you kindly provide additional details regarding the second account (Leblance91)? Specifically:

• Is it correct that this account was accessed only once after registration and has not been used since?
• Were there any transactions associated with this account, such as deposits, withdrawals, bonus claims, or gameplay?

Thank you in advance for your cooperation.

Dear leblancendombe,

The casino has provided screenshots from their system clearly showing two accounts that appear to belong to you, based on the suspiciously similar email addresses and registration IP. Could you please confirm if you are aware of this second account? If so, I would appreciate an explanation as to why a duplicate account was created at Solisbet Casino.

Thank you.

Hello,

We have uploaded screenshots from both the Live Chat and our platform, which clearly show that the account in question (Leblance91) utilized the free spins granted upon registration.

Should you require any further details or documentation, please do not hesitate to reach out.

Best regards,

Hello,

I have no idea of the account leblance91 from Finland.

I am from Norway.

I have never even been to Finland.

Dear Solisbet Casino,

Could you kindly clarify how the "Country" records are assigned in your backend? It appears that there is no option for users to input their country during the registration process or within their account settings. Is this field automatically assigned by the system, possibly based on the IP address?

If so, I noticed a discrepancy in a particular player's account, where the assigned country does not align with the actual IP location, which is in Norway. Could you please provide more insight into how this process works?

Thank you for your attention and cooperation. I look forward to your response.

Dear Kubo,

We would like to clarify that the "Country" field in our system is automatically assigned based on a configuration related to our payment processing system. In this case, all players are assigned "Finland" as their country due to a predefined setting on our end. This does not reflect the players' actual location.

This can also be seen in the screenshots we provided.

We hope this explanation provides clarity. Should you have any further questions or require assistance, please do not hesitate to reach out.

Best regards,

Dear Solisbet Casino,

Thank you for the clarification.

Dear leblancendombe,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to the other account, which was created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best regards,

Kubo