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I am submitting this complaint regarding my experience with Solcasino and am requesting that Casino Guru investigate the circumstances surrounding approximately $20,000 in losses on my account.

My main concern is that I explicitly told Solcasino that I was experiencing significant stress, anxiety and depression related to my gambling and asked them to ban/close my account. Instead of properly restricting my gambling access, Solcasino blocked my access to live support. I believe this is particularly concerning because I had specifically asked them to prevent me from continuing to gamble.

I would like Casino Guru to investigate whether Solcasino appropriately handled my explicit request for a gambling ban/self-exclusion and, importantly, whether I was still able to deposit and gamble after making that request.

There are also several other issues that caused me serious concerns about the fairness and reliability of my experience:

I experienced situations where cash-outs/withdrawals would not work when I was winning, including problems with withdrawing winnings.

I experienced situations where games would close or become unavailable after I started winning.

I was blocked from live support rather than having my gambling access properly restricted after I told the casino that I needed to be banned.

While playing Lightning Roulette, I experienced repeated visual glitches, particularly during larger bets. On some occasions, the displayed video appeared to show the ball landing in a position that did not appear consistent with where I believed the ball had actually landed.

I also noticed unusual issues with the live broadcast. For example, the Lightning Roulette host was asking viewers who they were rooting for in this year’s Super Bowl even though the Super Bowl had already taken place weeks earlier. This raised additional concerns for me about the reliability/currentness of the live broadcast.

I believe the combination of these issues significantly undermined my confidence in the fairness and reliability of the games and my ability to withdraw funds.

I am not asking Casino Guru simply to accept my allegations without verification. I am asking Casino Guru to investigate the matter and, where possible, obtain the relevant records from Solcasino.

In particular, I would like Solcasino to provide or explain:

The exact date and time my request to be banned/self-excluded was received.

What action Solcasino took after receiving that request.

Why my gambling access was not immediately restricted if I explicitly requested a ban.

Why my live-support access was blocked instead.

Whether I was able to deposit and gamble after requesting the ban, and how much I lost after that request.

The records relating to my failed withdrawals/cash-outs.

The relevant game/round IDs and official results for the Lightning Roulette sessions in question.

Any available technical logs or recordings relating to the roulette rounds where I experienced the visual glitches.

An explanation for the unusual live-broadcast issues I experienced.

I am requesting that Casino Guru investigate the entire matter, with particular attention to my explicit request to be banned/self-excluded and what happened afterward. Given the circumstances, I am seeking reimbursement of approximately $20,000, or whatever amount Casino Guru determines is appropriate based on the evidence and any losses incurred after my explicit request to be banned.

I understand that gambling losses normally do not automatically entitle a player to a refund. My complaint is specifically about the circumstances surrounding my losses, my explicit request for a gambling ban, the failure to properly restrict my access, withdrawal/cash-out problems, and the additional concerns regarding the live games.

Thank you

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Solcasino.io. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
• Could you please confirm when exactly did the Lightning Roulette session take place?

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,

Attila

I currently still have access to my Solcasino account.

My original self-exclusion/ban request was made through Solcasino’s live support chat. Unfortunately, I no longer have screenshots or access to that chat because Solcasino subsequently removed/blocked my access to live support aswell. I therefore cannot provide the original transcript myself. But I can show they blocked me from viewing they history.

I am asking that Solcasino be required to check its internal records and provide the date/time of my request, the content of the conversation, what action was taken on my account, and my deposits/gambling activity after the request.

I do not want to misrepresent the evidence I have, so I want to be clear that I cannot provide a screenshot of the original chat. However, I am certain that I explicitly requested that my account be banned/self-excluded because I was struggling with gambling and wanted to stop.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Solcasino.io Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@solcasino.io (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Sb_5btc_help,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru