Sol Casino - Spillerens indskud krediteres ikke kontoen.

I have made several deposits and unfortunately, 2 were marked as being processed. One for 100 Euros and another for 140. From the 30th of September until now, I have not received any credit or gotten my money back.

Ich habe mehrere Einzahlungan getätigt leider wurden 2 als in Bearbeitung markiert. Eine über 100 Euro und eine über 140. Beide vom 30.09 bis heute habe ich keine Gutschrift oder mein Geld zurück.

Dear mirenaadem,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Yes, I have made successful payments several times.

Here are a few payments canceled. But this was because I confirmed it too late with my credit card.

Ja ich habe schon öfter Zahlungen getätigt erfolgreich.

Hier sind ein paar Zahlungen storniert. Dies lag aber daran das ich es zu spät bestätigt hatte bei meiner Kreditkarte.

Thank you for your reply, mirenaadem. Have you already contacted the bank so that they can start the investigation of lost funds?

Unfortunately my bank cannot support me with this. I consciously confirmed the payments and was told and had to confirm each payment individually. This means I can only hope to receive the money from SOL.CASINO.

Meine Bank kann mich da leider nicht unterstützen. Ich habe die Zahlungen bewusst bestätigt wurde mir mitgeteilt und musste jede Zahlung einzeln bestätigen. Dadurch kann ich nur hoffen das Geld von Seiten des SOL.CASINO zu erhalten.

Do I understand correctly that you didn't start an investigation of lost funds with your bank? The vast majority of cases like this were simply resolved within days or weeks after players contacted the payment provider.

Have you tried contacting the casino regarding this issue? 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.

Unfortunately I can't take a screenshot of this, but I will ask my bank for a statement by email

Leider lässt sich davon kein Screenshot machen jedoch werde ich meine Bank um ein Statement per Email bitten

Alright, please forward it to me when you receive it together with the communication between you and the casino. Thank you very much.

Dear mirenaadem,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.