Sol Casino - El jugador afirma que el pago se ha retrasado.

I asked for a SWIF withdrawal to an account that was registered with Sol but I already had that bank account closed so I contacted sol but they claim they haven't received the refund, I asked for proof of payment and they refused to give it to me! So I have no proof that I can contact the bank where I had the account that they supposedly paid into! I've already explained the situation to them and they've asked them to request a receipt from the entity that makes the payments to them or to ask for the amount back since it was sent to an account that has already been closed for months, but they won't give me a receipt or ask for the amount back! So I find myself at a loss as to what to do!

Pedi um levantamento SWIF para uma conta que estava registrada no sai-te da Sol mas eu já tinho essa conta bancária fechada entretanto entrei em contacto com a sol mas eles alegam não terem recebido o estorno do valor, pedi um comprovativo de pagamento e eles se negaram a a me facultar o mesmo! Assim não tenho nenhuma prova para que posso contactar o banco onde tinha a conta para onde supostamente eles fizeram o pagamento! Já lhes expliquei a situação e eles, para que eles faça um pedido a entidade que lhes fazem os pagamentos de um comprovativo ou que peçam o valor de volta uma vez que foi enviado para uma conta que já está fechada a meses, no entanto eles não me dão um comprovativo nem fazem um pedido de estorno do valor!. Assim encontro me sem saber o que fazer!

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Dear Heldermfa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand that it is normal for payments to take some time for various reasons, but in this case it will be impossible for them to pay since the IBAN to which they claim to have made the payment is from an account that was already closed at the time of withdrawal, so I just need them to make a request for a refund of the amounts but they don't tell me that they are going to do it, nor do they give me a proof of transfer so that I can try to do it myself at the bank to which the amount was supposedly transferred!

Compreendo que seja normal demorar algum tempo nos pagamentos por vários motivos, mas neste caso será impossível eles pagarem uma vez que o IBAN para o qual dizem ter feito o pagamento é de uma conta que já estava fechada no momento do levantamento, assim apenas preciso que eles façam um pedido de estorno dos valores mas eles não me dizer que o vão fazer, nem me dão um comprovativo de transferência para que eu mesmo tente o fazer na enfitado bancária para o de foi supostamente trnasferido o valor!

Dear Heldermfa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon

So far the refund of the amount to my Sol balance has not been made even after several contacts with the chat support, they still add that it can take weeks and weeks, they also refused every time to provide proof of transfer! I am waiting for an answer and help! Thank you

Boa tarde

Até agora os estorno no valor para o meu saldo do site Sol não foi feito mesmo depois de vários contactos com o suporte do chat, ainda acrescentarão que pode levar semanas e semanas, também se negaram todas a vezes a apresentar um comprovativo de transferência! Aguardo uma resposta e ajuda! Obrigado

DearHeldermfa, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Heldermfa,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla