Solcasino - El jugador solicita un reembolso por haber superado el límite de depósito.

On May 23, 2026, I voluntarily set a deposit limit of €10 on my Solcasino account as a self-protection measure.

On May 24, 2026, in less than 24 hours after I activated the limit, Solcasino allowed me to increase it five consecutive times, without any waiting period, time restrictions between changes, or any kind of control. This led me to deposit a total of €475 that day, money that I lost.

This behavior directly violates Spanish responsible gambling regulations, which require a mandatory waiting period before allowing an increase in a deposit limit. The platform not only failed to apply this period, but the day before, I had activated a self-protection measure, which should have alerted them that I was a high-risk player.

I have the following documentation:

• Screenshots of the application with the date, time, and exact amount of each limit change

• Official notifications from the app itself confirming each modification

• Emails from Solcasino confirming the changes

On May 25, 2026, I sent a formal complaint by email to clientes@solcasino.es requesting a refund of €475, without having received a response yet.

I request Casino Guru's mediation to recover the €475 deposited on May 24th in violation of my own self-protection limits.

El día 23 de mayo de 2026 establecí voluntariamente un límite de depósito de 10€ en mi cuenta de Solcasino, como medida de autoprotección.

El día 24 de mayo de 2026, en menos de 24 horas desde que activé el límite, Solcasino me permitió modificarlo en 5 ocasiones consecutivas al alza, sin ningún período de reflexión, sin restricción de tiempo entre cambios y sin ningún tipo de control. Esto me llevó a depositar un total de 475€ ese día, dinero que perdí.

Este comportamiento incumple directamente la normativa española de juego responsable, que exige un período de espera obligatorio antes de permitir aumentar un límite de depósito. La plataforma no solo no aplicó dicho período, sino que el día anterior yo mismo había activado una medida de autoprotección, lo que debería haberles indicado que era un jugador en situación de riesgo.

Dispongo de la siguiente documentación:

• Capturas de pantalla de la aplicación con fecha, hora y cantidad exacta de cada cambio de límite

• Notificaciones oficiales de la propia app confirmando cada modificación

• Correos electrónicos de Solcasino confirmando los cambios

El 25 de mayo de 2026 envié una reclamación formal por email a clientes@solcasino.es solicitando la devolución de los 475€, sin haber recibido respuesta aún.

Solicito la mediación de Casino Guru para recuperar los 475€ depositados el día 24 de mayo en vulneración de mis propios límites de autoprotección.

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Hello,

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

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

• Have you raised the issue with the casino already? Have you received any response from the casino?
• Was there any other responsible gambling limit active on your account?
• Have you previously benefited from the deposit limit in the past in this online casino? Has the limit worked in the past according to your expectations?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomás.

Thank you for your reply.

Yes, yesterday I sent an email to the casino explaining the problem, detailing what happened and the rules they violated, and attaching screenshots of the deposit changes as evidence. So far, I haven't received a response yet.

No, I didn't have any other restrictions at this casino; I only applied the deposit limit to have some control. But another violation was not checking my responsible gambling history, since I'm self-excluded from almost all betting sites in Spain.

I haven't benefited from deposit limits before, neither at this casino nor any other. Deposit limits have always worked normally at other betting sites, but since joining Solcasino, they haven't functioned as they should according to the regulations since I became a customer.

Here is the statement I sent to the casino:

Dear Solcasino team,

I am writing to you to file a formal complaint regarding non-compliance with Spanish responsible gambling regulations.

On May 23, 2026, I voluntarily set a deposit limit of €10 as a self-protection measure.

On May 24, 2026, in less than 24 hours, the platform allowed me to increase this limit 5-6 times consecutively, without any mandatory waiting period or time restriction between changes. I have attached as proof the emails I received from your platform confirming each modification. The first two confirm that the deposit limits were set to €10 daily and monthly on May 23; the remaining two confirm the repeated limit increases on May 24 without any waiting period.

This behavior violates current responsible gambling regulations in Spain, which stipulate that limit increases must be subject to a waiting period. The platform did not implement any controls, even though I had activated a self-protection measure the previous day, which should have indicated that I was a player at risk.

For all the above reasons, I request the return of the deposits made on May 24th that exceeded the €10 limit that I myself had set.

If I do not receive a satisfactory response within 30 days, I will file a complaint with the DGOJ, providing all available documentation.

Following this message, I left them all the screenshots from various sites, emails, notifications, and their own application where they accepted deposit changes without any control.

I just tried increasing my deposit limit at the casino to test the system, and now they're asking me to fill out a form. But before, when I increased the limit, there were no forms or waiting periods.

Thank you so much.

Hola Tomás.

Gracias por responder.

Sí, ayer mandé un correo planteándole el problema al casino, diciendo lo que sucedió y la normativa que incumplió, adjuntando también capturas de los cambios de deposito como pruebas. Hasta el momento, no he recibido respuesta todavía.

No, no tenía más limitaciones en esta casino, solo apliqué el limite de deposito para tener cierto control. Pero otra incumplieron fue no revisar mi historial de juego responsable, ya que estoy autoexcluido de casi todas las casas de apuesta de España.

No me he beneficiado anteriormente de los límites de deposito ni en este casino, ni en otro. El límite de deposito siempre ha funcionado en otras casas de apuesta normalmente, pero desde que entre en Solcasino, este límite no ha funcionado como debería según la normativa desde que entré como cliente.

Le dejo aquí el comunicado que le hice al casino:

Estimado equipo de Solcasino,

Me dirijo a ustedes para presentar una reclamación formal por incumplimiento de la normativa española de juego responsable.

El día 23 de mayo de 2026 establecí voluntariamente un límite de depósito de 10€, como medida de autoprotección.

El día 24 de mayo de 2026, en menos de 24 horas, la plataforma me permitió modificar dicho límite en 5-6 ocasiones consecutivas al alza, sin ningún período de reflexión obligatorio ni restricción de tiempo entre cambios. Adjunto como prueba los correos electrónicos recibidos de su plataforma confirmando cada modificación. Los 2 primeros son la confirmación de que se establecieron los límites de deposito en 10€ tanto diario como mensualmente el 23 de mayo, el resto son las reiteradas subidas de límite el día 24 sin ningún periodo de espera.

Este comportamiento incumple la normativa de juego responsable vigente en España, que establece que las subidas de límites deben estar sujetas a un período de espera. La plataforma no aplicó ningún control, pese a que yo mismo había activado una medida de autoprotección el día anterior, lo que debería haber indicado que era un jugador en situación de riesgo.

Por todo lo anterior, solicito la devolución de los depósitos realizados el día 24 de mayo que superaron el límite de 10€ que yo mismo había fijado.

En caso de no recibir respuesta satisfactoria en un plazo de 30 días, presentaré reclamación ante la DGOJ aportando toda la documentación disponible.

Posterior a este mensaje, les dejé todas las capturas de varios sitios, correos, notificaciones y su propia aplicación donde aceptaban los cambios de deposito sin control alguno.

Acabo de probar aumentar el limite de deposito al alza en el casino, para comprobar el sistema, y ahora sí piden que rellene un formulario. Pero anteriormente, subí al alza el límite y no me pidió rellenar formularios ni tiempos de espera.

Muchas gracias.

Thanks for your patience. I went over the description of the deposit limit as specified on the casino's website: https://solcasino.es/en/juego-mas-seguro

D. INFORMATION ABOUT THE TOOL FOR THE ESTABLISHMENT OF DEPOSIT LIMITS AND ITS OPERATION AND MODIFICATION.

The deposit limit allows the participant to determine the maximum amount he/she can deposit in a given period of time: daily, weekly or monthly. The predetermined maximum deposit limits will generally be as follows:

€600 daily.

1,500 per week.

3,000 per month.

For these purposes, the time periods shall be computed as follows:

Day: calendar day between 00:00 a.m. and midnight.

Week: period between 00:00 h on Monday and 24:00 h on Sunday.

Month: period between 00:00 h on day 1 and 24:00 h on the last day of the corresponding month.

Solcasino allows participants to voluntarily set deposit limits lower than the predetermined or generally established amounts. Each participant must make this request expressly and individually. These requests will be immediately honored.

In addition, participants may request, also on an express and individual basis, the increase of their deposit limits or the removal of any of the limits applicable to their deposit account in excess of the generally pre-determined amounts.

Such requests may be honored by Solcasino provided that the following conditions are jointly met:

That the participant has completed and passed the self-assessment test.

That the participant has not incurred in risky behaviors during the last three (3) months, according to the historical analysis of his/her playing history.

The new limits will take effect within a maximum period of three (3) days from the fulfillment of the above requirements.

A new increase in the limits established by the participant above the generally predetermined amounts may not be requested until three (3) months have elapsed since the last approved increase.

Based on this information, the setting of limits at or below the specified amounts would be honored immediately. It appears the deposit limits in the casino worked as intended. Please let me know if there is any other information we might not have considered.

Looking forward to your reply.

Thank you for your response and for sharing Solcasino's official policy on deposit limits.

However, I must point out a fundamental contradiction in the conclusion reached. The policy they themselves shared clearly states that increasing a deposit limit requires three mandatory conditions: passing a self-assessment test, a three-month history of no risky behavior, and a three-day waiting period. Furthermore, it expressly states that a new increase cannot be requested until three months have passed since the last one was approved.

On May 24th, I made 5 consecutive upward adjustments in less than 24 hours. In none of them:

• I was not presented with any self-assessment tests

• No historical analysis was performed

• No waiting period was applied

• I was informed that I should wait 3 months between price increases

The changes were applied instantly and without any control, in direct contradiction to the policy that the casino itself has provided.

I have screenshots of the application, official notifications generated by the platform itself, and automated system emails, all with exact dates and times, which prove that none of these controls were applied on May 24th.

Additionally, after the events I reported, I verified that the system does indeed apply these controls: when I recently tried to increase my limit, I received an email informing me that the request had been declined and that I should wait 7 days. This confirms that the system was corrected after the events I reported, which constitutes an implicit acknowledgment that it was not functioning correctly previously.

Therefore, claiming that "the limits worked as intended" is inconsistent with the very policy you just shared. I request that the case be reconsidered in light of this evidence and that Solcasino be required to explain how it was possible to approve five consecutive upgrades in less than 24 hours without meeting any of the requirements established in its own internal regulations.

I am available to provide all available documentation.

Gracias por su respuesta y por compartir la política oficial de Solcasino sobre límites de depósito.

Sin embargo, debo señalar una contradicción fundamental en la conclusión alcanzada. La propia política que han compartido establece claramente que para aumentar un límite de depósito se requieren tres condiciones obligatorias: superar un test de autoevaluación, un análisis histórico de los últimos 3 meses sin conductas de riesgo, y un período de espera de 3 días. Además, establece expresamente que no se puede solicitar un nuevo aumento hasta que hayan transcurrido 3 meses desde el último aprobado.

El día 24 de mayo realicé 5 modificaciones consecutivas al alza en menos de 24 horas. En ninguna de ellas:

• Se me presentó ningún test de autoevaluación

• Se realizó ningún análisis histórico

• Se aplicó ningún período de espera

• Se me informó de que debía esperar 3 meses entre subidas

Los cambios se aplicaban de forma instantánea y sin ningún control, en contradicción directa con la política que el propio casino ha facilitado.

Dispongo de capturas de pantalla de la aplicación, notificaciones oficiales generadas por la propia plataforma y correos automáticos del sistema, todos con fecha y hora exactas, que demuestran que ninguno de estos controles fue aplicado el día 24 de mayo.

Adicionalmente, con posterioridad a los hechos reclamados, comprobé que el sistema actualmente sí aplica estos controles: al intentar subir mi límite recientemente, recibí un correo informándome de que la solicitud había sido declinada y que debía esperar 7 días. Esto confirma que el sistema fue corregido después de los hechos que reclamo, lo que constituye un reconocimiento implícito de que anteriormente no funcionaba correctamente.

Por tanto, afirmar que "los límites funcionaron según lo previsto" es incompatible con la propia política que usted acaba de compartir. Solicito que se reconsidere el caso a la luz de estas pruebas y se requiera a Solcasino que explique cómo es posible que se aprobaran 5 subidas consecutivas en menos de 24 horas sin cumplir ninguno de los requisitos establecidos en su propia normativa interna.

Quedo a disposición para aportar toda la documentación disponible.

Thanks for your reply.

Based on the screenshots you provided, the highest deposit limit you set was 600€/month, which is below the 3000€/month threshold that would require a waiting period according to the casino's policy, and therefore, it's expected that it will be set instantly.

Please let me know if there is anything else for us to consider.

Dear Pedrohdd,

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,
Tomas
Casino.Guru