Sol Casino - Autoexclusión del jugador ignorada por el casino.

Hello dear Casino Guru Team,

I hope you can help me in this case.

Firstly, I want to let you know that I have already tried to resolve this issue directly with the casino, but they have been acting rather strangely. I asked about being banned about 3-4 months ago, but I didn’t receive any reply, unless it was regarding bonuses or anything that they could profit from. Today, I inquired once more and got confirmation that I had indeed asked to be banned. The casino, at first, did not want to disclose how much I had deposited. They stated they could not reveal this information and could only show 20 transactions. I believe everyone has the right to see when and how much they deposited. Nonetheless, they stated the amount from the last two months, 4577 euros. I am quite sure that there was more money, around 400 euros, but I can't see it. At most, I can check my bank account to see if any more money was withdrawn. I am demanding a refund, as this should not have happened. I am aware that this casino does not support OASIS, which I am already registered with. However, they should have taken my request to be banned into account. Many thanks for your help

Hallo liebes Casino Guru Team,

ich hoffe Sie können mir in diesem Fall helfen.

Zu aller erst möchte ich Ihnen mitteilen, dass ich bereits versucht habe es mit dem Casino persönlich zu klären, diese sich aber sehr merkwürdig verhalten. Ich habe bereits vor 3-4 monaten circa gefragt, ob ich gesperrt werden könnte, jedoch erhielt ich keine Antwort darauf, nur wenn ich Bonusse oder irgendwas fragte, von dem sie profitieren konnten. Heute habe ich nochmal angefragt, und habe die Bestätigung bekommen, dass ich nach dieser Sperre gefragt habe. Zudem wollte mir das Casino erst gar nicht sagen, wie viel ich eingezahlt habe. Sie haben gesagt dass sie diese Information nicht rausgeben, und nur 20 transaktionen zeigen. Ich glaube jeder sollte das Recht haben, zu sehen wann und wie viel er eingezahlt hat. Sie hat aber dann den Betrag von den letzten zwei Monaten gesagt, 4577 euro. ich bin mir aber ganz sicher, das da noch mehr geld war, so um die 400 euro aber ich kann da nichts sehen. Ich kann höchsten auf meinem Bankkonto schauen ob da noch Geld rausgegangen ist. Ich bitte um eine Rückerstattung, da dies nicht hätte vorkommen dürfen. Ich weiss das dieses Casino nicht OASIS unterstützt, bei dem ich bereits eingetragen bin. Jedoch hätte es auf meine Bitte, mich zu sperren, eingehen müssen. Vielen Dank für ihre Hilfe

Dear keejan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

"Self-exclusion

If you believe that playing at the online casino has stopped being a form of entertainment and adversely affects your life, contact the support service and request a temporary or permanent restriction of your account."

Could you please forward me the account closure request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

Furthermore, do I understand correctly that you currently have access to your casino account?

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,

Kristina

I replied by email. LG

Habe per Mail geantwortet. LG

and the employee also says that I haven't made any payments 😤

und zudem sagt der mitarbeiter, das ich keine Zahlungen getätigt habe 😤

Thank you very much for your reply, keejan. I’m very sorry but you haven’t provided the information I asked for. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I don't exactly have the self-exclusion request anymore, but that's clear proof. I asked there if she still knew when I wanted to be blocked a few months ago. Exactly at the time when others blocked me too. And she says yes she can see these chats. Means despite my clear request to ban me, they let me deposit large sums of money. Thanks

Den selbstausschlussantrag habe ich ganz genau nicht mehr, aber das ist Ja ein eindeutiger beweis. Ich habe dort gefragt, ob sie noch weiß als ich mich vor paar monaten sperren lassen wollte. Genau zu dem zeitpunkt, wo mich auch andere gesperrt haben. Und sie sagt, ja das sie diese chats sehen kann. Heißt trotz meiner eindeutigen bitte, mich zu sperren, haben sie mich Große summen einzahlen lassen. Danke

keejan, I am afraid that if you do not have the original self-exclusion request, we are not able to help you and ask the casino for a refund.

If you still have access and want to close your account, I suggest that you send a proper self-exclusion request. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling problem)

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

Please send another email to Sol Casino and keep me informed about any further developments. Thank you in advance.

I was aware, but there are so many things against the casino.

• Deposits of more than €4500 in 2 months
• Self-exclusion confirmed but not enforced
• not agree to submit my transactions
• illegal license for German players

I will initiate the whole thing legally, I'm pretty sure I'm entitled to a refund here. If a player wants to get banned, they shouldn't have to tell a poem, just get banned straight away like other casinos have done, or ifs and buts.

thank you very much anyway

War mir klar, aber es sprichen so viel Dinge gegen das Casino.

• Einzahlungen von mehr als 4500€ in 2 monaten
• Selbstausschluss bestätigt, aber nicht durchgesetzt
• nicht einverstanden, meine Transaktionen vorzulegen
• illegale Lizenz für Deutsche Spieler

Ich werde das ganze rechtlich einleiten, ich bin mir ziemlich sicher, das mir hier schon eine Rückerstattung zu steht. Wenn ein Spieler gesperrt werden will, sollte er nicht ein Gedicht erzählen müssen, sondern, wie es auch andere Casinos gemacht haben, einfach direkt gesperrt werden oder wenn und aber.

vielen dank trotzdem

Have you sent a new self-exclusion request following my directions? Could you please advise if you currently have access to your casino account?

Dear keejan,

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.