Sol Casino - El jugador no está satisfecho con las apuestas de depósito obligatorias antes de retirar fondos.

Das Casino weigert sich, meine Auszahlung zu bearbeiten.

Als Grund wird genannt, dass ich mit meinem Konto den Einzahlungsumsatz nur bei Slots, jedoch nicht mehr bei Tischspielen oder Sportwetten machen darf. Ich habe den doppelten Wert meiner 100€-Einzahlung (200€) bei einer Quote von 1.6 bei Sportwetten umgesetzt. Zuvor hatte ich den dreifachen Wert der Einzahlung auch bereits im Live Casino umgesetzt.

Mit der oben genannten Begründung wird mir die Auszahlung verweigert.

In den Geschäftsbedingungen steht:

"

When creating a withdrawal request, remember that there should be no uncompleted bonus games (free spins) on your account. To withdraw money, you must first play or cancel active bonus rounds.

The Company has the right to cancel the withdrawal until the turnover conditions are fulfilled, or withhold a 10% commission from the amount to withdraw by debiting player's gaming account in order to refund payout fees, if:

- the total amount of stakes made in casino games is less than the last deposit for players from Canada, Brazil, Peru, Mexico, Chile, Argentina or is less than 3 times the last deposit for players from other countries;

- the total amount of Sportsbook stakes multiplied by their odds is less than the last deposit for players from Canada, Brazil, Peru, Mexico, Chile, Argentina or is less than 1,5 times the last deposit for players from other countries;

- a player performs actions aimed at wagering the required deposit amount in Roulette, Baccarat and Instant Games following the principle of betting with the minimum expected value of winnings (one or more players betting on all numbers at once, or on red and black or on punto and banco at the same time).

If a fraudulent scheme is identified, in which a player makes minimum deposits in order to avoid playing the last large deposit, or if the player is suspected of money laundering or other fraudulent activities in the casino games, the Company has the right to request wagering of the deposits made since the last withdrawal of funds, and if there is no withdrawals – since the first deposit was made.

"

https://sol.casino/en/terms

Damit verstößt das Casino gegen die eigenen Geschäftsbedingungen.

Bitte klären Sie den Fall auf. Danke.

Dear ShakhtarD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your withdrawal has been withheld due to unfinished real money wagering.

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

As I had written, the casino ONLY accepts the deposit turnover for my user in slot games, no longer in sports betting or in the live casino.

In the terms and conditions that I quoted above, it is explicitly written that the deposit turnover can also be made in sports betting before a withdrawal is requested.

This means that it is no longer possible for me to withdraw money if I only play sports betting or live casino due to this individual limitation for my account.

Is the problem that understandable?

Hallo,

Wie ich geschrieben hatte, akzeptiert das Casino für meinen User den Einzahlungsumsatz NUR NOCH bei Slotspielen, nicht mehr bei Sportwetten oder im Live Casino.

In den Geschäftsbedingungen, die ich oben zitiert hatte, ist ausdrücklich geschrieben, dass der Einzahlungsumsatz auch bei Sportwetten gemacht werden kann, bevor eine Auszahlung beantragt wird.

Das bedeutet, dass es für mich nicht mehr möglich ist, Geld auszuzahlen, wenn ich ausschließlich Sportwetten oder Live Casino spiele aufgrund dieser individuellen Einschränkung für mein Konto.

Ist das Problem so verständlich?

I see. Sorry for asking, but do I understand correctly that the entire section of live casino and sports betting has been blocked for you completely? Or you are allowed to access it just the wagering doesn't count?

I can still access the sportsbook and live casino. However, the bets there do not count towards the deposit turnover.

According to T&C as described in my opening post, this should definitely count as well.

As a consequence, this means that I can only make withdrawals if I have wagered the deposit at slots 3x, although I actually only want to play sports betting and live casino.

The casino violates its own T&C.

Please clarify with the casino.

Ich kann auf die Sportwetten und das Live-Casino weiterhin zugreifen. Die Einsätze dort zählen jedoch nicht zum Einzahlungsumsatz.

Gemäß T&C, wie in meinem Anfangspost beschrieben, sollte dies aber definitiv auch zählen.

In der Konsequenz heißt das, dass ich nur Auszahlungen vornehmen kann, wenn ich die Einzahlung bei Slots 3x umgesetzt habe, obwohl ich eigentlich nur Sportwetten und Live-Casino spielen will.

Damit verstößt das Casino gegen die eigenen T&C.

Bitte um Aufklärung mit dem Casino.

Thank you very much, ShakhtarD, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ShakhtarD,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to bring to your attention the fact that the casinos can limit certain features depending on the players' residing country, so not all features or games will be allowed for certain players from certain countries. However, a good practice is to keep this limited software-wise. Just to check, did you claim any bonus? If so, have you fulfilled the wagering conditions?

I will contact the casino to shed more light on this matter.

We would like to invite Sol Casino to join the conversation.

Dear Sol Casino,

Can you please provide some information regarding the player's withdrawal? As the player mentioned, live casino or sports betting is not entirely prohibited in your terms and conditions for players from their country, so what can be done in this case?

Nice to meet you, ShakhtarD! Our analytical department noticed fraudulent actions on your part, which is why, according to paragraph 8.13.14 of the rules, the Company has the right to cancel the withdrawal until the turnover conditions are fulfilled, or withhold a 10% commission from the amount to withdraw by debiting player's gaming account in order to refund payout fees, if a player performs actions aimed at wagering the required deposit amount in Roulette, Baccarat and Instant Games following the principle of betting with the minimum expected value of winnings (one or more players betting on all numbers at once, or on red and black or on punto and banco at the same time). If a fraudulent scheme is identified, in which a player makes minimum deposits in order to avoid playing the last large deposit, or if the player is suspected of money laundering or other fraudulent activities in the casino games, the Company has the right to request wagering of the deposits made since the last withdrawal of funds, and if there is no withdrawals – since the first deposit was made. And also according to paragraph 8.20 of the rules. That is why you can win back your funds now only in slot games.

Best regards,

Sol Casino!

Thank you for the response, Sol Casino.

Please provide any supporting evidence of your claim to michal.k@casino.guru

Nice to meet you, Michal! I've sent you all the evidences that we have.

Best wishes,

Sol Casino!

Thank you, Sol Casino. I've received your email.

Dear ShakhtarD,

We have received evidence from Sol Casino that indicates suspicious play from you, so considering this fact, we can't disagree with the casino's decision to allow you to wager your balance only on slots. The casino has not forfeited your balance, and it should still be available in your casino account. It is now up to you if you want to wager your balance on slots only or request a withdrawal of your deposit, but the action from the casino is understandable.

Please let us know how you decide.

Dear ShakhtarD,

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.

Dear ShakhtarD,

You have stopped replying t our questions and messages, so we are not able to investigate further. After gathering all the necessary information, our complaint team reached the conclusion that Sol Casino management acted in accordance with their terms and conditions, and we are forced to reject this complaint.

If you run into any issues with this or any other casino in the future, do not hesitate to contact us, and we will try our best to help.

Best regards,

Michal