Sol Casino - El retiro del jugador se retrasa.

Hello,

I signed up at the casino based on recommendations from acquaintances & an affiliate, deposited funds, and won €6000 with the bonus. The verification only took a few minutes and everything went smoothly.

Soon after, the casino confirmed the withdrawal.

Then the problems started...

At first, I was told it was already approved and the money should arrive soon.

A day later, I was informed that my account needed an extra review that would take up to 72 hours. After 72 hours, I was told the payment system had a problem, and they had sent a message about it; I should wait.

Now, 2 days later, still nothing new... The payment is still "In progress" and nothing is happening, and every support representative provides a different explanation.

Today I was told that the funds would be returned to the casino account, but even that hasn't occurred.

Hallo,

ich habe mich aufgrund von empfehlungen von bekannten & einem Affiliate bei dem Casino angemeldet, habe dann eingezahlt und mit dem Bonus 6000€ gewonnen, die Verifizierung dauerte nur wenige minuten und alles lief problemlos.

Dann wurde die Auszahlung wenig später vom Casino bestätigt.

Dann fingen die Probleme an..

Erst hieß es das es schon genehmigt wurde und das Geld nun bald da sein sollte.

1 Tag später hieß es dann das mein Konto eine Extra überprüfung die bis 72 Stunden dauert braucht.. Nach den 72 Stunden hieß es das Zahlungssystem hat ein problem und sie haben dort hingeschrieben ich solle warten.

Nun wieder 2 Tage später immer noch nix neues.. Die Zahlung steht immer noch auf "In bearbeitung" und es tut sich rein garnichts und jeder supporter sagt was anderes.

heute wurde mir gesagt dass die Gelder wieder auf den Casinoaccount zurück kommen aber selbst das ist nicht passiert.

Dear d.nise1992,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello,

I received an email today saying that all payment problems had been resolved. I then asked in the chat why the status for my payouts was still "in process".

In the end, support told me that I might have to wait MONTHS for the money.

Hallo,

Habe heute eine E-Mail bekommen das alles Zahlungsprobleme behoben worden, darauf hin habe ich im Chat nachgefragt warum denn immer noch der Status "in bearbeitung" bei meinen Auszahlungen steht..

Am ende sagte der Support mir das es sein kann das ich MONATE LANG auf beim Geld warten muss.

Hello,

The money arrived back into the casino account today.

I requested a new withdrawal via credit card and the money arrived in my account immediately.

All done Thank you!

Hallo,

Das Geld kam heute zurück auf den Casino Account an.

Ich habe eine neue Auszahlung beantragt per Kreditkarte, das Geld kam auch sofort auf meinem Konto an.

Alles erledigt Danke!

Dear d.nise1992,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru