Sol Casino - Solicitud de autoexclusión del jugador ignorada por el casino.

Hello,

I have a question. A few weeks ago, I informed Sol Casino's support chat that I have a gambling problem and due to my loss of money, I was intending to end my life, so that the casino would block me and I would have no chance to deposit more money. However, this didn't happen and I was only told that I had decided to deposit and play, implying that it was my own fault! My question is, should the casino have blocked me and am I entitled to a refund of the subsequent deposits?

Hallo

ich habe eine Frage ich habe vor ein paar Wochen bei sol Casino im Support Chat geschrieben dass ich ein sucht Problem habe und durch den Verlust meines Geldes vor habe mein Leben zu beenden damit das Casino mich sperrr und ich keine Möglichkeit habe weiter Geld einzuzahlen. Das ist aber nicht passiert mir wurde nur gesagt das ich mich dazu entschieden habe Geld einzuzahlen und gespielt habe quasi das ich selbst schuld wäre ! Meine Frage ist hätte das Casino mich sperren müssen und habe ich Anspruch auf eine Rückerstattung der danach gefolgten Einzahlungen

Dear Richi.54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Hello petronela

Yesterday I asked the casino to send me the chat history because I had done that in the live chat with support. I was told that they no longer had access to this chat because it had been closed, which I can't really imagine. I had previously had a self-exclusion for a month but after that the account was usable as normal again.

Hallo petronela

ich habe das Casino gestern aufgefordert mir den Chat Verlauf zu senden da ich das damals im Live Chat mit dem Support gemacht habe dort wurde mir gesagt das sie keinen Zugriff mehr auf diesen Chat hätten da er geschlossen worden ist was ich mir eigentlich nicht vorstellen kann . Ich hatte davor mal einen selbstausschluss für einen Monat gehabt aber danach war das Konto wieder ganz normal nutzbar .

I have now asked again in the VIP support chat what it would be like if someone said, as in my case, that they don't want to play anymore and have suicidal thoughts because of their gambling addiction.

The answer was that they would help to block my account, which was definitely not the case with me. They just told me that they could not refund any payments and that it was my fault whether I paid in or not.

Ich habe jetzt nochmal nachgefragt im vip Support Chat wie es wäre wenn jemand sich äußern würde wie in meinem Fall das er nicht mehr spielen möchte und suizid Gedanken hat auf Grund seiner spielsucht.

Die Antwort war das man helfen würde sein Konto zu sperren was bei mir definitiv nicht der Fall war man sagt mir nur man könnte keine Zahlungen erstatten und das ich selbst schuld wäre ob ich einzahle oder nicht

Hi Richi.54,

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

Please understand that without any supporting evidence it would be very difficult to confront the casino. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Dear Richi.54,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.