Sol Casino - Депозит игрока не был зачислен.

Dear syyplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

It's been 32 days since I've dealt with this issue. They are trying to contact the payment system, but they are not answered. I think a month is already a long time.

Прошло уже 32 дня как обратился с данной проблемой. Это они пытаются связаться с платёжной системой, но им не отвечают. Я считаю что месяц это уже много

Thank you syyplay for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello syyplay,

This is Tomas and from now on, I will be taking care of your complaint. I would like to invite Sol Casino's representatives to join this discussion in order to resolve the issue.

Dear Sol Casino,

Could you please provide some more information regarding the player's deposit? Do you have any news from the payment provider?

Thank you.

Kind regards,

Tomas

How can I get news from a payment provider if I don't even know it. They don't tell me anything. Just wait. It's been 35 days already

Откуда у меня могут быть новости от платежного провайдера, если я даже не знаю его. Мне они ничего не говорят. Только ждите. Уже 35 дней прошло

Nice to meet you, Syyplay. Thank you for contacting us. We have already sent the request to the payment system, but it's the 3rd party and we can't control their work and the speed of the answering. We reminded them about your issue and hope that they solve it quickly. In turn, we check their response every day and as soon as we receive it, we will definitely contact you. Big thanks for your patience!

Best regards

Sol Casino.

I have been waiting for my deposit since October 2nd. 36 days have passed. Can't you solve the problem yourself? Individually. Nobody warned me that I would be waiting for my deposit for more than 36 days. You are already taking responsibility for this. I'm not interested in the problem with the payment provider

Я жду свой депозит со 2 октября. Прошло 36 дней. Неужели вы сами не можете решить проблему ? Индивидуально. Меня никто не предупреждал что я буду ждать свой депозит больше 36 дней. Вы уже берёте отвественность за это на себя. Меня не интересуют проблему с платёжным провайдером

Dear syyplay,

I fully understand your concerns, but could you please keep your patience and give the whole situation a little bit more time? Investigation with 3rd parties is a lengthy process and the casino has its hands tied in such cases.

I believe that in the end, we'll be closing this complaint to the satisfaction of all parties.

Sol Casino, please continue to keep us updated on any developments.

Thank you very much.

Kind regards,

Tomas

I believe her that the proceedings can last 36 days. I just don't believe

Я ее верю что разбирательство может длиться 36 дней. Просто не верю

Glad to see you again, Syyplay! We would like to ask you to upload a more detailed statement on transactions with a blue seal to the casino support chat, because according to our statement, these funds have not been received from us.

Sincerely,

Sol Casino.

Dear syyplay,

Are you able to provide the casino with the requested document?

Please keep us updated on any developments.

Kind regards,

Tomas

I have already provided

Я уже предоставил

Thank you, syyplay, for confirmation.

Dear Sol Casino,

Could you please inform us what next steps are now necessary in order to track down the player's payment?

Kind regards,

Tomas

Dear Syyplay. Thank you for the statements provided, apparently the statements that you sent to us are not authentic, some information on them has been edited using a graphic editor. Also, the payment system notified us that the funds were not credited to our side. Based on this, you tried to mislead us.

Best Regards,

Sol Casino.

All clear. In principle, I expected such a response. There is nothing more to expect from the casino of this chain. Good luck

Всё понятно. В принципе я ожидал подобного ответа. От казино данной сетки больше нечего ожидать. Удачи

Dear Sol Casino,

Could you please provide us with the evidence showing that the player's bank statement has indeed been edited?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Good morning, Tomas. Our employee sent confirmation screenshots to his partner by email.

Best Wishes,

Sol Casino.

Dear Sol Casino,

Could you please forward that evidence to my email address? (tomas.k@casino.guru). I need to have a look at it by myself and also would like to ask you a few more questions.

Thank you.

Kind regards,

Tomas

Nice to meet you, Tomas! We have sent you the evidence on your email (tomas.k@casino.guru). We're looking forward to you reply.

Best Wishes,

Sol Casino.

Dear syyplay,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by providing bank statements that have been edited.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Sol Casino, for providing the information and for your cooperation.

Best regards,

Tomas