Solisbet Casino - Оттеглянето на играча се забави с месец.

Hello, I'm reaching out to you for help in clarifying this situation.

I've been trying to withdraw money from the casino for a month now.

The withdrawal request was initially made on 12/30/2024.

This request was canceled.

I created a new request on 01/15/2025 for the amount of 300 USD, and there has been no result so far.

Support through email does not respond. The live chat has stopped working. I can't get in touch with them at all. There was no explanation for the cancellation of the withdrawal from 12/30/2024. I didn't receive any notifications via email. The account is fully verified. All inquiries are being ignored.

Before this situation, everything was in order.

I registered at this casino at the beginning of December. I immediately went through verification so I could request withdrawals. I made a deposit, and they even processed withdrawals. Everything was fine until the New Year. Initially, support said it was due to the holidays, but then the live chat disappeared. The feature on the website is completely disabled.

I'd like to point out that the license icon is also missing from the site. Deposits are no longer being accepted.

It seems the casino might be closing down or it's a scam. Please help me figure this out.

Здравствуйте, обращаюсь к вам за помочью прояснения ситуации.

уже месяц пробую вывести деньги с казино.

заявка на вывод средств была создана 30,12,2024

эту заявку отменили.

я создал новую заявку 15.01.2025 на сумму 300 USD и до сих пор нет результата.

Поддержка через электронную почту не отвечает. Лайв чат перестал работать. я не могу с ними никак связаться. за отмену вывода средств от 30.12.2024 никакого объяснения не было. на почту никаких уведомлений не приходила. Аккаунт полностью верифицирован. Любые обращения игнорируются.

до этой ситуации все было вы порядке.

я зарегистрировался в этом казино в начале декабря. сразу прошел верификацию, чтобы я мог запрашивать вывод средств. я вносил депозит. мне даже выводили деньги. все было замечательно до Нового Года. сначала поддержка говорила, что это связано с праздниками. но потом Лайв-чат пропал. функция на сайте полностью отключена.

прошу обратить внимание что иконка Лицензии на сайте тоже пропала. Депозиты перестали принимать.

возможно казино закрывается или это Чистый СКАМ. прошу вас помочь разобраться.

Dear Kratop,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

When was the last time you communicated with the casino customer support?

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

Best regards

Veronika

I didn't use any bonuses.

played the Crash games "FootballX", "SlicerX", PlinkoXY, and also made sports bets on American football.

The last time I communicated in the live chat. I can't say exactly when, since the Live chat is no longer available and all correspondence is also unavailable.

but I can say for sure that since December 20th they have not responded to me by email!!

and around the 10th of January the support manager disappeared from the chat (he was no longer online) my messages were not read. on the 20th of January the live chat disappeared completely. there is a button on the site, but it does not work!!

Я не использовал никаких бонусов.

играл в Краш игры "FootballX" , "SlicerX", PlinkoXY , а так же делал спортивные ставки на Американский футбол.

Последний раз общался в лайв чате. когда именно не могу сказать, так как Лайв чат больше не доступен и вся переписка также не доступна.

но точно могу сказать, что с 20 декабря они мне не отвечают по электронной почте!!

и примерно в 10 числах января пропал менеджер поддержки в чате ( он больше не было онлайн) мои сообщения не читались. в 20 числах января вовсе пропал лайв-чат. кнопка на сайте есть, но она не работает!!

Have you used the same payment method for your withdrawal request as you already used before? Is your payment method fully verified?

Of course it is checked. I have previously made a deposit and made a withdrawal. Everything was fine! All my deposits and withdrawals are on screenshots

конечно проверен. Ранее я вносил депозит и делал вывод средств. все было в порядке!все мои депозиты и выводы средств на скриншотах

My account was blocked. They sent me a letter by email.

"Dear Kratop,

Following a thorough review of your account, we have identified violations of our casino's rules, including actions that fall under fraudulent practices.

As per our Terms and Conditions, any winnings obtained through such activities have been confiscated. Since you have already withdrawn your deposits, no further refunds will be issued.

If you have any questions, please feel free to contact us.

Best regards,"

What they write is a blatant lie. I did not violate any rules. They simply took my money without reason. Moreover, I did not take my deposit.. The balance on the account is my deposit. This is visible from the screenshots that I attached above!! If you count all my deposits and withdrawals, then I deposited more than they withdrew!!

мой аккаунт заблокировали. прислали на почту письмо.

"Dear Kratop,

Following a thorough review of your account, we have identified violations of our casino's rules, including actions that fall under fraudulent practices.

As per our Terms and Conditions, any winnings obtained through such activities have been confiscated. Since you have already withdrawn your deposits, no further refunds will be issued.

If you have any questions, please feel free to contact us.

Best regards,"

То что они пишут- это наглая ложь. никаких правил я не нарушал. они просто забрали мои деньги без оснований. Тем более я не забрал свой депозит.. баланс на счету это и есть мой депозит. это видно по скриншотам, которые я прикрепил выше!! Если посчитать все мои депозиты и выводы, то внес больше депозита, чем они мне вывели!!

Thank you very much, Kratop, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kratop,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

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

Dear Solisbet Casino,

Please forward me evidence supporting the alleged violations of your terms and conditions of which the player is being accused at michal.k@casino.guru

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kratop,

I have made several attempts to reach out to the casino representative, but unfortunately, I have not received any response. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you want to pursue your case further, you can contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru