Solcasino - Акаунтът на играча е затворен.

My complaint isn't about a withdrawal, it's about my account being closed overnight. I don't understand why they closed my account for some alleged fraud, especially since it wasn't one of the casinos I deposited the most at. I don't know where they got that information. Anyway, I didn't play much there, or maybe it's because I almost never won, but it upsets me that they closed my account without even giving me a chance to defend myself. They're completely unprofessional.

Mi queja no es por una retirada,es por el cierre de mi cuenta de un día para otro,no entiendo que me cierren la cuenta por no se que de fraude,cuando no era de los casinos que yo más depositará,no sé dónde se lo han sacado ,en fin no jugaba mucho en est casi o por qué casi nunca ganaba ,pero me sienta mal que me cierren la cuenta sin ni tan siquiera defenderme,son unos impresentables

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Did you have any remaining balance in your casino account, please?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I only played slots, and I did verify my account with the documentation they requested. It was accepted, and I'd been with them for almost a year, but I didn't play daily. I didn't have a positive balance or anything. It just seems strange to me that they closed my account because I didn't win much with them in the last month, nothing at all, and I only played €10 or so. I don't know where they saw fraud, and they just sent me an email saying they were closing my account.

All the best

Hola,

Yo solamente jugaba en slots, y si verifique mi cuenta con documentación que me pidieron en todo momento,y estaban aceptados llevaba tiempo con ellos casi un año pero no jugaba a diario,no no tenía saldo a mí favor ni nada , simplemente que me parece raro el cierre,pq no gane mucho con ellos en el último mes nada de nada y echaba 10€ y poco más,yo no sé dónde han visto fraude,y solamente me enviaron un mail que decía que cerraban mi cuenta

Un saludo

Thank you for your prompt response, Maykeke. While I empathize with the difficulties you're experiencing, I would like to clarify that we are unable to penalize the casino for the closure of your account, nor do we conduct investigations into such decisions, particularly in instances where players do not have any remaining balance. Casinos are generally entitled to limit or terminate a player's account if they detect any irregular activities, suspect questionable behavior, or, in some cases, without providing a specific reason.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.