Sol Casino - Обліковий запис гравця не було закрито згідно з вимогою.

After a previous self-exclusion, I wrote an e-mail to the support and asked explicitly to have my account permanently closed. I asked twice and even threatened to contact the regulator if my account is not closed. However, unfortunately, account closure was not possible so I requested an account restriction for 2 years and didn't hear back from the support afterwards, but my account was restricted and I thought that would at least be for the requested duration. Now I could deposit again (and all limits were removed) although the two years haven't been over. As I asked several times for account closure and a self-restriction, this is a massive violation of responsible gaming in my opinion.

Dear jimmyclark33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sol Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about having any gambling problems or trouble controlling your gambling or addiction in the past?
• Do I understand correctly your account was closed and reopened multiple times?
• Have you asked the casino for a refund already? With what result?
• Is your casino account currently accessible to you?
• Could you please share with me your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I had imposed a self-restriction once in the past. After the time elapse of that restriction and losing some more money, I wanted to have my account closed permanently and forwarded the information previously gotten about the time-elapse of the self-restriction to the mail support and requested a permanent account closure, but I didn't mention a reason in it. After some mails back and forth, I was informed that I have the option of self-restriction or self-exclusion and I answered that I want the self-restriction (no deposits, no bets) for 2 years.

Unfortunately, nothing happened at first and I could still deposit money, so I requested again a self-exclusion via the homepage. However, that was only possible for a limited time period and I assumed that the longer period would apply once my mail request was processed.

I had some mail conversation with the casino and now it was possible to have the account closed permanently via live chat after I complained about their responsible gaming behaviour. According to the Casino's response, the longer restriction was not put into place because I would have needed to confirm the 2 years again, although the casino basically admitted that they didn't reply to my mail request and therefore I could have no knowledge that some further confirmation was necessary. My request for a partial refund was denied.

I just sent the recent commuication separately via e-mail.

Thank you

jimmyclark33

Dear jimmyclark33,

Thanks for your patience.

I went over the communication you provided.

Based on the reason you provided when requesting a self-exclusion you didn't indicate any gambling problems. If you don't indicate you have gambling problems at the casino we unfortunately can't help you with a refund request. Players are responsible for their deposits, wins, and losses. Simple account closure requests are not a sufficient indication you require protection from further gambling in our view.

According to the casino's response on December 29th, 2024, your account has been blocked.

• Could you please confirm you no longer have access to your player's account?

Please check the following resources centered around responsible gambling:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers

Dear jimmyclark33,

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.

Dear Tomas,

I understand that the protection is lower if no concrete reason is stated in the request for account closure. That is also the reason why I never asked for a full refund to the casino.

However, I still think that a casino should be obliged to close an account if requested several times by a player, in particular if that player already used the self-exclusion function in the past. However, I understand that you at Casino Guru may have a different view.

Nonetheless, when you look at the mail correspondence you can see that I was asked how long the self-exclusion should be and I explicitly requested 2 years. That is much more than just a simple account closure request. Instead of answering to that mail, the casino completely ignored that e-mail which you can see confirmed in the latest correspondence with the casino. Irrespective of whether a reason for that request is given or not, a good casino should not ignore e-mails for self-exclusion without any consequences.

Maybe that does not be enough reason for a full refund, however, there should be at least a warning about that casino as this is definitely not good practice.

If you at Casino Guru see no problem in a casino completely ignoring such a request (any previous mail was answered in short time, but this mail remained completely unanswered) and have the opinion that this is normal branch standard, that is really worrying.

I can confirm that the account is closed now after several more e-mails with them.

Best regards,

jimmyclark33

Thanks for your reply and confirmation.

I reviewed the communication you provided again, and unfortunately, we aren't able to help further.

According to the opinion of the casino representative, you interacted with the casino again and set a self-exclusion of 1 year which was lifted automatically.

We pursue failed self-exclusion cases and ask the casino for a refund only if a player indicates the loss of control of their gambling and the casino fails to protect them.

Without evidence, you indicated to the casino you struggle to control your gambling, we cannot continue with complaint resolution. Consequently, the complaint will be closed.

I encourage you to take advantage of the responsible gambling tools I recommended earlier.

I am sorry we could not be of more help on this occasion. Even though we weren't able to assist you with your complaint, please do not hesitate to contact us if you run into issues with any online casino in the future.