Sol Casino - プレイヤーの入金が遅れています。

Hello, I was happy with this casino, I had never complained... in fact, I received my winnings on more than one occasion, until Tuesday when I made a deposit through pagoefectivo and until today it's been 3 days and my deposit is not reflected in my account... those from pagoefectivo told me that they already received the payment and that everything was in order but that I had to contact the company where the payment was going to for a solution and those from the casino told me to send screenshots of my payment, in fact I did and they say that they are going to solve it for me and nothing... I can't lose money like this, please I hope that the amount is reflected in my account or in any case that they disburse it to me.

Hola estaba contenta con este casino nunca había puesto queja.. es más cobre mis ganancias en más de 1 oportunidad, hasta el día martes q hice un depósito a través de pagoefectivo y hasta el día de hoy ya han pasado 3 días y no se ve mi depósito reflejado en mi cuenta.. los de pagoefectivo me dijeron q ellos ya recibieron el pago y q todo estaba en orden pero que me tenia q comunicar con la empresa a donde iba el pago para q me den solución y los del casino me dijeron que envié capturas de pantalla de mi pago, efectivamente lo hice y dicen q ya me lo van a solucionar y nada .. no puedo perder un dinero así por así porfavor espero q se vea reflejado el monto en mi cuenta o en todo caso que me lo desembolsen.

Dear dmar2083,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Natalia

Dear Casino El Sol Team:

I made a deposit through PagoEfectivo using my Interbank app, and I've already received confirmation that the payment was successfully processed and sent to their platform. However, the amount has not yet been credited to my casino account.

You told me you couldn't help further and that I should contact the payment provider. I want to clarify that PagoEfectivo has already completed the transaction, so the issue now lies with your platform.

I hereby request:

1. That they carry out an internal investigation to locate the deposit.

2. That the amount be credited to my account immediately.

3. Please give me a clear answer within 48 hours, otherwise I will take action.

If I do not receive a solution, I will proceed to:

File a complaint with my bank (Interbank) for improper withholding of funds.

Report the case to international forums for consumer protection and online casino regulation.

Estimado equipo de Casino El Sol:

Hice un depósito a través de PagoEfectivo usando mi aplicación de Interbank, y ya recibí la confirmación de que el pago fue procesado exitosamente y enviado a su plataforma. Sin embargo, el monto aún no ha sido acreditado a mi cuenta del casino.

Ustedes me respondieron que no pueden ayudar más y que contacte al proveedor de pagos. Quiero dejar en claro que PagoEfectivo ya completó la transacción, por lo tanto, el problema ahora es de su plataforma.

Por este medio solicito:

1. Que realicen una investigación interna para localizar el depósito.

2. Que acrediten el monto en mi cuenta de forma inmediata.

3. Que me den una respuesta clara en un plazo máximo de 48 horas, de lo contrario tomaré acciones.

Si no recibo solución, procederé a:

Presentar un reclamo en mi banco (Interbank) por retención indebida de fondos.

Reportar el caso en foros internacionales de protección al consumidor y regulación de casinos en línea.

I completely empathize with your frustration, dmar2083. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 17 days, making it a month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear dmar2083,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru