Sol Casino - プレイヤーのアカウントは閉鎖されました。

They closed my account for no reason and they told me there was no reason and they weren't going to open it.

after playing for 1 year.

I always experienced problems where in games where I won the balance remained as if I had lost and I fought for 1 week to get my money back and only when the provider that I contacted said that there was an error did they return the balance to me and many times they did not return it.

(this happened more than 10 times)

They also offered me multiple bonuses that turned out to be lies, deceiving me.

That's why I request the return of all my deposits for selling me a fake service and also where they closed my account without any reason and they don't want to tell me.

Cerraron mi cuenta sin ninguna razón y me responden que no hay una razón y que no la van a abrir.

después de haber jugado durante 1 año.

maderas de que siempre experimente problemas donde en jugadas donde yo ganaba el saldo permanecía como si hubiese perdido y peleaba durante 1 semana para que me devuelvan mi dinero y recién cuando el proveedor que yo mismo contacte dice que hubo un error ellos me devolvían el saldo y muchas veces no lo devolvieron.

( esto pasó más de 10 veces)

también me ofrecieron múltiples bonos que después eran mentira, engañándome.

Es por eso que solicito la devolución de todos mis depósitos por venderme un todo cito/ servicio falso y además donde cerraron mi cuenta sin ninguna razón y tampoco me la quieren decir

Dear emi9898989898,

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.

• Could you please advise when exactly your account was blocked?
• How were you informed about the blocking of your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the casino confiscated the balance on your account in the amount of the disputed amount of CLP 20 000 000?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I have made deposits of over CLP 20,000,000 since January, and I have not received any bonuses corresponding to those deposits, even though I was promised:

• Level-up bonuses.

• Weekly loyalty bonuses.

• Monthly bonuses.

Additionally, I had serious problems with the casino's operation. On more than 10 occasions, while playing with very high amounts, the system didn't update my balance correctly. For example:

• I bet 800,000 CLP on a Blackjack game, won, and instead of receiving 1,600,000 CLP, the balance reflected a loss of 800,000 CLP.

I reported these errors repeatedly, but the casino denied any errors, even when it was clear I had won. I had to contact the game provider directly, and they confirmed the errors after reviewing the games. However, the process was extremely slow: it took up to three days for the provider to respond, and when they detected the error, they sent the fix to the casino.

Despite this, the casino often didn't refund my lost balance. The few times I managed to recover something, it was because I had screenshots where the provider admitted there was an error. But in many cases, the casino simply claimed it was "another play" to avoid paying me.

Given the poor service, lack of transparency, and constant balance issues, I request a full refund of my deposits since January 10, which total more than CLP 20,000,000.

I am not satisfied with the care and handling of these incidents, and I consider what happened to be completely unfair.

As if all of the above weren't enough, three days ago the casino abruptly closed my account without any clear explanation. Since then, I've tried to get answers, but each time I've received a reply (at least 10 times) that my account was blocked "by management," without giving me any specific details or valid reasons.

This situation is not only extremely frustrating, but also demonstrates a complete lack of transparency and professionalism on the part of the casino. After depositing large sums of money and facing constant problems with balances and payouts, the unexpected closure of my account without proper justification is unacceptable.

Hice depósitos por más de 20.000.000 CLP desde enero, y no recibí ningún bono correspondiente a esos depósitos, a pesar de que me prometieron:

• Bonos por subir de nivel.

• Bonos semanales de fidelidad.

• Bonos mensuales.

Además, tuve graves problemas con el funcionamiento del casino. En más de 10 ocasiones, mientras jugaba con montos muy altos, el sistema no actualizaba mi saldo correctamente. Por ejemplo:

• Aposté 800.000 CLP en una jugada de Black Jack, gané, y en vez de recibir 1.600.000 CLP, el saldo reflejaba una pérdida de 800.000 CLP.

Reporté estos errores repetidamente, pero el casino negó cualquier falla, incluso cuando era evidente que había ganado. Tuve que contactar directamente al proveedor de los juegos, y ellos confirmaron los errores tras revisar las jugadas. Sin embargo, el proceso era extremadamente lento: el proveedor tardaba hasta 3 días en responder, y cuando detectaban el fallo, enviaban la corrección al casino.

A pesar de eso, muchas veces el casino no me devolvió el saldo perdido. Las pocas veces que logré recuperar algo fue porque tenía capturas de pantalla donde el proveedor admitía que había un error. Pero en muchos casos, el casino simplemente afirmaba que era "otra jugada" para no pagarme.

Dado el pésimo servicio, la falta de transparencia y los constantes problemas con el saldo, solicito la devolución total de mis depósitos desde el día 10 de enero, los cuales suman más de 20.000.000 CLP.

No estoy conforme con la atención ni con la gestión de estos incidentes, y considero que lo ocurrido es completamente injusto.

Como si todo lo anterior no fuera suficiente, hace 3 días el casino decidió cerrar mi cuenta de forma abrupta y sin ninguna explicación clara. Desde entonces, he intentado obtener respuestas, pero en cada intento la única contestación que he recibido (al menos 10 veces) es que mi cuenta fue bloqueada "por decisión de la administración", sin darme ningún detalle concreto ni una razón válida.

Esta situación no solo es extremadamente frustrante, sino que también demuestra una total falta de transparencia y profesionalismo por parte del casino. Después de haber depositado grandes sumas de dinero y haber enfrentado constantes problemas con el saldo y los pagos, el cierre inesperado de mi cuenta sin una justificación adecuada es inaceptable.

Thanks for your reply and explanation.

• Was there any active balance on your account when the casino closed your account?
• Did the casino confiscate any balance from you?
• Have you received any communication from them since your account was closed with a justification or reason?

If there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru

No, there wasn't a balance. I just asked them to give me the corresponding bonuses and fix all the issues with my plays.

and I haven't received any email with any justification. I'm sending you what they always reply to me by email. (They tell me they can't. Explain the reasons for the block.)

I sent you the screenshots to your email

No, no había ningún saldo. Solo les solicité que me den los bonos correspondientes y arreglen todas las veces que hubo problemas con mis jugadas.

y no he recibido ningún correo con ninguna justificación te envío lo que me responden siempre al correo.( me dicen que no puede. Explicarme los motivos del bloqueo)

te envié los pantallazos a tu correo

What do I have to do to recover my deposits?

Que tengo que hacer para recuperar mis depósitos??

Can you reply in less than a week please?

Pueden responder en menos de una semana porfavor

Thanks for your patience.

The experience you describe, while unpleasant doesn't represent a valid reason for us to ask the casino for a refund of funds that were played down.

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. As long as the casino doesn't withhold any withdrawable balance on your account, there is nothing for us to ask from the casino.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.