Solarbet Casino - プレイヤーのアカウントはブロックされています。

Solarbet casino (https://en.solarbet.com/web/index)

Refused to payout my winnings when I requested for withdrawal and used reason that they needed to "investigate" my account with no timeline given.

Account was frozen with no access no all games.

Dear turbosiewmai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

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

Best regards,

Kristina

My account was registered for approximately 2 months.

All account verifications completed successfully.

I play live games and sportsbook

Thank you for your reply, turbosiewmai. Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino (other than the one that has been attached to this complaint), please forward it to kristina.s@casino.guru. Thank you in advance.

I have accumulated the winnings with no active bonus.

There is no other relevant communication from the casino.

Thank you very much turbosiewmai for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello turbosiewmai,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Solarbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Solarbet Casino,

Can you please provide more information regarding the blocking of the player's account?

Kind regards,

Adam

Hello turbosiewmai,

I have tried to contact the casino via two different e-mail addresses and both times my messages have been undelivered. I then contacted the casino's live support. After checking into the situation they stated that they were unable to provide confidential information to us about a player and that you should contact them yourself to submit a complaint to them.

I am afraid if the casino will not cooperate with us, there isn't anything more we can do to help. 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 rating caused by unresolved complaints could 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. 

The casino states on its website that it is licensed by PAGCOR (Philippine Amusement and Gaming Corporation) but we have been unable to verify the validity of this. It could still be worthwhile to send them an e-mail and submit a complaint. They can be contacted here: info@pagcor.ph, please let me know how they respond (adam.m@casino.guru).

I am sorry we could not be of more help.

Kind regards,

Adam