Solcasino.io - Igrač zahteva istragu o rukovanju nalogom i gubicima.

I am submitting this complaint regarding my experience with Solcasino and am requesting that Casino Guru investigate the circumstances surrounding approximately $20,000 in losses on my account.

My main concern is that I explicitly told Solcasino that I was experiencing significant stress, anxiety and depression related to my gambling and asked them to ban/close my account. Instead of properly restricting my gambling access, Solcasino blocked my access to live support. I believe this is particularly concerning because I had specifically asked them to prevent me from continuing to gamble.

I would like Casino Guru to investigate whether Solcasino appropriately handled my explicit request for a gambling ban/self-exclusion and, importantly, whether I was still able to deposit and gamble after making that request.

There are also several other issues that caused me serious concerns about the fairness and reliability of my experience:

I experienced situations where cash-outs/withdrawals would not work when I was winning, including problems with withdrawing winnings.

I experienced situations where games would close or become unavailable after I started winning.

I was blocked from live support rather than having my gambling access properly restricted after I told the casino that I needed to be banned.

While playing Lightning Roulette, I experienced repeated visual glitches, particularly during larger bets. On some occasions, the displayed video appeared to show the ball landing in a position that did not appear consistent with where I believed the ball had actually landed.

I also noticed unusual issues with the live broadcast. For example, the Lightning Roulette host was asking viewers who they were rooting for in this year’s Super Bowl even though the Super Bowl had already taken place weeks earlier. This raised additional concerns for me about the reliability/currentness of the live broadcast.

I believe the combination of these issues significantly undermined my confidence in the fairness and reliability of the games and my ability to withdraw funds.

I am not asking Casino Guru simply to accept my allegations without verification. I am asking Casino Guru to investigate the matter and, where possible, obtain the relevant records from Solcasino.

In particular, I would like Solcasino to provide or explain:

The exact date and time my request to be banned/self-excluded was received.

What action Solcasino took after receiving that request.

Why my gambling access was not immediately restricted if I explicitly requested a ban.

Why my live-support access was blocked instead.

Whether I was able to deposit and gamble after requesting the ban, and how much I lost after that request.

The records relating to my failed withdrawals/cash-outs.

The relevant game/round IDs and official results for the Lightning Roulette sessions in question.

Any available technical logs or recordings relating to the roulette rounds where I experienced the visual glitches.

An explanation for the unusual live-broadcast issues I experienced.

I am requesting that Casino Guru investigate the entire matter, with particular attention to my explicit request to be banned/self-excluded and what happened afterward. Given the circumstances, I am seeking reimbursement of approximately $20,000, or whatever amount Casino Guru determines is appropriate based on the evidence and any losses incurred after my explicit request to be banned.

I understand that gambling losses normally do not automatically entitle a player to a refund. My complaint is specifically about the circumstances surrounding my losses, my explicit request for a gambling ban, the failure to properly restrict my access, withdrawal/cash-out problems, and the additional concerns regarding the live games.

Thank you

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Solcasino.io. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
• Could you please confirm when exactly did the Lightning Roulette session take place?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila