Sol Casino - O depósito do jogador não é creditado.

Once again, I made an "instant" deposit via PIX, as advertised on the site, and the credit did not appear in my account.

They should remove this from the site!!!

Mais uma vez fiz um deposito "instantaneo" via PIX e que tem publicidade no site e o credito nao entra na minha conta .

eles deveriam tirar isso do site !!!

Dear Ricobonito,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

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.

it's not my first deposit, i've made several and i've had this problem.

I deposited on the casino website so I'm not responsible for the payment processor.

I sent the email with the receipt

nao é o primeiro deposito , ja fiz varios e ja tive esse problema .

depositei no site do casino entao nao sou responsavel pelo processador do pagamento.

enviei o email com o comprovante

Hi Ricobonito,

I truly understand your frustration, and I want to assure you that I am here to support you through this. As I mentioned before, the process of investigating and refunding your funds can take some time, and I completely empathize with how this situation is weighing on you.

In light of this, I recommend waiting an additional 26 days to allow the casino ample time to thoroughly investigate and resolve the issue. This extended timeline will give them the opportunity to process everything. If there’s no progress by then, I will step in to ensure we move forward.

I truly appreciate your patience and understanding during this time, and I remain hopeful that we will have positive news regarding your funds soon.

Thank you again for your understanding.

It's absurd that I have to wait 26 days after an instant deposit. I've already shown you and the casino the receipt for the

money that has already left my account. They chose the financial partner, I sent a message asking for the phone number of the payment processing company in Brazil so I could get in touch and they said they couldn't give it to me.

Giving the casino 30 days to respond is a long time. It's 500 dollars .

thank you

Um absurdo eu ter que esperar 26 dias depois de um depósito instantâneo . Já mostrei a vocês e ao casino o comprovante do

dinheiro que já saiu da minha conta . Eles escolherem o parceiro financeiro , mandei mensagem pedindo o telefone da empresa de processamento do pagamento no Brasil para que eu entrasse em contato e disseram que não podiam dar .

conceder 30 dias para o casino responder é muito tempo . São 500 dólares .

obrigado

Hi Ricobonito,

I completely empathize with your frustration. As I mentioned earlier, the process of locating and refunding your funds to your bank account, or crediting them to your casino account, can take some time. Unfortunately, at this stage, we are powerless in assisting further, as we must allow the casino enough time to investigate and resolve the issue.

To give the casino adequate opportunity to do so, I will extend the timeline by an additional 20 days, bringing it to a full month. This is a standard procedure in such cases. If no progress is made by then, we will step in to intervene on your behalf.

Let’s remain optimistic and hope for positive news regarding your deposited funds.

Thank you for your continued patience and understanding.

let's wait, but nothing has been resolved yet. It's a disregard for the customer that the casino can't find a deposit made more than 10 days ago, but ok, I'll wait.

vamos aguardar , mas nada ainda foi resolvido. É um descaso com o cliente que o casino nao encontre um deposito feito a mais de 10 dias , mas ok , vou aguardar.

Thank you so much for your understanding, Ricobonito. I truly appreciate your patience, and I’ll make sure to follow up with you at the start of January.

ok, just updating. Nothing solved yet. I made another small deposit and it worked normally. The interesting thing is that the payment processor I sent the money to, which was on the casino's website, no longer has deposits directed to it, i.e. it is no longer a partner of the casino and therefore no longer features in the options offered by the site. Maybe he kept my money, but that's the casino's responsibility because I made the deposit on the site's recommendation.

ok, somente atualizando. Nada resolvido ainda . Fiz novo deposito de pequeno valor e funiconou normalmente . O fato interessante é que o processador de pagamento que eu fiz o envio que estava na pagina web do casino não tem mais depositos direcionados a ele , ou seja, não é mais parceiro do casino e por isso não figura maios nas opções oferecidas pelo site. Talvez ele tenha ficado com meu dinheiro , mas essa responsabilidade é toda do casino porque eu fiz o deposito na indicação do site.

I'm still waiting and I've already been waiting more than 25 days for an instant deposit ... surreal !!! And this casino gets top marks from casino guro !

Continuo aguardando e já são mais de 25 dias de espera por um depósito instantâneo …surreal !!! E esse casino tem nota máxima do casino guro !

Hi Ricobonito,

I’m truly sorry to hear that there hasn’t been any progress since December 4th. I can only imagine how frustrating this situation must be for you.

To help us move things forward, could you please share a copy of your bank statement? It would be helpful if you could highlight the deposit in question. The statement should cover the period from the day of the deposit until now, as this will provide clear evidence that the funds left your account and were not refunded.

Thank you so much for your cooperation.

I’m here to assist and will do my best to help resolve this for you.

The problem was solved two days ago, but I am extremely dissatisfied with the delay of more than 25 days to solve a simple problem.

thanks casino guru

O problem foi resolvido a dois dias, mas estou extremamente insatisfeito com a demora maior que 25 dias para resolver um problema simples .

obrigado casino guru

Dear Ricobonito,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru