Solverde.pt Casino - A retirada do jogador foi adiada.

I cannot receive money for more than three weeks. Whenever I contact the support chat, they tell me there is a problem and I need to wait for a solution. But I'm tired of waiting.

They asked for several documents, I provided them, but the situation has not changed. The first time they promised to answer me within 48 hours, but in 3 days they didn't check my document, if I hadn't written to them, it's not known how long I would have waited.

I have asked to return the deposit and close the account as such an attitude towards customers is inappropriate and I will not continue to work with this site. But I was denied.

Then I found out that my account was locked (although there was no notification about it), I found out by accident. Operators answer all questions in the same way: "Wait". I just want my money back and I don't want to get involved with these scammers. They accepted my deposit in a second but didn't pay me money for the third week.

Não posso receber dinheiro por mais de três semanas. Sempre que entro em contato com o chat de suporte, eles me dizem que há um problema e que preciso aguardar uma solução.Mas estou cansado de esperar.  

Pediram vários documentos, eu forneci, mas a situação não mudou. Na primeira vez prometeram me responder em 48 horas, mas em 3 dias não checaram meu documento, se eu não tivesse escrito para eles não se sabe quanto tempo teria esperado.

Pedi para devolver o depósito e encerrar a conta, visto que tal atitude para com os clientes é inadequada e não vou continuar a trabalhar com este site. Mas eu fui negado.

Então descobri que minha conta foi bloqueada (embora não tenha havido notificação sobre isso), descobri por acidente. Os operadores respondem a todas as perguntas da mesma maneira: "Espere". Só quero meu dinheiro de volta e não quero me envolver com esses golpistas. Eles aceitaram meu depósito em um segundo, mas não me pagaram dinheiro pela terceira semana.

Dear Prewitt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received confirmation regarding successful account verification?  Have you ever made a successful withdrawal before?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

My account has been locked so I can't log in and take screenshots of the support chat.

For the first time, I asked to withdraw money from the account, but I was immediately refused.

The account has been fully verified. Also, I have provided additional documents to verify the account.

Minha conta foi bloqueada, então não posso fazer login e tirar capturas de tela da conversa de suporte.

Pela primeira vez, pedi para retirar dinheiro da conta, mas fui imediatamente recusado.

A conta foi totalmente verificada.Além disso, forneci documentos adicionais para verificar a conta.

Thank you very much Prewitt for your reply. I will now transfer your complaint to my colleague Adam 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 Prewitt,

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

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

Solverde.pt Casino, could you please provide further information regarding the status of the player's withdrawal/account?

Good afternoon,

The player account in question is currently suspended due to regulatory and legal conditions applicable to Solverde.pt.

For this reason, it will not be possible, at the moment, to carry out the requested operation.

The customer was informed accordingly by Solverde.pt official channels which should be used to clarify this issue.

The Solverde.pt team

Boa tarde,

A conta de jogador em causa encontra-se, atualmente, suspensa em razão das condicionantes regulamentares e legais aplicáveis à Solverde.pt.

Por este motivo, não será possível, de momento, concretizar a operação solicitada. 

O cliente foi informado em conformidade pelos canais oficiais da Solverde.pt os quais devem ser utilizados para esclarecimento desta questão.

A equipa Solverde.pt

Dear Prewitt,

Can you confirm the casino has contacted you regarding the suspension of your account?

I found out that my account was blocked by accident when I couldn't access my account. I contacted the support chat and was told that my account was blocked.

The legal notice was sent to me a few days later. If I hadn't written in the support chat, no one would have told me that my account was blocked. The situation has been dragging on for over a month, but no one has yet answered me what the problem is. Is this a respectful attitude towards the customer?

Descobri que minha conta foi bloqueada por acidente, quando não consegui acessar minha conta. Entrei em contato com o chat de suporte e lá me disseram que minha conta estava bloqueada.

O aviso legal foi enviado para mim alguns dias depois. Se eu não tivesse escrito no chat de suporte, ninguém teria me dito que minha conta foi bloqueada. A situação se arrasta há mais de um mês, mas ninguém ainda me respondeu qual é o problema. Esta é uma atitude de respeito para com o cliente?

Dear Solverde.pt Casino,

Could you please elaborate on the status of the player's account and the reason for it being suspended?

We would like to ask Solverde.pt Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

As you can see, Casino Solverde.pt ignores any questions that are directed to them. What should I do in this situation?

Como pode ver, o Casino Solverde.pt ignora quaisquer questões que lhes sejam dirigidas. O que devo fazer nesta situação?

Hello Prewitt,

Has there been any further development?

Dear Prewitt,

The casino has informed me that they are unable to provide any further information to third parties regarding this complaint.

I will mark the complaint "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 is licensed in Portugal by the SRIJ, it may be of use to contact them in the meantime. Their website is https://www.srij.turismodeportugal.pt/pt/

I wish I could be of more help.

Best regards,

Adam

Dear Prewitt,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

Dear Prewitt,

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.

Dear Prewitt,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further. Consequently, we have no choice but to reject this complaint. It can be reopened at any time.

Kind regards,

Adam