What Happened
A player says they came back to the casino, deposited about $75 in Solana, bought three bonus rounds on a slot and won around $160, taking the balance to about $200. A couple of hours after asking to withdraw, they got an email blocking the account under eight possible rule breaches, from collusion to multiple accounts. The casino told them it could not share the reason and that its decision was final.
How It Developed
- Complaint opened. The player said they were a casual player with only three deposits in total.
- The mediator asked the casino for a detailed explanation, its evidence and the exact terms broken.
- The casino said it had sent detailed evidence of a terms breach to AskGamblers privately.
- The player said they had played from one account only, though they might have forgotten an old one, and asked the casino to say how many accounts it had found.
- After reviewing both sides, the mediator found the casino had acted within its terms and closed the case.
Rejected
After seeing the casino's private evidence, the mediator found it acted within its terms. The page shows no payout of the roughly $200 balance.
What Has (and Hasn't) Helped
Nothing changed the result: the casino's private evidence was accepted. If you may have an old account at the same casino, tell support before you play again, since most casinos allow only one account per person. If you disagree, the mediator points to the regulator or an outside dispute service.