What Happened
A player from Norway who describes themselves as addicted says they tried to permanently close their Solcasino account in February 2024, found the closure button did not work, and were refused by support when they asked for help. According to the player, the account stayed open for months and they lost 4.188 SOL in that time. They asked for the account to be closed and the losses refunded; later they asked for $1,500 including compensation.
How It Developed
- 2024-06-21Complaint opened. The player says a recorded chat and a written complaint to the casino in February went unanswered.
- 2024-06-22The mediator asked what reason the casino gave and for the chat records and the self-exclusion request; the player emailed what they still had, saying older chats had been deleted.
- 2024-07-01A second mediator took over and tried to reach Solcasino.
- 2024-07-15The mediator checked that a complaint to the licence holder had gone to the right address and asked for a copy of it, which the player sent.
- 2024-07-22The casino never answered, and the complaint was closed as unresolved.
Unresolved
Solcasino never answered the mediator about the ignored closure request.
What Has (and Hasn't) Helped
Nothing worked, because the casino ignored the mediator. When a self-exclusion button fails, record the attempt and email support the same day stating that you have a gambling problem; that dated message is what any later refund claim rests on.