What Happened
A player from Germany asked for an investigation into roughly $20,000 lost at Solcasino. They say they told live chat they were anxious and depressed about gambling and asked to be banned, and that the casino blocked their chat access instead while the account stayed open. They also described withdrawals failing while winning, games closing, and odd visuals in Lightning Roulette.
How It Developed
- 2026-08-15Complaint opened with a long list of records the player wanted the casino to produce.
- 2026-08-20The player said they still had access to the account but no longer had the chat transcript, since the casino had cut off chat history.
- 2026-08-26The mediator said that without proof the player had told the casino about a gambling problem, no refund could be requested, and offered a template for a fresh self-exclusion email.
- 2026-09-09The case was closed for no reply, then reopened on 22 September at the player's request. The player repeated that the original request was made in chat and asked whether Solcasino could be made to produce its own records.
- 2026-09-29The mediator said only an account closure could be helped with, not a refund.
- 2026-10-13After another silence, the case was closed again. It can be reopened.
Abandoned
The player could not show the chat message asking to be banned, and went quiet twice. The casino was never asked to respond.
What Helped
Nothing moved. The whole case turned on a chat message the player could not produce, and the mediator would not ask the casino to dig it out. Make exclusion requests by email and keep the copy; a chat transcript can vanish with your access.