Solverde.pt Casino - Das Spielerkonto wurde gesperrt.

Casino Solverde does not allow me to withdraw money from my account. At game time, the account was fully verified. After canceling the withdrawal request, additional documents were requested to verify the account. I sent them the documents. I didn't receive an answer for several days until I personally contacted the support chat. In the chat, I was informed that my account is under review and some kind of analysis is being carried out. After completing the verification, I will be able to receive the money. But 34 days have passed since then and no one has paid me anything yet. Every week I wrote to the support chat to get at least some information. But every time I was told "wait". No one said how long to wait or what to expect. No information. Today I found out that my account was blocked, but no one sent a notification about it. The situation is outrageous. The casinos are scammers, they stole my money.

O Casino Solverde não permite que eu retire dinheiro da minha conta. No momento do jogo, a conta foi totalmente verificada. Após o cancelamento da solicitação de saque, foram solicitados documentos adicionais para verificação da conta. Enviei-lhes os documentos. Não recebi uma resposta por vários dias, até que entrei pessoalmente em contato com o chat de suporte. No chat, fui informado que a minha conta está em revisão e algum tipo de análise está a ser efectuada. Depois de concluir a verificação, poderei receber o dinheiro. Mas 34 dias se passaram desde então e ninguém me pagou nada ainda. Toda semana eu escrevia para o chat de suporte para obter pelo menos algumas informações. Mas toda vez que me disseram "espere". Ninguém disse quanto tempo esperar ou o que esperar. Sem informação. Hoje descobri que minha conta foi bloqueada, mas ninguém enviou uma notificação sobre isso. A situação é ultrajante. Os cassinos são golpistas, roubaram meu dinheiro.

Dear Fennerim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account has never been marked as verified? Please, could you advise if you have accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding the closed account? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

My account has been fully verified. I made money playing with my own money and bonus money. Attached is a photo of the correspondence with the support chat

Minha conta foi totalmente verificada. Ganhei dinheiro jogando com meu próprio dinheiro e dinheiro de bônus. Em anexo uma foto da correspondência com o chat de suporte

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

I looked at your complaint and will do my best to help you. I would like to invite Solverde.pt Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hi,

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

Olá,

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 Casino,

you should be more specific. This explanation gives us no relevant information.

I was not informed about blocking my account. I discovered this information only when I couldn't log into my account.

Não fui informado sobre o bloqueio da minha conta. Eu descobri essas informações apenas quando não consegui entrar em minha conta.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Hi,

As mentioned above, the player account in question is currently suspended due to regulatory and legal conditions applicable to Solverde.pt.

The customer may at any time, if in his interest, report the situation to the entity responsible for the control, inspection and regulation of the operation and practice of online gambling and betting in Portugal, the Gaming Regulation and Inspection Service (SRIJ), of the Instituto do Turismo de Portugal ( https://www.srij.turismodeportugal.pt/pt/ ), which you can do using the form available directly on the website https://www.srij.turismodeportugal.pt/pt/regulacao-e -inspecao-de-games/contacts/ or via e-mail info.srij@turismodeportugal.pt.

We understand and value the availability of Casino Guru to act as a mediator, however, the customer must formalize their complaint with an official entity with regulatory powers if they understand that there is a breach by Solverde.pt.

The Solverde.pt team

Olá,

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

O cliente pode a qualquer momento, se for do seu interesse, expor a situação à entidade responsável pelo controlo, inspeção e regulação da exploração e prática dos jogos e apostas online em Portugal, o Serviço de Regulação e Inspeção de Jogos (SRIJ), do Instituto do Turismo de Portugal (https://www.srij.turismodeportugal.pt/pt/), o que poderá fazer através do formulário disponível diretamente no site https://www.srij.turismodeportugal.pt/pt/regulacao-e-inspecao-de-jogos/contactos/ ou através do e-mail info.srij@turismodeportugal.pt.

Compreendemos e valorizamos a disponibilidade do Casino Guru para agir como mediador, no entanto, o cliente deverá formalizar a sua queixa junto de uma entidade oficial com poderes regulatórios caso entenda que existe incumprimento por parte da Solverde.pt.

A equipa Solverde.pt

Dear Fennerim,

I am forced to close this case as waiting for the regulator's decision. Please, contact them and let me know about the result. Here is my email address: viliam.v@casino.guru

Dear Fennerim,

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 peter.c@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,

Peter

Dear Fennerim,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.