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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Solcasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thank you for your response and for addressing my issue and complaint. I truly appreciate the help and service provided by Casino Guru team .

Regarding the questions asked above:

1.I have been a player with my old account at SolCasino.io for almost three years. My new account was blocked on October 27, 2025, right after the KYC and AML verification requested by the Solcasino team on October 26, 2025.

I created the new account because of withdrawal limits and had been using it for about 3–4 months. The casino was aware of both my old and new accounts, and I even informed them about my old account after the new one was banned. At that time, the balance in my new account was $99,937 (approximately $99.9K).

My old account remains active, and I have continued playing from it. Just a week ago, I lost $60K using my old account. I contacted a member of the SolCasino.io support team again and asked them to verify my account, explaining that I am a legitimate player and have never violated any rules or regulations. Their response was that even though they were aware of my loss, it did not affect the decision to ban the new account.

My question is: what was the reason for banning the new account—was it only because it had a remaining balance of $99,937? If not , why wasn’t any action taken against the old account?

2.I only play Live Baccarat, and the reason stated for the ban was "opposite betting through multiple accounts." That does not make sense because I play for long hours with high stakes—many times placing bets up to $5,000 per round. No one would risk such large amounts for a small bonus or reward of $20–$25.

Additionally, in Baccarat, there are rounds where the Banker wins but pays half to the player, which is a clear disadvantage for the player even if they bet on both sides.

3.It is possible that I might have received a small bonus amount—perhaps around $12,500—after playing continuously for months, around 6–7 hours a day, often risking $45–50K per session. The rest of my balance (around $87–88K) was my own funds and winnings.

My playing history clearly shows that I was at one point down by nearly $50K, but managed to recover through legitimate play—something that happened multiple times. Even while I was losing around $20–23K from my old account, no action was taken against that one.

I respectfully request that the SolCasino.io team review this matter again. If I have unintentionally violated any rules or regulations, I am willing to accept a fair fine or penalty, or even a reasonable deduction from my remaining balance of $99,937 (approximately $99.9K).

If the casino truly acts fairly and treats all players equally or especially players like me, who consistently achieve first place on the weekly leader board through high wagers then I sincerely do not understand why my request for a partial refund has not been accepted. It feels completely unfair and disheartening.

I have attached several screenshots for your review. Please feel free to contact me if you need any additional information—I am available anytime.

I sincerely hope this issue will be resolved as soon as possible. I have great trust and hope in the Casino Guru team to consider my case fairly.

Thank you very much for your help and support.

Best regards,

[Santa Gurung as "panda999"]

Thanks for your reply.

Please note that opening multiple accounts is prohibited in most online casinos. If the casino never explicitly allowed you to create new accounts as an exception due to specific circumstances, we may not be able to assist you. Could you please clarify your history of having multiple accounts in more detail? Have you ever informed the casino of your intention to open more accounts? Has the casino acknowledged the issue regarding your previous accounts?

Please let me know.

Dear Casino Guru Team,

Thank you for your reply regarding my issue.

I would like to clarify that I have only two accounts in total—not four or six. One of TWO accounts has been banned, which I have already informed you about. The other is the account from which I lost more than $60,000 a couple of weeks ago. I have been using the newer account for approximately 3–4 months, while the older account has been active for about 2–3 years.

My concern is that the older account has never even undergone KYC verification, and I contacted the casino through that account after losing more than $60,000. Despite this, the casino did not ban or block the older account. This raises the question: why was only the new account banned? Was it because the balance on that account was around $100,000?

As I explained earlier, I opened the second account only because of the withdrawal limits. The casino was fully aware of this situation. Initially, I had only one account, but when the withdrawal limit was not high enough to withdraw the $100,000 balance, I requested an increase. I believe at that time I asked them to review my account and allow me to increase my withdrawal limit. If I had knowingly done anything against the casino’s terms and conditions, I would not have asked them to review my account in the first place. After that, I think they already knew that I was using two accounts and that both accounts were active and being used for playing. , I created the second account in an attempt to double the withdrawal capacity. Unfortunately, I still could not withdraw the funds, and eventually, I lost money on both accounts.

I have clearly explained this through chat and email communication with the casino. I also requested a partial refund of the remaining balance, even after applying any fines or penalties for unintentionally using two accounts. However, my request was denied.

The casino clearly recognizes that I have been one of their most loyal and valuable customers, which is likely why my old account remains active and has not been banned. This makes the situation even more confusing and concerning.

I kindly ask for your assistance in helping recover the remaining balance of $99,937 (approximately $99.9K)—even if only a partial amount or percentage can be returned. I am willing to accept any proportion of the remaining balance.

Thank you in advance for reviewing my case. I truly appreciate your time, understanding, and support, and I hope this matter can be resolved as soon as possible.

Sincerely,

panda999

Thanks for your explanation.

Could you please explain how opening multiple accounts was supposed to enable you to withdraw more than from a single account?

Kindly provide evidence that the casino was aware of your opening and using multiple accounts with timestamps, if available. Send it to my email at [email protected]

Thanks in advance for your cooperation.

Hello, thank you for the support Casino Guru Team,

Thank you for your assistance so far. I would like to clarify my situation regarding the use of multiple Phantom wallets.

I used two Solana-based Phantom wallets, not for misuse, but for personal security, diversification, and general crypto safety practices. Many users today hold multiple wallets for these reasons. At no point did I intend to break the rules.

You cannot install two Phantom wallets in the same web browser, so I installed one in Chrome and one in Firefox. While using them, the IP address was the same, of course.

If you speak with their team, please include this: the only reason my account was verified is because I asked for verification myself. I contacted live support because my withdrawal limit was too low. I requested them to verify my account and my details so I could increase my withdrawal limit.

After they verified me, they saw the $90K+ balance and my winnings. Then they decided to ban me and used any reason they could find, even though those reasons are not valid.

My older wallet is 2–3 years old, and the second one was created only for gambling purposes. I believed the first wallet was unlucky, so I used the second one for baccarat. after I won over $50,000, but withdrawals took over 24 hours and were limited to $9,900. To avoid keeping large funds in a single wallet, I continued to play on both wallets. Unfortunately, I consistently lost on the older wallet and could not profit.

During gameplay, I do not believe the system recognized both wallets as mine. I only play baccarat and do not engage in any other games. If my activity was considered a rule violation, I received no warning at the time, even though such a warning could have prevented significant loss.

After the ban, I continued playing on the older wallet and unfortunately lost an additional $60,000. Only afterward did I inform in support live chat of socaino.io that both wallets belonged to me. Support acknowledged this in live chat but stated that the decision was final.

At first, they emailed me saying the problem was opposite betting. Later, they realized that in baccarat, opposite betting is actually a disadvantage for the player. The game is designed so that even opposite bets can lose, especially when the Banker 6 pays only half. I explained this to them very clearly.

After that, they changed their explanation and gave me different reasons, which shows they were simply reacting to my continuous winnings and the large balance in my account. If their reasons were truly valid, then why did they allow my old wallet to continue playing? I had already lost more than $60,000 on the old wallet after they banned the new one, even though I informed them that both accounts belonged to me.

I understand if I unintentionally violated the rules. acceptance of deduct all bonuses and even winnings if necessary. However, I respectfully request a fair partial refund of my remaining balance. After any penalties or adjustments, I would be grateful for any reasonable percentage returned.

Thank you for your time and understanding. I appreciate your reconsideration.

Dear Panda999,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Adam ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Panda999,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask you to clarify if you have played from both accounts simultaneously (logged into both at the same time)?

We would like to invite Solcasino.io to join the conversation and help with the resolution of this complaint.

Dear Solcasino.io,

Can you please provide further details about the specific reasons for closing the player's account, and any relevant evidence to support this decision?

Kind regards,

Adam

Thank you for all your support regarding my case. No, I did not play at the same time. There may have been a difference of a few minutes or seconds because the withdrawal limit on my new account was unable to make a withdrawal for 24 hours, so I used another account to play and withdraw with the new $9,900 limit.

I was blamed for placing opposite bets. This is the main point I want to clarify: as a high-stakes player who plays for hours, betting $5,000 on each hand, sometimes losing $50,000–$60,000 and recovering $40,000–$50,000, there is no reason for me to place opposite bets just to gain a $20–$30 bonus.

Dear Solcasino.io,

I played only the game Baccarat. In Baccarat, opposite betting is not a practical or meaningful strategy, particularly because a Banker win on 6 pays only half. This rule already places the player at a disadvantage, even if someone attempted to bet on both sides.

If I unintentionally violated the rules by opening another account due to the withdrawal-limit issue, I am ready to accept any fines or penalties related to the bonuses I received or a partial refund. However, I believe banning the account and taking the full balance is too harsh. This situation is very disheartening for me as a high-stakes and regular player.

Thank you very much for your time, understanding, and consideration regarding this matter. I sincerely hope for a fair resolution and appreciate your attention to my case.

Sincerely,

panda999

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.