Safer Gaming

What is Safe Gaming?

Safe Gaming is the set of measures, tools and controls that help guarantee a safe, fair, transparent and responsible gaming experience.

Solcasino operates under the regulation of the Dirección General de Ordenación del Juego in Spain. This implies complying with technical, legal and operational requirements aimed at protecting customers, preventing access by minors, guaranteeing the security of transactions and ensuring the integrity of the games.

What guarantees does regulated gaming offer?

Regulated gaming offers guarantees so that customers can play in a safe and controlled environment.

These guarantees include:

• Access control to prevent underage gambling.

• Tools to protect and limit gambling activity.

• Supervision of the activity by the regulator.

• Security in deposit and withdrawal operations.

• Protection of customer's personal data.

• Complaint mechanisms in the event of an incident.

How is it guaranteed that the games are safe?

The games available on Solcasino comply with the applicable technical and regulatory requirements.

This includes security, integrity and performance checks to ensure that the results are random, that the games work correctly and that the experience is conducted in a safe environment.

What is the random number generator?

The random number generator is the system that randomly determines the results of the games.

This system ensures that the results cannot be manipulated and that each game is independent. In games such as slots, roulette, blackjack or other casino games, the random number generator ensures that the outcome is fair and random.

What is the RTP or return to player?

The RTP, or return to player, is the theoretical percentage that indicates how much a game can return in prizes with respect to the total amount wagered over the long term.

For example, an RTP of 96% means that, theoretically and calculated over the long term, the game would return €96 for every €100 wagered. This does not guarantee concrete results in an individual session, as each game depends on chance.

You can consult the RTP information within each game or in its specific rules.

Can I complain if I detect an incident in the game?

Yes, if you detect an issue during a game, a wager or any operation related to your account, you can contact Customer Service so that we can review your case.

We recommend that you provide as much information as possible, such as date, time, game or bet affected, amount, screenshot if available and a clear description of what happened.

Solcasino will review the incident and give you a response in accordance with internal procedures and applicable regulations.

What deposit limits apply to my account?

In accordance with current regulations, the following deposit limits apply at the time of account opening:

• Daily limit: 600 €.

• Weekly limit: €1,500.

• Monthly limit: €3,000.

These limits are applied to the deposits made in your account and can be consulted from your personal area.

Can I change my deposit limits?

Yes, you can request a reduction or increase of your deposit limits from your personal area.

If you request a reduction, you will be able to set lower limits than the current ones.

If you request an increase, it will be necessary to comply with the requirements established by the current regulations. This may include the completion of a responsible gaming test and other checks aimed at protecting the customer.

When is a change in my deposit limits applied?

Limit reductions are applied according to the deadlines established by the applicable regulations.

Limit increases may require additional checks and will not be applied until the relevant regulatory requirements have been met.

If you increase your deposit limits above €600 per day, €1,500 per week or €3,000 per month, you will not be eligible to receive personalized promotions for 30 days after the new limits are applied.

What is the responsible gaming test?

The responsible gaming test is a tool that helps to assess whether the increase of deposit limits is appropriate for the customer.

It is intended to reinforce customer protection and help prevent risky behavior. In some cases, it will need to be completed before a limit increase can be applied.

What are the eligibility requirements for promotions?

To be eligible for certain promotions, you may need to meet requirements such as having a verified account, meeting the specific terms and conditions of the promotion and being considered an eligible customer under the safe play criteria.

Customers who have active restrictions, are self-excluded, have had their promotional eligibility suspended or do not meet the requirements set out in the terms and conditions of the promotion will not be eligible for promotions.

What may affect my eligibility to receive promotions?

Your eligibility to receive promotions may be affected if you do not meet the terms and conditions of a promotion, if you have active restrictions on your account, if you submit a pending withdrawal for processing or if safe play preventative measures are applied.

It may also be affected if you request an increase in deposit limits above the initial limits set by regulation. In that case, you may not be able to receive personalized promotions during the applicable period.

What happens if risky behavior is detected?

If Solcasino detects possible indicators of risky behavior, preventive measures aimed at protecting the customer may be implemented.

These measures may include temporary limitations on participation in promotions, restrictions on increasing deposit limits or other protective actions provided for by internal safe gaming regulations and policies.

If preventive measures are applied to your account, Solcasino may notify you by email or by a notice in your account.

What happens to promotions if safe play safeguards are applied?

If safe play prevention measures are applied, you may not be able to receive new promotions during the period in which such measures are active.

Promotions or bonuses that were already credited prior to the implementation of the measures will be handled according to their specific terms and conditions.

No bonuses or promotional awards will be retroactively credited if, during the limitation period, the applicable eligibility requirements are not met.

Can I take a break or limit my activity?

Yes, if you want to reduce or pause your activity, you can use the tools available in your account or contact Customer Service for guidance.

These tools can help you maintain greater control over your gaming activity and deposits.

Where can I go for help if I think I have a problem with the game?

If you feel that gambling is no longer a leisure activity or you need help, we recommend that you contact Customer Service so that we can guide you through the tools available to you.

You can also turn to organizations and resources that specialize in responsible gambling for support.