BetSofa Casino - Player believes that their withdrawal has been delayed.

Hello,

I am writing to you today to lodge a complaint against BetSofa. They do not respect the payment deadlines set out in their terms and conditions. Payments must be made within 24 hours, if the player complies with clause 7.2, which is my case. The first payments of 1000$ (daily limit), since April 19th are regularly cancelled following my requests and postponed. I still have to contact support to finally get a $1000 within 2-3 days. Since April 23, an error message appears when I try to withdraw. The customer service agent then tells me to withdraw by Interac transfer instead of crypto, and since then no more withdrawals and no response from customer service. You can see the transactions on the attachments, as well as the identity verification page, and I have no active bonuses.

Thanks for your help!

Dear franklaqu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Kristina 🙂

First of all, I would like to thank you for your support in this complaint. It's really appreciated. We will be able to close the complaint, as BetSofa has paid the amount due. I'd like to thank them for fulfilling their obligations.

Dear franklaqu,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru