HomeComplaintsBetSofa Casino - Player demands a refund after casino restrictions.

BetSofa Casino - Player demands a refund after casino restrictions.

Amount: €1,400

BetSofa Casino
Safety Index:High
Submitted: 12 Jan 2024 | Case closed : 15 Jan 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

9 months ago

The player from Germany had lost 1400 Euros before the casino blocked access for German players due to internal reasons. The player suspected the site had planned this block prior to his deposit and wanted a refund. We had informed the player that he was not eligible for any refunds as he had lost his balance while playing at the casino. The player didn't accept this explanation, but as the casino's actions were in line with their terms and conditions, we had closed the complaint.

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9 months ago
Translation

After I had lost 1400 Euros, the casino abruptly barred the website for German players, no longer accepting them due to internal reasons.


Consequently, I demand a refund of my betting stakes totaling 1400 Euros, as it seems the operator likely decided before my deposit to block access for German players and no longer allow them to engage in games.

Automatic translation:
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9 months ago

Dear hschlue88,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with BetSofa Casino.

I apologize, but unfortunately, you are not eligible for any refunds as you lost your balance while playing at the casino. If you had won something and the casino refused to pay you out due to adding Germany to its restricted jurisdiction, the situation would have been different. However, regardless of whether Germany was restricted or not, playing away your balance would still result in a zero balance.

Please let me know if there is anything else I can assist you with, otherwise, this complaint will be closed.

Thank you for your understanding.

Best regards

Veronika

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9 months ago
Translation

No

Automatic translation:
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9 months ago

Thank you for your response. This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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