BetSofa Casino - Player faces delayed withdrawals and excessive verification demands.

After the first winnings, despite having a verified account, I was asked for additional verification - firstly a second document (which could be problematic, since a Polish citizen is not required to have 2 valid documents at the same time), then photos with documents and very strange requirements. Finally, a dedicated video with a lot of requirements as you can see from the attached emails. After more than 2 weeks I managed to reach the stage of being able to withdraw my funds. Encouraged by the fact that the account had already been verified in depth I continued playing at this casino. Unfortunately, after 1 win and withdrawal request I received an email which I also attached.

(Your withdrawal requests has been canceled at the request of the AML department of our website. Please provide the following documents for a review:

1. Proof of ownership of your phone number listed in your profile

2. An official 2023 tax return and salary slip for the 2024 period.

3. Notarized passport).

This is already a gross exaggeration and farce. Evidently the casino is trying everything to make the user fail the "verification" process. I don't understand why this casino has such a high rating on your site, if they play such unfair games.

Dear Wilhamek, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. Moreover, casinos are eligible to request further documents for verification as part of the AML procedures.

Could you please specify if you provided the casino with proof of ownership of your phone number, your tax return, salary slips, and a notarized passport?

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

Best regards, 

Veronika

I did provide the casino with several photos and dedicated video where I did all the things the casino wanted for me to do, I can provide you with this docs. Although the documents they want me to provide now are quite sensitive and problematic to collect. For example the cost of notarized passport is about 100€, tax return is very sensitive data, and salary slips will take time to get from HR department. The confirmation of phone number will also take time since I will have to go to the provider in person.

I was successfully verified 3 times and now after next winning I am made to provide them with this ridiculous data. What's next? Picture of my penis with their logo next to it? Let's be serious please

I can only imagine how frustrating it must be to collect so many documents. Hopefully, sending a picture of your private parts won't be necessary.

Could you please inform me if the casino has provided any new information regarding your verification?

What games did you play?

Have you accumulated your winnings with or without an active bonus?

Hello,

Unfortunately the casino took a tactics of voiding the player, they are not helpful at all. Previously when I provided them with dedicated video I did not even get a confirmation of receiving it, I had to write to chat to make sure they got it. Even the "personal vip manager" stopped replaying to my emails.

During the session (time from deposit to withdrawal) I played only 3 games - Big Bass Mission Fishing and Big Bass Golden Lake from Pragmatic play and Wild Bandito slot from PGSoft provider.

I had an active weekly reload bonus, however I did not play a single spin with it since fortunately I managed to fulfill the whole wager without losing my deposited real funds.

If you have any futher questions, I am here for you,

Regards,

Karol

Thank you very much, Wilhamek, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Wilhamek for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetSofa Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Dear Wilhamek,

We apologize for the way this situation has made you feel. You can be assured that we are constantly working to improve our services and provide you with the best possible experience.

Let us inform you that the additional documents were requested by the Verification Department only for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon BETSOFA Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

Please be advised that the AML department is requesting proof of ownership of the phone number, official 2023 tax return and salary slip for the 2024 period, and notarized passport in accordance with KYC policies and anti-money laundering regulations. These measures help ensure the safety and security of both parties. Please note that it is our goal to process winnings as quickly as possible and we do not intend to delay processing.

Kindly note that once the additional documents are submitted, they will be processed quickly.

Thank you for your understanding.

Kind regards,

Betsofa Casino Team

Dear Peter,

As I wrote earlier in my opinion these documents are very sensitive and exceeds the bonds of personal verification, especially that I already provided casino with 2 separate personal documents and I filmed dedicated video with many requirements for them.

Please resolve whether it is right to request such documents from a player.

Thanks!

Karol

Dear Wilhamek, if your concern is the security of your personal information I can assure you the casino has to follow a strict Privacy Policy and adhere to the European GDPR laws. The casino has the right to request these documents in accordance with their terms and conditions which you have agreed to upon registration. Please understand that KYC is a very important and essential process, which has to adhere to anti-laundering policies. None of the licensed casinos take KYC lightly, that's why such sensitive documents have been requested. I can only advise you to provide the requested documents if you would like to continue with your withdrawal process. Thank you for your understanding!

Peter,

Please be serious, what for are those documents? Only to make customer suffer and try not to pay out winnings. The point I accepted is clearly abused:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon BETSOFA Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

With that point you can request everything, even info that can be used in inappropriate way.

When I accepted it, I was sure that the casino is a serious and will limit documents only to necessary. As KYC stand for - Know Your Customer, I provided them with :

- ID photos from both sides

- Bank statement

- Payment confirmation

- Passport photos

- Dedicated photo with many requirements

- Dedicated video with many requirements.

It clearly exhaust the definition of Know Your Customer.

I have been a user of gambling sites for over 10 years and did not came across to such a stubborn verification. Even the infamous verification of 1xbet are not comming as far as this.

Please reconsider this case ones again if you really think this is not an abusive behaviour at casinos site.

Regards,

Karol

Dear Wilhamek, I highly doubt that this is a strategy for delaying payments or an attempt to make you fail verification. Most likely your account has raised some concerns and that's why the casino's AML department is requesting additional documents. The casinos choose how much verification can be required on an individual basis and until you fail the verification without a proper reason given we have no way to assist you as they're operating under the regulations of their licensing authority and terms and conditions. I can only advise you to continue the verification process and provide the requested documents. As mentioned earlier, your private information is protected both by European Law and the casino's own Privacy Policy if that's your concern. I am sorry I can't be of more help.

Dear Wilhamek,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.