BetSofa Casino - Player faces excessive verification demands for withdrawal.

Hi so I registered to this Casino months ago, submitted required documents for verification at that time and my account was verified. I did not use the account for months until recently when I decided to start playing in that casino and deposited amount there amounting to 20000 ars,played and won 40000 ARS. So thinking my account was verified and I could withdraw I tried to withdraw but it did not go through,upon consulting the customer they asked me to provide further documents. Everytime I provided every document they asked for,My ID,my driving license,me holding the IDs and other texts, Even made a video and sent to their email. I have never done such things in any casino but I was willing to provide to them. As if all that was not enough,they went on to ask for my passport,I don't have a passport.In my country we rarely apply for passports unless travelling outside country. I provided every other document I had and they requested. I tried to tell them that I don't have a passport and they said that that is the only way I can be able to make any withdrawal. I already provided my national id and my driving license but now I even have to provide a passport for verification. I tried to tell them I am no longer interested in having an account with them anymore and if there was anyway I could get my money out of there but they said I will need the passport.I find that absurd tbh because I have uploaded every other document they requested and it's been weeks almost months.If they cannot verify me with what I have then I am not interested in their site and they should just send my money in any method they choose.

Dear Jt200,

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. 

• Have you received an explanation as to why the casino is requesting your passport in addition to the already verified documents?

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,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

There has been no reasonable explanation as to why I have to provide even the passport which I don't have,even after providing all the other identity verification documents

Thank you very much, Jt200, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

So what am I supposed to do ?

Hello, Jt200!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Dear Jt200 and CasinoGuru,

Please be informed that the verification process is ongoing and additional documents were requested by the Verification Department 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."

Kindly note that you do not need to provide a passport, however, to complete the full verification of the gaming account we need to receive a scan of a notarized Identity Card.

We truly appreciate your understanding and cooperation throughout this process.

Regards,

Betsofa Team

You have stated very well passport or ID, I already provided you with my national ID,Even a selfie while holding it.Why else would you need a passport even after I told you I don't have a passport,for identity I can provide my ID or even my driving licence comfortably...now if I may ask is a notarized identity card same as my national ID,can my national ID or my driving licence serve the purpose?

Dear Jt200,

Thank you for your response.

Please note that to complete the additional verification you have to provide us with the notarized identity card.

Kind regards,

BetSofa Team

Jt200, verification process is an essential part of using any casino's services. It is done to protect casinos and players from criminals and money launderers. Requesting notarized identity card may be seem excessive, but it is certainly not something that is out of order, so I would ask you to submit it for the verification.