The player from Finland was unable to withdraw his winnings due to the casino's refusal to accept his driver's license as ID and insisted on a passport, which the player did not have. We attempted to learn what options for a valid ID the player can provide. Nevertheless, the player decided to close his account with the casino which led us to reject the complaint as verification couldn't be completed anymore.
BetSofa Casino - Player is unable to use a driver's license for ID verification.
Amount: €300
BetSofa Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
the casino does not accept a driver's license as ID, only a passport will do. I don't have a passport and all other casinos have a driver's license as proof of identity. So I can't withdraw my winnings.
Public
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8 months ago
Dear jiikoo76,
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.
I checked the terms and conditions and found this:
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.
- Could you please advise if you have any additional documents that might serve as a valid ID?
- Is issuing a passport or other forms of ID a valid option for you?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Public
Public
8 months ago
Dear jiikoo76,
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.
