BetSofa Casino - Player’s account suspensed with pending withdrawal.

Hello, my problem has been with getting money from the casino. Now my account has been suspended without any reasonable explanation. After a prolonged KYC process, my account was closed due to suspicious activity. I am left with 600€ in winnings on my account. I don't think I have done anything suspicious and I have submitted all the required documents. This does not seem like a trustworthy casino at all.

My withdrawal has been pending since January 8, 2024, for the last two months.

Hello thecodguya,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetSofa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

probably my account is fully verified after quoted passport. I sent them the notated passport last. I collected my winnings with real money but my account had the first deposit bonus which I canceled. So the funds never ended up as bonus funds and I started the withdrawal process. The last time I spoke to the casino was when I asked why my account was frozen. I haven't received any answer to my issue yet.

Hello thecodguya,

Can you please forward your deposit, betting and bonus history together with any kind of communication between you and the casino regarding this case to nikolas.b@casino.guru?

I cannot log in to the casino's website and the casino does not respond to the request to open an account. All I get with live help is the following message. "As far as I can see, there are no updates yet, you will receive an email in case of any news"

However, it has been a long time since the account was closed and the casino has not reacted to the matter.

Hello thecodguya,

Is there any e-mail communication between you and the casino regarding this case which you can forward to nikolas.b@casino.guru?

I forwarded the messages to email.

Thank you thecodguya for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you thecodguya 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 why was the player's account suspended and what can we do to help the player receive their winnings.

Thank you!

Dear CasinoGuru!

We would like to inform you that according to our system, a group of players with a similar pattern of profile and gameplay has been spotted.

Due to this, for the safety of both parties, we need to conduct a full internal investigation on the player's account. 

This process may take up to 3 months from the time the player is informed, but our team will do our best to ensure that this is done as soon as possible.

Once the process is complete, all parties will be informed immediately.

We thank you for your patience and understanding!

Best regards,

BetSofa Casino Team