BetSofa Casino - Player's account verification is delayed.

I have been waiting for my account to be verified for 1 month, after I requested my first withdrawal, I was asked for additional verification.

I sent everything ordered within 1 business day, at most! However, the casino has an incredibly high response time, the only response I got from the casino was 8 days after sending the first documents, and now I'm waiting another 20 days after sending the other documents, a total of 30 days.

I have been sending several emails since then which have not been responded to.

Hello denilson781,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The verification started on 11/07/2023, but part of this time was caused by my delay in responding!

Hello denilson781,

When was the last time the casino responded to you? Can you please forward the exact same documents to nikolas.b@casino.guru?

last return was 15/dec/2023,

I sent the emails

Thank you denilson781 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello denilson781,

It's Michal again. I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite BetSofa Casino to join the conversation.

Dear BetSofa Casino,

Can you please provide more information on why the player's KYC process has not finished yet?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Dear 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. (ii):

"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.

(ii) Documents have to be provided as photos or scanned copies. We also reserve the right to request personal notarized documents".

Kindly note that this procedure is being done solely for security purposes and money laundering prevention measures.

Dear denilson781,

Please note that as soon as all additional documents are provided and the Verification process is done, we will immediately reach you via email.

Thank you for your understanding!

Regards,

Betsofa Team

Dear denilson781,

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.

I forward everything that is requested, and even so it is absurdly slow! It's been 7 days since I sent another requested document.

Dear denilson781,

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

Dear Betsofa Team,

As the player has sent you the requested documents, can you please provide an update on when the player's verification process will finish?

Dear denilson781 and CasinoGuru,

We are glad to inform you that the additional documents are reviewed and the account is fully verified.

We highly appreciate your patience during this process!

Feel free to contact us with any additional questions.

We are glad to help you!

Kind regards,

BetSofa team

Thank you for the update, Betsofa Team.

Dear denilson781,

As per the Betsofa Team response, your verification finished successfully, and you should be able to receive the withdrawal. Please let me know once you receive the funds so that we can consider this case to be resolved. Alternatively, please let me know if you still require any further assistance.

Dear denilson781,

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.

Dear denilson781,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru