HomeComplaintsBetSofa Casino - Player’s struggling to complete account verification.

BetSofa Casino - Player’s struggling to complete account verification.

Amount: $588

BetSofa Casino
Safety Index:High
Submitted: 28 May 2022 | Case closed : 22 Jun 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Mexico is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago


Always file certification.




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2 years ago

Dear ok880ok,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

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2 years ago

Began to draw, on May 21, KYC until now

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2 years ago

I fully understand your frustration, ok880ok. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

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2 years ago

Hello ok880ok,

Have there been any developments since our last conversation, please? 

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2 years ago

Dear ok880ok,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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