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

I am writing in response to this relatively new casino I was able to deposit money without any verification of any kind upon with drawl request and interact E transfer I was told that it would be processed within two business days I then received email requesting TWC procedures I submitted a copy screenshot of my passport as well as a screenshot of my bank statements displaying my address 24 hours later I received a reply stating that the screenshot is not acceptable way to submit my passport and the same applies for the bank statement how else am I to submit A copy of my bank statement where I subscribed to the statements other than taking a screenshot how else so then I contacted life support they kept me on the line for 15 minutes and accomplished absolutely nothing I then cited to submit two documents that I had readily available and not screenshots that being my Ontario drivers license displaying my address picture and date of birth etc. as well as a credit card statement the first page I took a photo of those two and submitted them and now I just received documentation email back stating that for whatever reason that is also not acceptable.

I have tried to reach out to life-support chatting for 15 minutes I received absolutely zero assistance they just wasted my time I have been sending emails back-and-forth to the verification department they also said that I believe they require the passport in the bank statement as originally submitted I enlighten them that the passport is in my safety deposit box and due to Covid I don’t feel the need to go to my safety deposit box in the bank statement well that is an online thing anyways so

I now am of the sad feeling that they are trying to do everything in their power to possibly not pay me if these documents are not submitted within five days the email says my account will be closed and funds probably forfeit this was played with my own money not using bonus of any kind

in fact a casino host CALLED me the night prior to me depositing and making this withdrawal asking me to think about being a preferred player for the Site. Perhaps I made this initial deposit and withdrawal to see how the process would be if I need to become a large player and make this my primary site wow this is nothing short of ridiculous I am frustrated beyond belief I’ve got absolutely everything that has been asked of me I have submitted all of my personal information and giving them truthful information I’ve given them exactly what is requested and I’ve even done more I’ve spent countless amount of time in emails chats in discussions and even now I am having to continue writing this I find it’s so unfair and I feel that the only degree of assistance like may be able to get these from you here at casino girl you have a stick me in the past or something similar I know I hope I can rely on you again because there is so limited forums that look out and assist the player it is all the sites and sells that squash the player and we have no rights yet the site would not exist unless it was for us at this one when I feel that this is fraud and theft as I have submitted for documents and I have received no information to say that it is acceptable.

I would be more than happy to submit to him all the communication I’ve had with them please let me know where I can submit this documentation as it would dictate and show the length I’ve gone through to withdraw $800 which in the grand scheme of things is not a lot of money but I do not appreciate getting robbed for my hard earned funds

as that is the situation now I have done what any other KY procedure would determine as satisfactory and for whatever reason they are not excepting at this moment again I am hoping you will reach out for me thank you in advance

Hi apologize in advance for any typos that may arise in this lengthy communication as my voice texting may be off and the reason for it set tables any clarification that you may need your free to ask

erik F.

Dear woodbine777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your passport and bank statement seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

Would you be so kind and forward any relevant communication to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Let me start by saying that you’re service and what you do for the players is very special as there really is no recourse for the players against the casinos which is sad and troubling being that you are on the players side and you have great knowledge of how the process works you all should be applauded for what you do on a continuing basis. It is very much needed and appreciated by us all as your efforts usually get results and if not well it is a public forum to display and that is the biggest thing that we can do the reviewing and how others have been treated…. anyways I digress… i’m getting off topic

but remaining on topic I would simply like to state that I tried many emails and I even emailed the gaming commission directly and attached copies of this correspondence to the casino in question and nothing happened until I attached a copy of the matter that was posted here in Casino gurus well may I say that the moment that was submitted they accepted my identification and forwarded the funds in a quick and efficient time.

basically my frustrations was that I complied and I submitted over and above the required documentation they would not except the way it was submitted being that it wasn’t an original and true copy of my passport rather it was a screenshot or a photograph my passport was in my safety deposit box and I couldn’t get it out and that is why they did not accept my verification as it was I find it that crazy ridiculous frustrating and not needed nor warranted especially when it was supported by other documentation that 99.9% of the time could only be submitted by its rightful owner they also put a little caveat on their site that if it is not dealt with within five days after the initial time you submit it they close your account and they keep the funds so that is the shady business practises that they have

Well in any case I receive my funds quickly after they were informed of my review with your site so in the end it was resolved but with plenty of hassle aggravation and frustration thank you for all you do for all of us players

Thank you very much for the nice message, woodbine777! We are more than happy to help whenever possible.

Now, do I understand correctly that the issue has been resolved? Do I have your permission to close this complaint, or is there anything else I could help you with?

File can be closed yes thank you thank

Awesome news, woodbine777. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.