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

Hi Casinoguru. I need your help with a withdrawal problem at Betsofa casino. So, signed up, got the first deposit bonus and meet the wagering requirements, all above board, no rules breached. Got my balance up to €800 and requested a withdrawal. Sent in the required verification documents. Problem is they won’t accept my Driving License as Photo I.D. So sent in both my Passport (out of date) and Public Services Card. Both have my name and Photo of me on them. So that’s three Photo I.D.s all with my full name and date of birth, and all issued to me from the Irish Government. The casino will still not accept anything I have sent to them as I.D. and refuse to process my withdrawal. I have no other forms of I.D. I have given them all the Photo I.D. I have. I have explained this to them and they are still refusing to pay out. I have been playing online casinos for a long time now and never had any issues with verification from any other casino. Driving License was acceptable everywhere else. Just Betsofa don’t see a document issue by the Irish Government Dept. of the Environment with a photo of me, my full name and date of birth as Proof of Identity. I would really appreciate any help you can give me on this issue. And as I have mentioned, I do not have any other forms of photo I.D. I can send them, just the three I have already sent to them.

Thank you.

Dear ricky76,

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 ID 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.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much for your reply, ricky76. I am afraid that without a valid ID or passport you won't be able to pass the KYC. Have you already applied for a new ID/passport?

Yes, I have applied to renew my Public Services Card. I am hoping this will be approved for verification.

Thanks for the confirmation, ricky76. So let's wait until your document is renewed. Have you been informed about how long it will take, please?

Hi Kristina. You can drop the case now. I have closed my account with them. Horrible casino.

Ok, I am closing this complaint as per your request, ricky76. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.