BetSofa Casino - Player’s struggling to receive his winnings.

Hallo,

die Problem ist,dass Betsofa Casino ab 07.03 nicht mehr für deutsche Spieler zugänglich ist.Ich war VIP-Spieler mit 2322 Euro auf Spielerkonto.Am 05.03 hat Betsofa mir 1000 Euro ausgezahlt.Und am 07.03 und 10.03 habe ich Nachrichten von VIP-Manager Betsofa bekommen.Sie hat gesagt,dass Betsofa nicht mehr für deutsche Spieler offen ist,und Casino kann mir das Geld in Cryptowährungen auszahlen.Ich habe aber keine Vertrauen und Interesse auf Crypto! Heute wollte ich mit Casino kontaktieren und Bescheid sagen.Ich kann aber nicht mehr bei Betsofa anmelden.

Dear Guru69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

When was the last time when you succeeded in contacting the casino, please?

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

Hallo Petronela,

letzte Kontakt war am Donnerstag 09.03.VIP-Manager von Betsofa hat mir Cryptoauszahlung Alternative angeboten.Ab heute kann ich nicht mehr Betsofa Internetseite besuchen.

Hallo,

wenn nichts anderes geht,dann ich mit Cryptoauszahlung einverstanden bin.Ich muss aber zuerst ein Crypto Wallet machen.

Ich meine,ein Konto für Cryptowährungen.

Thank you very much, Guru69, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Meanwhile, please feel free to check some of these articles.

https://casino.guru/skrill-casino-guide

https://casino.guru/neteller-casino-guide

https://casino.guru/paysafecard-casino-guide

Were any of these payment methods offered to you as an alternative way to receive your winnings?

Hello, Guru69,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BetSofa Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetSofa Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What are the currently available payment methods for the player to withdraw the remaining balance? What needs to be done on the player's side to successfully withdraw the disputed funds?

Thank you in advance for providing the information.

Dear Guru69 and CasinoGuru,

Please be informed that due to new regulations for the German region, funds cannot be withdrawn via bank. CryptoPay is an alternative method of withdrawing funds.

The suggested withdrawal method was recently used to withdraw part of the Player's funds.

Based on what our team can see, Guru69 recently made another withdrawal request to withdraw the leftover funds. Please note that a withdrawal request will be processed shortly.

Best regards,

Betsofa Team

Dear Guru69 and CasinoGuru,

Please be informed that the last withdrawal request was successfully approved.

Thank you for your patience!

Best regards,

Betsofa Team

Thank you for the updates, Betsofa Team!

Dear Guru69,

Can you please confirm that all the disputed funds have been paid out?

Lieber Casinoguru-Team,

Betsofa Casino hat mir gestern restliches Geld ausgezahlt! Vielen Dank für ihre Hilfe und Unterstützung! Und noch was…BetSofa bleibt für mich immer noch ein seriöser Casino…schade,dass Spieler aus Deutschland nicht mehr hier spielen können.

Great news, Guru69!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, BetSofa Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru