The player from Germany was experiencing difficulties withdrawing his winnings due to the limited availability of payment methods. A withdrawal of all remaining balance was confirmed a few business days after the casino informed us about the instructions and available payment method. The complaint is resolved.
BetSofa Casino - Player’s struggling to receive his winnings.
Amount: €1,322
BetSofa Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
The problem is that Betsofa Casino is no longer accessible to German players from 07.03. I was a VIP player with 2322 euros on player account. On 05.03 Betsofa paid me 1000 euros. And on 07.03 and 10.03 I have messages from VIP manager Betsofa received. She said that Betsofa is no longer open to German players and the casino can pay me the money in crypto currencies. But I have no trust and interest in crypto! Today I wanted to contact the casino and let them know. But I can no longer register with Betsofa.
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1 year ago
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
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1 year ago
Translation
Hello Petronela,
Last contact was on Thursday, March 9th. Betsofa's VIP manager offered me a crypto withdrawal alternative. As of today, I can no longer visit the Betsofa website.
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1 year ago
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Hello,
if nothing else works, then I agree with crypto payout. But first I have to make a crypto wallet.
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1 year ago
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?
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1 year ago
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.
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1 year ago
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
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1 year ago
Dear Guru69 and CasinoGuru,
Please be informed that the last withdrawal request was successfully approved.
Thank you for your patience!
Best regards,
Betsofa Team
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1 year ago
Thank you for the updates, Betsofa Team!
Dear Guru69,
Can you please confirm that all the disputed funds have been paid out?
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1 year ago
Translation
Dear Casinoguru team,
Betsofa Casino paid me remaining money yesterday! Thank you for your help and support! And one more thing...BetSofa is still a reputable casino for me...it's a shame that players from Germany can no longer play here.
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1 year ago
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
