The player from Germany is experiencing difficulties withdrawing his funds due to a limited availability of payment methods and a technical issue. Player’s complaint has been resolved successfully.
BetSofa Casino - Player’s struggling to withdraw his winnings.
Amount: €800
BetSofa Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I deposited EUR 51.00 with a token and asked for EUR 800.00 to be paid out via a token after the bonus had been implemented.
Now the casino informs me that it can only withdraw my deposit of 51.00 euros via a token due to alleged technical problems and the remaining 749.00 via a crypto wallet. But since I don't have a crypto wallet, I asked several times to pay out everything via token or to offer a bank transfer. They refuse to do so.
Automatic translation:
Public
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3 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method (https://www.jeton.com/ in your case) was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions.
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
Public
Public
3 years ago
Translation
Hey
I checked beforehand whether the token is available for payout and was also able to request a payout. The casino canceled this on the grounds that there were technical problems with the token and I should withdraw or continue to play via a crypto wallet.
After a few emails with support, I requested another payment via token and this is supposed to be carried out at the end of this week.
My account is verified.
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Public
Public
3 years ago
Translation
Case can be closed.
The casino transferred the amount this morning.
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, dati1991, for your confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
