The player from Germany tried to withdraw his winnings, however, the casino informed him that players from his country are no longer accepted. The casino responded and informed us that the player's bets were being checked by the game provider. After some time, the casino informed the player that the checks were completed and that the player could now withdraw their funds. After some problems with the availability of payment methods, the player eventually received all of their payments and the matter was resolved.
BetSofa Casino - Player's struggling to withdraw his winnings.
Amount: €8,000
BetSofa Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello everyone,
I requested a payout of 8000 euros 3 weeks ago. Now they keep putting me down and writing my profit is being checked by the gaming provider.
I was verified there a long time ago and have already paid out 6,000 euros, but that also took longer than normal. Just not as long as now.
Again and again the vip@betsofa.com writes to me that he supposedly checks every day whether it is now checked. Although it was a normal (but big) max win at pragmatic.
At first I thought to myself, well, then it will take a while, they are serious. But now I'm getting nervous because the vip guy from betsofa wrote to me that betsofa is no longer allowed for German players.
Ok is of course stupid but I won before and normally it is paid out at least.
Until yesterday I was able to register and see that it is still pending. But today only the information comes that it is no longer possible.
I don't know what to do anymore... I'm worried that they'll just undermine it because, as a German, I'm not allowed to play with them anymore.
Maybe you have another idea, unfortunately my hands are tied now. Thanks and Greetings
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1 year ago
Dear Hesekin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you've lost access to your account? Could you please advise when exactly you made your last successful withdrawal and how many days did it take?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina,
I received my last payout for the first amount on February 6th. That was also a big prize that I won on January 31, 2023. Then I also received an email that the gaming provider was checking the profit and that would probably be normal for them.
The check was probably through on February 6th and I received my money in 1,000 euros. This lasted until February 16th until everything was there.
I played without a bonus!
The problem with accessing the account is that I can't open the page since yesterday because German players are not allowed. It's not the fault of betsofa. Because the day before yesterday I was registered and saw that my payments are all shown as unprocessed.
I won the current prize I'm waiting for on February 23rd, 2023, even played without a bonus!
And since then it has been checked by the "gaming provider" according to betsofa.
As written, of course, betsofa can't play anything for the German one anymore, but I would still like to have my prize.
I also don't rate betsofa in such a way that they just ignore me now, but it's just a strange feeling because I can't open the page anymore and therefore can't do anything. And it's been almost 3 weeks now.
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1 year ago
Thank you very much for your reply, Hesekin. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello, thanks for the trouble.
Here is one of the many replies by email from betsofa: " Hi, Andreas!
The bet checking process is still ongoing.
We appreciate your patience in advance!
From my side I'm daily asking the gaming provider to inform us about the process, but they're still checking it.
Fingers crossed that it won't take too long! :)
Kind regards,
elizabeth,
BetSofa VIP Lounge Manager "
Well, and that's how it always goes back and forth when I ask...
Incidentally, that was also the case with my previous payout (6,000 euros profit) and then I received the money after 2 weeks in the normal stages according to the terms and conditions.
I'm still assuming everything will be fine, but it's been over 3 weeks now....
I can understand that the casinos hold you back and hope that the player cancels or gambles away part of the money... 🙂
But in my case it doesn't work at all, since German players are no longer allowed to play there.
They also wanted to give me free spins or a bonus in between, but I politely declined, because I told them I would only keep playing until I got my full payouts. It was the same with them before that.
When the money of 6,000 euros finally came, I played with them normally again. Well and then at some point this prize here 🙂
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1 year ago
Thank you very much, Hesekin, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello Hesekin,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BetSofa Casino to join the conversation and participate in the resolution of this complaint.
Dear BetSofa Casino,
Can you please provide an update on the status of the player's withdrawal?
Kind regards,
Adam
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1 year ago
Dear CasinoGuru,
We would like to inform you that the provider is currently checking the Player's bets. Once this process is complete, we will proceed with the withdrawal process immediately. It is important to note that the recent restrictions imposed on German players not affecting the bet-checking process. As it is stated in clause 7.15 of the Terms & Conditions:
"BetSofa reserves the right to check big wins with Game Providers."
Dear Hesekin,
We understand that waiting can be frustrating, and we are dedicated to expediting the entire process as much as possible. Rest assured that we continually push the provider. Any updates according to the process will be communicated to you promptly via email by your personal manager.
Please do not hesitate to contact your personal manager if you have any additional questions or concerns.
Thank you for your understanding!
Regards,
Betsofa Team
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1 year ago
Dear BetSofa Casino,
Thank you for clarifying the situation.
Dear Hesekin,
Please Keep us updated on any progress.
Kind regards,
Adam
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1 year ago
Dear Hesekin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello,
Unfortunately nothing has happened as of now. I only received an email from betsofa on April 6th that said it was still being checked by the provider (see below), but I'm still confident...
Hey Andrew!
Would like to inform you that the bet checking process is still ongoing.
From our side we're doing all in our power to push the provider in order to speed up the process, so you will get your well-deserved winnings as soon as possible.
Fingers crossed that this process will end up soon!
Your patience is much appreciated Andreas.
warm regards,
elizabeth,
BetSofa VIP Lounge Manager
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1 year ago
Hello Hesekin,
It can take a while for all of the bets to be checked with the provider, so hopefully it will just be a matter of time.
Dear BetSofa Casino,
Can you provide an update?
Kind regards,
Adam
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1 year ago
Dear Hesekin and CasinoGuru,
We would like to inform you that the bet-checking process is still underway as per the latest update from the provider.
Our team will keep you updated as soon as any changes/updates occur, and we appreciate all parties' patience.
Regards,
BetSofa Team
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1 year ago
Dear Hesekin,
Has there been any further progress with the situation? Have you heard anything further from the casino?
Kind regards,
Adam
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1 year ago
Hallo zusammen,
Fortschritte leider keine. Leider noch immer der gleiche Status.
Vom casino diese Mail vom 21.04.2023
Hey, Andreas!
We are pleased to inform you that the bet-checking process is still ongoing and we are still waiting for the answer from the provider.
Your patience is much appreciated and as soon as the check will be finally over, we will contact you straight away and will proceed with your withdrawal requests according to the T&C and limits.
Whenever we receive information, we will keep you updated, Andreas!
Best regards,
Elizabeth,
BetSofa VIP Lounge Manager
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1 year ago
Dear BetSofa Casino,
We have still heard nothing further regarding the bet-checking, are you able to advise us on an estimated timeframe within which this might be concluded?
Kind regards,
Adam
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1 year ago
Dear Hesekin and CasinoGuru,
Based on the most recent update from the provider, the bet-checking process is still in progress.
Be assured that we will continue to monitor the process closely and push the providers accordingly.
Once there are any updates, we will ensure to provide a prompt update.
Best regards,
Betsofa Team
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1 year ago
Dear Hesekin,
I have made contact with the casino via Skype and I am awaiting further information, so I will extend the timer once more while we wait for this.
Kind regards,
Adam
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1 year ago
Dear Hesekin and CasinoGuru,
Please be informed that bets are still under review by the provider. It is important to know, however, that our team is actively monitoring the situation.
Kindly note that as we mentioned before, in order to expedite the process, we are continually working to ensure that the outcome is received in a timely manner. Once the checking process is complete, we'll notify you immediately.
Your patience and understanding are greatly appreciated.
Regards,
BetSofa
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1 year ago
Dear Hesekin and CasinoGuru,
Having completed the bet-checking process, we are pleased to move forward. Consequently, the withdrawal process will be carried out according to the withdrawal limits.
Dear Hesekin, if you have any further questions, please contact your personal manager. Assistance with any questions you may have will be gladly provided.
Best regards,
Betsofa Team
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1 year ago
Thank you for the update Betsofa Casino.
Dear Hesekin,
Please let us know when your withdrawal has been received.
Kind regards,
Adam
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1 year ago
Translation
Hello everyone,
2 deposit of 1000 euros have been received. On 22.05 in the evening and again this morning.
Since betsofa pays out 1000 euros a day, I would have to receive the money in full within the next 6 days. I will report 🙂
Thanks to casinoguru for the effort!!!
Thanks also to betsofa that it finally worked. I've actually always had the feeling that this works with betsofa, because this casino seems very trustworthy and serious to me.
But due to the duration and the circumstances mentioned above, I was of course a little unsure, since it is a lot of money.
Well, now that all the "checks" are through and the payments have been approved, I will report when I have received the full 8,000 euros.
Best regards
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1 year ago
Thank you for the update Hesekin.
We will wait for your final confirmation before closing the complaint.
Kind regards,
Adam
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1 year ago
Translation
Hello everyone,
Now it's getting weird 🙁
After everything was clear, I thought things are moving forward. But only 4000 euros were paid out in total and then I received a message that a payout via jeton moment is not possible due to maintenance work and I should log into betsofa and select the crypto method.
I then informed them that I cannot log in as a German player and that they should please pay out via bank iban, as they have already done this for me in the past. Now I received an email that suddenly jeton AND bank payouts are suddenly not possible. And I should now log in there with the help of VPN Service and select crypto.
But I don't have anything like that for crypto and I don't do extra VPN either.
I informed betsofa that maintenance work cannot take that long and that they should please pay it out normally on jetons (or iban)
Now I'm waiting for a reaction from betsofa.
It can't all be true anymore, the whole thing is slowly getting on my nerves even though everything has been approved. I've been waiting for 12 weeks now.
Here is the email history with betsofa:
"Hi Andrew!
Would like to inform you that the withdrawals for Jeton are temporarily unavailable due to technical maintenance on our website.
Kindly ask you to make all your recent withdrawals to the Cryptocurrency.
Once you've done that, the Finance team will approve your requests straight away!
In case you have any related questions, feel free to contact me!
Kind regards,
elizabeth,
BetSofa VIP Lounge Manager"
" Hello,
As you already know, I can no longer come to your website for any withdrawal method, since players from Germany are no longer allowed.
In addition, I opened a jeton account for you back then and will not open crypto for you now.
You also have the option to transfer the remaining money to my bank account. They have done this several times in the past. And so that shouldn't be a problem.
Here is also a screenshot where I requested the payout via iban anyway.
So I ask you to transfer the remaining money to my bank account.
Thanks! "
" Andreas, I wanted to let you know that you have the option to use a VPN service to make changes to your withdrawal requests within your account.
Furthermore, I would like to remind you that withdrawals for Jeton and Bank transfers are temporarily unavailable due to ongoing technical maintenance in our casino, as I mentioned previously.
If there's anything else I can assist you with, please feel free to reach out to me. I'm here to help!
warm regards,
elizabeth,
BetSofa VIP Lounge Manager"
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1 year ago
Dear BetSofa Casino,
Can you please explain the situation? 'What is the best way for the player to obtain their balance?
Kind regards,
Adam
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1 year ago
Dear CasinoGuru,
We would like to inform you that, unfortunately, withdrawals for Jeton and Bank transfers are temporarily unavailable due to ongoing technical maintenance in our casino.
Despite this, we are glad to approve well-deserved winnings and we look forward to reaching a satisfactory resolution between all of us. Therefore we offer to make all the recent withdrawals to the Cryptocurrency and as soon as it will be done, the Finance team will approve them according to the T&C and limits.
Dear Hesekin,
We completely understand your feelings and we wanted to let you know that you have the option to use a VPN service to make changes to your withdrawal requests within your account. Kindly note, that once changes will be done, we will continue to approve your pending withdrawal requests.
For additional questions, please contact your personal manager, who will be more than happy to assist you!
Best regards,
Betsofa Team
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1 year ago
Translation
Hello,
Nobody can tell me that an IBAN transfer that is used every day is suddenly technically (for whatever reason) not possible.
So I definitely have no way of paying out the money via cryptocurrency, because I don't have a crypto account anywhere, because I'm not familiar with it!
How can that even be, I deposit with euros and suddenly have to pay out with crypto?!
How can it be that all of a sudden both payment options don't work?! However a "technical maintenance" can't take that long" so I expect the money through the normal way as requested.
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1 year ago
Dear Hesekin,
I have made contact with the casino via Skype and it does seem that at the moment a withdrawal via cryptocurrency is the only option available. Is this something you would perhaps consider looking into?
Unfortunately, there is no telling how long the maintenance will last, and it is unlikely any other payment methods will become available as your country is no longer accepted.
I appreciate the situation is frustrating, but it may be the only way to proceed.
Kind regards,
Adam
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1 year ago
Translation
Hello,
Cryptocurrency is out of the question for me.
My country has not been accepted there for months and I received payouts from betsofa via jeton 2 weeks ago. So this reason makes no sense.
I am 100% sure that a payout via jeton is also possible. Possibly bank not, but jeton in any case. Because that's still used everywhere, because it has nothing to do with the bottom of the country.
Because this e-wallet does not cause any problems. Possibly. I'll ask there if there are currently any technical problems with betsofa. But even when it does, it never lasts long and gets fixed quickly. Because when it comes to money, we all know how quickly something like this gets fixed.
The following points why crypto is out of the question for me:
1. I don't have this cryptowallet that works with the betsofa, which means I would have to register again, verify, etc.
2. In addition, I will certainly have to make a deposit again on the wallet/app mentioned above for verification.
3. When that is over at some point, I will certainly have to make a deposit at betsofa via crypto so that they can pay out like this.
4. I don't have a VPN service, so I would have to download something again, etc.
5. I got EXTRA Jeton back then and verified myself there for betsofa, because they said it was a great e-wallet without any problems
6. I have no idea about crypto and would certainly make a loss in the exchange rate.
So I ask for a payout via jeton!
And as mentioned in the past: technical maintenance or malfunctions do not last long, so this process will have to work again. Since my crypto effort would be significantly higher.
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1 year ago
Hello Hesekin,
Thank you for your response. I can appreciate your views.
Dear BetSofa Casino,
Please respond to the player's last post. Is waiting for the maintenance to be fixed a feasible option? If the player can only use cryptocurrency, would they be required to make a deposit first, thereby losing money via exchange rates and fees?
Kind regards,
Adam
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1 year ago
Dear CasinoGuru,
Please note that Jeton and Bank transfers are not currently available due to ongoing technical maintenance in our casino, and unfortunately, we do not know how long it will take to resolve. In any case, we are eager to withdraw well-deserved winnings as soon as possible, and cryptocurrency offers the best solution and easiest method at the moment for accomplishing this.
Dear Hesekin,
Your frustration is understandable, and our team is working diligently to resolve the issue as quickly as possible. Also, we would like to make it clear that you do not have to make a deposit to create withdrawal requests via cryptocurrency at our Betsofa casino.
Whenever you have additional questions or concerns, don't hesitate to contact your personal manager.
Thank you for understanding!
Best regards,
Betsofa Team
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1 year ago
Dear Hesekin,
It seems that the only options available are to wait for an unknown period of time for the maintenance to conclude, or to attempt a withdrawal via cryptocurrency.
I certainly appreciate that the situation is not ideal and that the use of cryptocurrency means you will likely incur losses due to fees. However, as the casino has offered you an alternate method of payment, they are acting in accordance with their terms and conditions:
"7.10 If funds cannot be withdrawn to the same bank or payment account as specified in the clause 7.9. above, Betsofa will withdraw the funds to another payment method determined as its sole discretion."
Perhaps the casino would be able to temporarily allow you access to the account to make the withdrawal, in order to avoid the use of a VPN service.
Please let me know your thoughts about this.
Kind regards,
Adam
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1 year ago
Translation
I have now applied for it via krypto and of course I lost a total of 120 euros as a result. Now 2 payments are still missing.
Then the matter is finally settled
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1 year ago
Dear CasinoGuru and Hesekin,
We are happy to let you know that all withdrawal requests have been approved.
Your patience and understanding have been greatly appreciated!
Best regards,
Betsofa Team
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1 year ago
Dear Hesekin,
I am glad that your payments are on their way to you, although I am sorry to hear that you lost some money in the process.
Please do let us know when you have received your payments and we will close the complaint.
Kind regards,
Adam
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1 year ago
Dear Hesekin,
Can you please confirm if the payments have now all been received? I will extend the timer once more, please be aware that if we do not hear from you within that timeframe, the complaint will be rejected.
Kind regards,
Adam
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1 year ago
Translation
Hello,
Got the money in full now.
Thanks for supporting casinoguru!
greeting
Andrew
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1 year ago
Hello Hesekin,
I'm glad to hear that you have received your payments. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Adam
