BetSofa Casino - Player's verification process at casino is delayed.

Hello,

I have a problem with verification in Betsofa, usually, as we can read on the site, the process will take 24 hours, now my verification will take 5 days.

Support accepted my proof of address and payment, but rejected my ID, they told me that I must send my driver license, I will send driver license, so next they told me to send a photo of my driver's license with my face, why they dont send me mail what document they want, For me, it's stalling so that I can play and lose.

After every upload support replies and checks the document every 24 hours not faster, It is a joke, when I look at support rejected documents I go to live chat to help me and Ask for the message to the department to check my newly uploaded document, but chat not respect, and told me to wait.

I have big experienced in casinos, betting site, wallet and never see something like this for me big joke.

Dear LD1985, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Do your identity photographs meet the requirements requested by the casino, for example, are both your hands visible in the selfie?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronica in monday i upload National id, proof of adress and proof of deposit, all document are accepted but support told that i must send driver license, so i send IT after 24 hours told me that i must driver license with face, i send after 24 hours support told me that they didn see my hand so i send new photo all this is take 5 days, and after this photo support told me that account will be fully verified, but yestardya send me mail that i must send additional video , and support in chat told me that IT take up to 10 days

Now in site all documents are accepted , now is last additional verification yesterday i send video, but in first mail from support they told me that this is last verification, but after this You send in another mail that they told me that i must send video so its funny.

Now i must wait up to 5 days for verification video , what a joke im sure that verification department can approved video in the same days, but for sure they accept it in max time limit after 5 days, its typical time tactic, to player lose money.

Poor and joke casino.

I dont understand what casino want and what for Play,,, im 39 years and nothing respect to me , and for me casino support lie, because after all verification in site , i receive mail ( mail added above ) we can read :

Sometimes we run random checks on our customers’ gaming accounts for security purposes. 

Please provide the following documents to complete the additional check as soon as possible to ensure you continue using our services in full

So in this mail i read that this is last additional verification and i.can using out services in fill, i send photos and after this i receive second mail ( photoadded above) that i must record video.

So after first mail to additional verify casino lie me about using casino in fill services !!!!!!!!!

Support in chat is totally unhelp i go today and Ask about verification and i have this answers 🙂

Im sure that casino can check it anytime but Play for time

The casino is not new, I'm sure they don't have that much new registration and verification work.

Support from verification department bot respond this is unfair and unrespect for players, this casino is joke

I send video 27.12 today is 5 days when i wait , its typical tactit to Play for time by casino, its not fair.

Still nothing, support not respond , joke and nothing respect to human.

Hello again over 6 days ago 27.12 i will send video for verify, still not receive respond, the whole process is already underway 13 days, hiw its possible ??

Casino guru how its possible that You recomende this casino ??

And why casino have such good rewiev ??

Impossible for me

Thank you for keeping me updated on your situation. Please understand that verifying each document and video can take several working days. I would like to ask:

When was the last time the casino informed you about the status of your verification?

Have you been asked to provide any additional documents or information since you submitted the video for verification?

Also, could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?