BetSofa Casino - Player's winnings confiscated following account closure.

Hello, today 15.01.2024 i made deposit to betsofa.com casino, 1000 euro, i do not received any bonus with this deposit. my balance was 0 and i made 1000 euro deposit. I won about 5200 and casino closed my account.

Dear aleks86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetSofa Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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,

Tomas

Chao Tomas

Could you please advise how long were you a player of the casino and when exactly was your account blocked? i am player about 2 weeks. I made first deposit about 420 euro and won 2100 win bonus, made withdraw. i recevied withdraw, and then after few days i made deposit without bonus, deposit 1000 euro, and won about 5100 or 5200. then casino blocked me

How did you learn about your account being blocked? i was dropped from account and can not login

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) i play only slots games

Thanks for your reply.

• Have you completed account verification in the casino?
• Have you contacted the casino and asked for an explanation about why your account was blocked?
• Have you received any response?

Have you completed account verification in the casino? yes, kyc totally complete and already successful withdraws made before. but now 5200 are blocked.

Have you contacted the casino and asked for an explanation about why your account was blocked? After account was blocked casino said that they need to make some additional verification about my gaming activities, then i asked some updates, no any answer.

Have you received any response? casino stopped to answer. now they do not answer on my emails

Thank you very much, aleks86, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

today i received emails, that withdraw are canceled.

Hello, aleks86,

I am sorry to hear about your problem. 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? What steps should the player take to unblock the account and withdraw the disputed winnings?

What is the result of the additional check if it has already been finished?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Aleksandrs and CasinoGuru,

Kindly be informed that the account is currently blocked due to in-depth checks on gaming activity by the gaming providers. Please note that the investigation is still ongoing and we are awaiting updates from providers.

As soon as we get new information on this case, we will let you know right away.

Also, it is important to note that the additional documents were requested by the Verification Department for security purposes in accordance with our Terms and Conditions, specifically clause 5.1:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon Betsofa Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

We kindly ask you to provide all requested documents and await an update from the providers.

We highly appreciate your understanding during this process.

Best regards,

BetSofa team

so please write here list of documents which you need

Dear Aleksandrs,

For the additional verification process please provide the following documents: 

1. We need you to provide two more items that qualify as Proof of Identity. This could be two of the following:

Driving license

or

Passport

or

Official birth certificate

or

Identity Card

2. We need you to provide strong evidence of your location at the address you specified in the profile during registration. For this purpose, please provide us with selfies that clearly show your face, as well as a sign with the address on the building indicated in your profile during registration.

3. Please provide us with the photo of yourself holding a previously provided Temporary Residence and Work Permit next to your face with all your personal details clearly visible and a sheet of paper with the following digits in another hand: 2401 (both hands must be fully visible on the photo).

Best Regards,

BetSofa team

2nd point which you ask is not document.

for 3d points you need to send agent, i can not do it by myself

photo of my house is not "document".

but it is okay, if you need make some specific photos with two hands visible we can do it.

I ask you to find photographer in Montenegro, he/she will meet me near my house and can make photos with me, my house and my two hands will be visible, no problem.

But if you ask for some documents, which are already uploaded to your site. Okay, i can upload it.

Casino Guru i ask you to review situation. I won 5200 euro from my balance, without bonuses, how casino which have rating HIGH, do not withdraw this winnings on account which are already verified?

Scam casino betsofa. please provide here, what documents you want, i will make photos of this documents

(i can not make photo where you can see my two hands, if you ask for that, your photographer can come to my adres which are in my casino profile and make it)

also may be you can write what about yours provider check? 😀 ahhahaa

cirkus, one more scam casino

i asked questions with email, but scam casino only want that i will confirm that i can not send something 😀

how i can make photo where my two hands are visib

Dear aleks86,

It seems your account has not already been verified, and each player must complete the KYC. Therefore, the casino's rating on casino.guru is completely irrelevant at this point. In addition, the casino's requirements are not difficult and they are basically quite easy to perform. Any online casino would request additional documents upon verification from any player to be sure about the user's identity or other personal data. I strongly recommend you provide the casino with the requested documents. The disputed amount is worth it, and there is likely no other way how to move forward.

Here are the questions:

• Can you please confirm you use a VPN?
• What is your current location and residence address?
• Can you confirm that you have another account registered on casino.guru with Latvia as a country of residence?
• If the previous point is correct, and you are currently residing in Montenegro, can you provide me with the information if you moved in the last few months, and when exactly?
• Are you able and willing to cooperate and provide the casino with all the requested? If yes, please, let me know when it is done

Looking forward to hearing from you.

1. sometimes i can use vpn, but i registred at casino without using vpn. also i confirmed my identity, my adress and my skrill account already.
2. my residence address still the same like i entered in casino. i can upload last month statement from Montenegro CKB banka
3. another account with casino.guru? yes may be i registed it, but not this year.
4. what i need to provide? give me email i will send You my residence permit, also i can send You document where you can see precious date when i gave all the documents for obtaining a residence permit. it was about may 2023
5. i can not make photo where i will show all my hands, one hand need to press "button" to make photo

i asked casino to understand what they really want.

how i need to make photo with my house, they want to see icon with number 3 and my face? or all house?

what distance need to be. i need to stay at house , or neat the icon. casino ignore me, i just want to understand what they really want to see in photos

that why i said that better to casino send photographer to make photos like they want.

if they need to verify my adress i can send them notarized agreement about rent

i try to comunicate with casino, but theirs emails support ignore me

Dear aleks86,

We are sorry that this situation has left you feeling this way, as from our side we are striving to improve our services and provide as good service as possible.

Kindly note that we strictly follow the Terms & Conditions of our casino and as we mentioned earlier, in compliance with our KYC policies, we reserve the right to request additional documents. Also, please note that this procedure is being done solely for security purposes and money laundering prevention measures. Let us assure you that we are glad to withdraw your winnings and never intentionally delay them.

For the additional verification process please provide the following documents:

1. Two more items that qualify as Proof of Identity. This could be two of the following:

Driving license

or

Passport

or

Official birth certificate

or

Identity Card

2. Strong evidence of your location at the address you specified in the profile during registration. For this purpose, please provide us with a selfie of yourself and a sign with the address of the building indicated on your registration profile.

3. A photo of you holding a previously provided Temporary Residence and Work Permit next to your face and a sheet of paper with the following digits in another hand: 2401 (both hands must be fully visible in the photo).

Moreover, please be aware that the investigation into your gaming activity is still ongoing, and we are waiting to receive updates from the providers.

Thank you for your understanding!

Kind regards,

Betsofa Team

Thank you, BetSofa Casino Team, for your repeated requests and instructions. I think everything has been completely clear for more than a week. Let's turn to the player to move forward.

Dear aleks86,

"They only want to get reply that i can not provide somedocuments, nothing more."

After reviewing all the gathered information, it rather seems you have not provided the casino with anything they asked for yet. So, it looks like you, for some reason, really cannot provide the documents in question. Also, if you drag the process out unnecessarily, while it is industry standard that players are obliged to pass the KYC to successfully withdraw anything from their casino accounts, what should the casino do according to yourself, please?

As was mentioned above, the casino's requirements are not difficult and they are basically quite easy to perform. Therefore, I strongly recommend you provide the casino with the requested as soon as possible.

Photos - feel free to ask a friend to take a photo of you with the required documents or in front of your house. No one said that everything has to be a selfie. Alternatively, ask a random person on the street to take such a photo of you. If you do not know what all should be visible in the photos, feel free to take several photos - your apartment in the background, from more angles, from different distances from your apartment. You can provide the casino with more than only 1 photo. Once it is done, the casino will inform you about further proceeding, or if there is anything else you should send again, or how it should look so the casino can accept it for this purpose.

The casino doubts your identity and/or current location/residence address, so, understandably, they need to be sure about such things. Therefore, they asked for additional documents/photos.

So, please, send the requested documents to the email address from which you received the last email.

Now there is only one question and your answer will decide what happens with this complaint.

Are you please able and willing to provide the casino with all the requested documents/photos, and help us in resolving the matter - your complaint - or not?

If yes - please, let us know after sending the documents to the casino so I can ask the casino representative about an update. If not, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Casino guru i will provide what casino asking, BUT

you want that i will make everything very fast, but casino still not answered about some "providers check" result.

i sent this one

"3. A photo of you holding a previously provided Temporary Residence and Work Permit next to your face and a sheet of paper with the following digits in another hand: 2401 (both hands must be fully visible in the photo)."

to get photo of two other document i need more time, i have only passport on hands

to get photo of house i need to get to Herceg-Novi, now i am at other location.

Dear aleks86,

Regardless of the "Provider's check", it would be highly appreciated if you could provide the casino with all the requested documents.

As for the documents themselves, allow me to ask you a few more questions.

Did you send your passport to the casino? If yes, did the casino accept it?

The casino informed you what it needs to complete your KYC 2 weeks ago. Do I understand correctly that you do not stay at the address you registered at the casino with? Can you please somehow explain how is it possible you are not able to provide the casino with a few basic and simple documents for more than 2 or 3 weeks?

So, you have already provided the casino with "3. A photo of you holding a previously provided Temporary Residence and Work Permit next to your face and a sheet of paper with the following digits in another hand: 2401 (both hands must be fully visible in the photo).", right? Do you already have an update for this photo from the casino? Did the photo(s) meet all the requirements?

What is the estimated time frame for providing the casino with all the requested documents?

The whole situation is really strange, and I understand why it has raised suspicion and doubts regarding your identity and location.

Yes, photo with permit are accpted.

In next few days i will provide Cerrificate of birth and my passport.

photo with my house i will provider at 06.03 when i will be in Herceg Novi.

Dear aleks86,

You have not answered all of my previous questions, and there are also some discrepancies, so a few more arose.

You claimed that you "have only your passport on hands". Now you claim that you will provide it with your birth certificate in the next few days, which is now approximately 3 weeks since the casino has asked you for it. If you have your passport in hand, why does it take 3 weeks to send it? - It does not make sense like this. Or there are some issues with your English. Maybe some rational explanation could help us to better understand the situation.

Can you maybe somehow explain to us your situation regarding the documents' availability and location changes in more detail? Do I understand correctly that you are moving only within Montenegro, and also that you moved only within Montenegro while playing at the casino?

What ID document(s) did you send to the casino before? Do I understand correctly that you sent them your driver's license and/or Identity Card?

Could you please also forward me the email where the casino informed you that your account was fully verified (before your first withdrawal)?

Feel free to use my email (branislav.b@casino.guru).

You claimed that you "have only your passport on hands". Now you claim that you will provide it with your birth certificate in the next few days, which is now approximately 3 weeks since the casino has asked you for it. If you have your passport in hand, why does it take 3 weeks to send it? - It does not make sense like this. Or there are some issues with your English. Maybe some rational explanation could help us to better understand the situation.

My answer: No problem with English. I asked casino and said them about my situation, trying to explain that i do not have such documents. (i provided already my ID document, but casino asked more that one document, it is strange). But they 100% ignore all my emails. That why i made this complaint.

Can you maybe somehow explain to us your situation regarding the documents' availability and location changes in more detail? Do I understand correctly that you are moving only within Montenegro, and also that you moved only within Montenegro while playing at the casino?

My answer: I am Montenegro resident, i am living im Montenegro, but i have a lot of work in other countries. i am not 100% time sitting at home. When i registred to casino, they asked my resident adress and i filled it.

What ID document(s) did you send to the casino before? Do I understand correctly that you sent them your driver's license and/or Identity Card? I send them my residence permit document and they accepted it.

Could you please also forward me the email where the casino informed you that your account was fully verified (before your first withdrawal)? I can not send this email, because casino do not sent it when approved my documents. Also i can not send some screenshots from my account about verification ( my account are closed by casino)

i opened this complaint to resovle problem with casino. but casino do not want to understadn something and yesterday casino sent me this email:

Dear ALEKSANDRS O********s!

 Due to the fact that you have not provided the requested documents for additional verification, in accordance with the paragraph of the rules of our websites 5.1, our legal team made a decision to close all your accounts on all our brands owned by XXL Services N.V. company and deduct all your account balances.

5.1 "In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), the company has the right to charge from suspended account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all accounts, refuse to return the deposited funds, block the account, compensate all costs incurred from the balance of the Client. If Client’s account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your account at our sole discretion."

From now on all your accounts created on www.betsofa.com, www.lionspin.com, and www.spinspace.io brands are permanently closed without a possibility to re-open it and without a possibility to withdraw the balances.

The decision is final and non-negotiable.

Best Regards,

Verification Department

So casino stolen all my money. and what about fully fake "provider`s check"? 😀

The casino informed you what it needs to complete your KYC 2 weeks ago. Do I understand correctly that you do not stay at the address you registered at the casino with? Can you please somehow explain how is it possible you are not able to provide the casino with a few basic and simple documents for more than 2 or 3 weeks?

my answer: Why you said about some "simple" documents. I had provided my Id Montenegro card. casino accepted it. But now they asked more documents to identify me (border control do not ask it, but casino ask, and you say this is simple?) Yes, you understand correctly, i have business and i do not live 100% time and my home address. Verification at casino site, made already.

When this scam casino decides to steal all my balance from theirs casino. with absolute fake "providers check" asked not to make photos of documents but some special photo, with houses, papers. i only tried to have conversation with casino, but they 100% ignored all my emails.

and now i said that i will provide house photo at 06.03. They blocked all my account 😀

Dear aleks86,

After gathering all the necessary information, we are closing this complaint as unjustified due to not complying with the casino's terms and conditions - the above-mentioned rule about KYC.

There was more than enough time to provide the casino with the requested documents, which you failed, and after receiving additional details from the casino, it is clear you have not been able to complete your verification. In addition, there are several discrepancies in your posts above that make no sense, and also misleading information was provided.

Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, under the given circumstances, we decided to agree with the casino's decision. The provider's checks are completely irrelevant.

Although it currently seems unlikely, the casino was advised to give you a chance to provide them with all the requested documents additionally, and if it is done, make a verification video call. So, feel free to provide them with the requested and inform us about progress.

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

You knew what exactly is needed from you for a long time. If you are moving only within Montenegro, considering a quite high disputed amount that is worth it, it was easy to provide the requested much earlier.

Thank you very much, Betsofa Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru

i said that on 06.03 i will provide all what you asked

tomorrow is 06.03 but i close complaint.lol

casino do not said taht i have some deadline...

so this is epic scam with casino guru.

nice scam cooperation team

I said the casino provided us with additional details and I explained our ruling above.

Interesting how fast you reply when the complaint is closed.

We accept if casinos deny players' KYC after more than 30 days without receiving the requested documents, or block their accounts. As was stated, there were additional details provided by the casino, and considering the circumstances, we decided to not devote more time to the matter.

Thank you for understanding.

Feel free to let us know once you manage to complete your KYC/verification, or the regulator decides in your favour. We will be glad to reconsider our decision.

Additional note added after complaint closure:

"Despite everything that happened, the player did not provide the requested documents on March 6, 2024, as he promised"