BetSofa Casino - Player's withdrawal is delayed.

I won a $74k jackpot in February and now its June and they continue to not pay out the money or give me a date - great website unless you win and want your money out. Unfortunately I had the biggest ever win on this website who do not pay out.

Dear cstar1,

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.

Have you made any successful withdrawals from the casino in the past? Could you please confirm which documents you already provided for account verification? Which documents are causing delays currently?

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,

Tomas

Yes I was verified in January by supplying my passport, drivers license, utility bill and a photo of myself with ID. They then started to slowly and infrequently pay my winnings out 1.5k at a time. They then said visa, and Skrill no longer work and that they only pay withdrawls using crypto which I had no other option than to accept crypto. In April they then said I needed to reverify myself in an attempt to stall withdrawls. They made me send multiple videos of myself with different forms of ID and even asked for verification of my income sources - all of which I have sent. They have then spent the last 10 weeks saying they are continuing to "reverify" those documents. 10 weeks now. Everyday they say the same thing. They have a total of $18,500 in withdrawals pending to pay me. Very frustrating.

I fully understand your frustration.

Thank you very much, cstar1, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Dear cstar1,

This is Tomas, and from now on, I will be assisting you with this case.

Could you please specify the disputed amount? You set 74,000 NZD when filing the complaint, but as per context, I see that "only" 18,500 NZD remains to be paid. Is that correct?

Thank you.

Best Regards,

Tomas

Yes this is correct they have 18500 left to pay. The $74k has been an ongoing struggle to get but they have $18.5k left. Thanks for you assistance

Thank you, cstar1, for your confirmation.

Now I 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?

Thank you.

Kind regards,

Tomas

Dear CasinoGuru,

It is important to note that the verification process is ongoing and additional documents were requested by the Verification Department 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."

Currently, the additional documents are being reviewed by the Verification Department, which is being done for security reasons and in accordance with KYC regulations.

Dear cstar1,

After the verification process is complete, you will receive an email from your personal manager, and the Finance Department will continue to approve your pending withdrawal requests.

We appreciate your patience and understanding throughout this process!

Regards,

Betsofa Team

This is the response I’ve had for coming up to 3 months now. Somehow this casino thinks it’s acceptable for REverification to take 3 months and delay withdrawals this long. Their repetitive response for months is pointless no timeframe no urgency no accountability just the same reply email. Scam of a website unfortunately I won the jackpot on this site. They are a great website until you win and want you’re money out.

Also they refer to their terms and conditions when it suits them - nowhere does it say reverification will take 3 months. 3 months to review a document

Dear BetSofa Casino, thank you for providing the information.

Could you please update us once the player's account is verified and the withdrawal processed?

Thank you.

Kind regards,

Tomas

Dear CasinoGuru,

Please be informed that the additional documents are still being reviewed by the Verification Department for security purposes, in compliance with KYC policies and money laundering prevention measures.

Kindly note that we are doing our best to finish this procedure as soon as possible. Once the verification process will be done, we will ensure to provide a prompt update.

Thank you for your cooperation.

Best regards,

Betsofa Team

This response is pointless they’ve said the same thing for 3 months. This is an absolute nightmare dealing with this casino.

Dear BetSofa Casino,

I will now extend the timer for additional 7 days. Hopefully will be enough time to complete the verification of the player.

Please let us know once it's done. Thank you.

Kind regards,

Tomas

Dear CasinoGuru,

Please note that the additional documentation is still being reviewed by the Verification Department.

Unfortunately, it is difficult to state the exact duration of the verification process as for now it is being conducted for security reasons. However, to ensure the timely completion of this process, we assure you that our team is working diligently to complete the verification as soon as possible.

We are glad to approve well-deserved winnings after the verification process is completed, and we look forward to reaching a satisfactory resolution between all of us.

Thank you for your understanding and patience!

Best regards,

Betsofa Team

This reply just keeps being a waste of time. This casino is full of lying they have been RE-Verifying me for 3 months and never gives a date to be resolved. Worst casino ever experienced - won the $74k jackpot and then instead of paying me out they have spent 3 months verifying me after I was already verified in January after sending them 10 documents and videos. Fraudulent casino and very unethical.

Dear BetSofa Casino,

We acknowledge that verification procedures can be time-consuming. Nevertheless, it is important to note that three months have already elapsed, and we cannot indefinitely prolong the timer.

Hence, we have now set a new timer for 14 days, and we have genuine confidence that the verification process will be finalized within this timeframe.

We kindly request that you keep us informed of any progress. Thank you.

Best regards,

Tomas

Dear cstar1,

Our team understands how frustrating waiting can be but as we mentioned before, we strictly follow the Terms & Conditions of our casino. Kindly note that we do not intend to delay payments in any way and we are doing our best to speed up the whole process.

At this moment, additional documents are reviewed by the Verification Department and as soon as the verification process will be done, your personal manager will notify you via email.

Thank you for your patience!

Dear CasinoGuru,

Please be informed that the Verification process is currently ongoing. Once the verification process is done, we will provide a prompt update.

We appreciate your cooperation!

Best regards,

Betsofa Team

This casino is a Scam and after 4 months now continue to not pay out. They are operating illegally taking money and then not paying my win. Such a shame I won the jackpot on this site. Their responses are pointless and just cut and paste from the last 4 months not putting a timeframe on anything. What casino in the world thinks it’s ok to review verification for 4 months after I was already verified. Absolute scam of a website.

Dear cstar1,

Let us assure you that we are not interested in not paying you the well-deserved winnings as we are a trustworthy platform and we always strive to make the gaming experience with us as enjoyable as possible!

We would like to inform you that the additional documents are still being reviewed by our Verification Department for security reasons and money laundering prevention measures.

Please note that we are working hard to complete this procedure as quickly as possible. In the event that verification is completed, we will ensure to provide you with a prompt update.

If you have any additional questions, feel free to contact your personal manager.

Thank you for your patience!

Best regards,

Betsofa Team

You’re Working so hard to complete verification that it’s taken you 4 months? Wow you are working hard. You are a joke and should be shut down. You are a fraud a scam and operating illegally. You take no email or contact seriously and have sent this same reply now for 4 months.

Dear BetSofa Casino,

As already mentioned, we understand that verification procedures are important and sometimes may take time. However, the player had already been verified in January, and now when additional verification has taken place, you are providing us with still the same updates/information.

If there is no progress for such a long time, we usually close the complaints as unresolved. And this might be one of the cases.

I'm now extending the timer for the last time by 7 days. Please keep in mind if it comes to closing the complaint, you can at any time request a reopening once there is progress with the payment, so we can change the complaint status to resolved.

Thank you for understanding.

Kind regards,

Tomas

Dear cstar1 and CasinoGuru,

As you know, ensuring the utmost security for our players is our top priority. Please be aware that we adhere strictly to the Terms & Conditions of our casino. As previously mentioned, in accordance with our KYC policies, we retain the right to request further documentation.

At this time, we find it challenging to specify the precise duration of the verification process, as it is being carried out for security reasons. Nonetheless, rest assured that our team is actively working with utmost dedication to promptly complete the verification as soon as possible.

Please note that once the verification process is concluded, we will happily approve deserved winnings, and our aim is to find a resolution that leaves all parties satisfied.

We truly value your cooperation throughout this process.

Best regards,

Betsofa Team

5 months to verify a document. Absolute joke. $18k I am owed!

Dear BetSofa Casino,

As previously noted, you have given us the same response as before. There have been no updates, and you have also stated that you are unable to predict when the issue will be resolved.

Regarding the situation with the jackpot payout, where a substantial portion of the winnings were already paid out to the player, we have decided to grant an additional extension. However, please be aware that if there is no progress by the end of this timeframe, we will need to close the complaint as unresolved.

Kind regards,

Tomas

Dear cstar1 and CasinoGuru,

Please be aware that the additional documentation is presently under the scrutiny of our Verification Department.

As previously stated, regrettably, we are unable to provide a precise timeline for the verification process. Nonetheless, our dedicated team is working tirelessly to expedite this process and complete the verification at the earliest opportunity.

Upon the successful completion of the verification process, we will be delighted to sanction rightful winnings.

We anticipate achieving a mutually satisfactory resolution and appreciate your understanding in this matter!

Best regards,

Betsofa Team

I won this in January I was verified in January, 8 months later they continue to not pay this out and they think 8 months is fine and normal to RE-Verify me. This company is a scam and operating fraudulently. They are holding my $18,500 since Janauary

Dear cstar1,

As previously mentioned, there has been no progress made in terms of verification or payment. I'm forced to mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach.

Once the casino has made the payment or has completed the verification, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. The Gaming Authority has more options and tools to help players.

Let me know how they responded (tomas.k@casino.guru). I wish I could be of more help.

Best regards,

Tomas

We’ve reopened this complaint at the request of BetSofa Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear cstar1 and Casinoguru,

We are glad to inform you that the verification process has now been successfully completed. Your patience during this period has been greatly valued and is sincerely appreciated!

We would like to notify you that our Verification department has meticulously examined all the documents you submitted. Please be aware that this thorough examination is crucial to ensure the utmost security and integrity of our casino operations. Consequently, this verification process may have taken longer than initially anticipated.

Moving forward, we want to emphasize that all withdrawal requests will be processed in strict accordance with our casino's Terms & Conditions and the specified withdrawal limits.

If you have any further inquiries, please don't hesitate to reach out to your personal account manager, who will be more than happy to provide you with assistance!

We are truly grateful for your patience and understanding throughout this entire procedure!

Regards,

Betsofa Team

Dear BetSofa Casino,

Thank you for providing the information. To clarify the process, could you please provide more details regarding the payout? Should the player request a withdrawal, or will you initiate the payment manually?

Kind regards,

Tomas

Dear CasinoGuru,

Let us inform you that one of the withdrawal requests has been successfully approved.

Please note that the following ones will be processed soon in accordance with the Terms & Conditions and limits.

We appreciate your cooperation!

Best regards,

Betsofa Team

Thank you for the information, BetSofa Casino.

Dear cstar1,

Can you please update us once you have received the first payment?

Kind regards,

Tomas

Dear cstar1,

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.

Dear all,

As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, cstar1, for using the Casino Guru complaint resolution centre. 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.

Best regards,

Tomas

We’ve reopened this complaint at the request of cstar1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear BetSofa Casino,

Here's the reason why we have reopened the complaint, the player's comment:

"As soon as this case was resolved this casino has cancelled all my withdrawals and back to their normal tricks of delaying payment. When will this nightmare end. I won this in January 10 months ago they still delaying payments I am owed."

Can you please confirm if this is correct? Thank you.

Kind regards,

Tomas

Dear CasinoGuru and CSTAR11,

Please note that we had a technical issue according to which it was impossible to approve withdrawal requests. Let us assure you that we never intentionally delay them.

For now, we are glad to inform you that the technical issue is resolved and the next withdrawal request has been successfully processed and approved!

Also, we would like to clarify that all the withdrawal requests will be approved in accordance with the Terms & Conditions of our BetSofa casino, as well as the specified withdrawal limits.

We appreciate your patience and understanding throughout this process!

Best regards,

Betsofa Team

Straight after writing this they cancelled my withdrawls. I just want this nightmare over with this casino. 10 months this has dragged on since I Won. pay my money to me so I can move on from this disgusting behaviour.

I’m not sure why you quote your terms and conditions in every message - if you’d stuck to your terms I would’ve been paid about 7 months ago you haven’t followed them from day 1 in January when I won.

Thank you for the information, BetSofa Casino.

Dear cstar1,

Could you kindly keep us updated on the withdrawal progress? Thank you.

Kind regards,

Tomas

Dear cstar1 and CasinoGuru,

We are glad to inform you that all the withdrawal requests have been successfully processed and approved.

We truly value your patience and cooperation throughout this process!

Regards,

Betsofa Team

Dear cstar1,

I hope this is good news! Can you please confirm receipt of the payment so we can consider the case resolved?

Thank you.

Kind regards,

Tomas

Dear cstar1,

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.

Dear all,

Based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, cstar1, for using the Casino Guru complaint resolution centre. 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.

Best regards,

Tomas