BetSofa Casino - Player’s withdrawal is delayed due to account verification issues.

Hi,

I started the account verification process in January, and it continued well into May. I have submitted all the required documents. They promised to send a message regarding the account verification, but I haven't received anything for several months despite my inquiries. The documents they requested have become extremely detailed and posed some intimidating questions about me. My account verification is still incomplete on their end, preventing me from making a withdrawal. This has now been ongoing for 8 months.

Dear Elppaw, 

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 to clarify the situation.

What documents has the casino requested from you recently? Have you already provided any documents that you consider highly detailed or personal?

Additionally, could you clarify what types of games you played? Were they slots, live casino games, or did you engage in sports betting?

Lastly, when did you last communicate with the casino, and what was the topic of that discussion?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Elppaw,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Elppaw. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Hei, en huomannut, että tilanne tarvitsi lisä dokumentteja ja lisäselvitystä. avaisin tämän uusiksi mielelläni ja toimitan tarvittavat dokumentit

Please answer the questions I asked you in my first response so that we can continue with the investigation. Thank you for your cooperation.

the most recent documents have been tax information, pay slip, passport verification proof and for example a few new documents. You had to put some proof of the tax rate with you.

I played slots

the last message is 8.7. from me, but it has not been answered

Hope this clarifies the situation

Have you provided the additional identity documents the casino requested from you?

Regarding the casino's request for additional documents, please note that casinos are eligible to request further verification as part of their Know Your Customer (KYC) and anti-money laundering (AML) obligations. While I understand your concerns about the relevance of certain documents, these requests are often made to comply with legal requirements aimed at protecting both the casino and its players.

Dear Elppaw,

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.

I have always sent all requested documents.

Thank you very much, Elppaw, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Elppaw,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetSofa Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetSofa Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process?

Thank you in advance for your response!

Best Regards,

Kubo

Dear CasinoGuru,

Let us inform you that the additional documents were requested by the Verification Department only for security purposes and 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."

Dear Elppaw,

Please accept our apologies for any negative feelings this situation may have caused. Our team is constantly working to improve our services and ensure you receive the best possible service.

Kindly note that the AML department is requesting proof of ownership of the phone number and selfie that clearly show your face, as well as a sign with the address on the building indicated in your profile during registration (we need strong evidence of your location at the address you specified in the profile during registration) in accordance with KYC policies and anti-money laundering regulations.

These measures help ensure the safety and security of both parties. Please note that it is our goal to process winnings as quickly as possible and we do not intend to delay processing. Please provide these documents to finish the verification process.

Once the additional documents are submitted, they will be processed as quickly as possible.

Thank you for your understanding.

Best regards,

Betsofa Casino Team

Dear Elppaw,

A week ago, you stated that you had sent all the required documents. Could you please confirm whether the documents requested by the casino, as mentioned in their last communication, were included in what you submitted? If not, I kindly ask you to send them to the casino to facilitate your verification and withdrawal process.

Thank you.

I had sent all the required documents. At the same time, Betsofa sent an email with a message about the new survey documents.

the new documents have been sent and I have asked some of them separately what is going on with them.

Dear Elppaw,

I wanted to check in regarding your case. Have you received any updates from the casino? Were all your documents accepted?

Dear Elppaw,

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.

I still haven't heard back from them. I have replied yes to their document email.

Dear Elppaw,

Thank you for the update.

Dear BetSofa Casino,

Could you kindly provide an update on the status of the verification process? Please confirm whether it has been completed.

I have helped document the process, but they are taking a long time to respond.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.