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.