BetSofa Casino - Player's withdrawal is excessively delayed.

Hello. I have been kept waiting for more than 3 months.

They are saying that checks on the side of the provider often take really long.

Dear ryosyou,

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 accumulated your winnings with or without an active bonus? Which games have you played in order to accumulate your winnings? (slots, live games, multiplayer)

When was the last time you received an update from the casino regarding the check of your gameplay?

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

My winnings were generated from an active bonus, with slots.

The last update was sent 2 months ago.

Before we confront the casino could you please send me the correspondence between you and the casino to my email at tomas@casino.guru? I'll await your reply.

Those correspondence were via live chat.

So I don't have them.

Thank you very much, ryosyou, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you ryosyou for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetSofa Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear ryosyou and CasinoGuru, 

Please be informed that the bet-checking process is being done solely for security purposes and in accordance with our Terms and Conditions, specifically clause 7.15.:

"BETSOFA reserves the right to check big wins with Game Providers. Until BETSOFA receives results of the check, your account may be suspended or restricted to place bets in Casino."

We apologize for any delay in this process. Unfortunately, the speed of some processes is not always within our direct control. However, we are glad to inform you that based on the most recent update from the provider, the bet-checking process is finally finished!

For now, we are pleased to move forward, however, please be informed 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."

Once the Verification process is done, your personal manager will notify you via email and the Finance department will approve your pending withdrawal request.

We appreciate your patience and understanding throughout this process!

Regards,

Betsofa Team

Dear ryosyou and CasinoGuru,

As previously informed, we want to bring to your attention that the verification process is currently underway. The Verification Department has requested some additional documents, as outlined in our Terms and Conditions.

Rest assured that as soon as the verification is completed, the Finance Department will promptly approve the pending withdrawal request.

We truly appreciate your understanding and cooperation throughout this process.

Regards,

Betsofa Team

Dear ryosyou, I would like to ask you to provide the necessary documents so you will be able to withdraw your winnings. Thank you in advance!

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 ryosyou. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I've sent the additional document.

I'm waiting for the verification.

Dear ryosyou and CasinoGuru,

Kindly note that the additional documents are currently being reviewed by the Verification Department.

Once the Verification process is done, we will immediately notify you.

Thank you for your patience!

Regards,

Betsofa Team

I heard that it takes up to 5 business days.

Today is the deadline.

They never keep their timeframe.

Dear ryosyou, 

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 still being reviewed by the Verification Department and as soon as the Verification process is done, your personal manager will notify you via email.

Thank you for your understanding and patience. We really appreciate that!

Best regards,

Betsofa Team

You reply before just the response deadline.

Isn't it buying time?

Are you going to make the next reply on the following Monday?

Dear ryosyou, 

We are really 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 and quick service as possible.

As previously stated, it's important to understand that our aim is to ensure payments are not delayed in any manner, and we are dedicated to expediting the entire procedure to the best of our ability.

Please note, that once the Verification process is finished, we will immediately contact you by email.

We appreciate your patience and understanding throughout this process!

Best regards,

Betsofa Team

"As previously stated, it's important to understand that our aim is to ensure payments are not delayed in any manner, and we are dedicated to expediting the entire procedure to the best of our ability."

It is contradictory.

I'm waiting for my money for 5 months.

Dear ryosyou and CasinoGuru,

We are glad to inform you that the verification process has now been successfully completed and withdrawal request has been approved.

Your patience during this period has been greatly valued and is sincerely appreciated!

Best regards,

Betsofa Team

Finally received.

Thank you very much for your cooperation.

Dear ryosyou,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter