BetSofa Casino - The player struggles to withdraw his balance.

I have been waiting for the withdrawal of funds for 2 weeks now.

January 22 I made a withdrawal request. On the 24th at 14:42 they wrote to me and asked to provide additional document and selfie.

Well, okay, I did it. On the 25th at 21:01 I've sent em.

On the 29th (!) at 16:25 they demand a video from me. Ok, filmed and sent on February 1st at 14:13.

Today is the 6th! No answer from verification@betsofa.com.

Their live support always says about the high workload of the casino, and that they will put my request in priority.

In fact, nothing happens. It looks like a purposeful delay in the verification process in the hope that I will cancel the withdrawal request and will lose.

Betsofa has many pluses, but all of them are leveled by the impossibility of withdrawing any money. Dear Casino Guru, please help!

Hello chobimaru,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetSofa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Before starting to play, I successfully passed verification by providing a passport and proof of address.

On January 22, I made a withdrawal request. Later, on January 24, the casino demanded a selfie with a passport and a piece of paper with a number, as well as a screenshot of a cryptowallet from which I made a deposit.

I did everything and sent them an email. On January 29, I was asked for a video. I submitted the video on February 1st.

After submitting the video for verification on February 1st, I were asking about my request to a live chat every day. I was constantly told that they have a workload in casino and my request is in priority.

You say that verification can take up to 14 days, but they do not have this in their rules. I'm worried because I haven't been verified anywhere for such a long time.

Ok, case resolved an hour ago. 🙂

Thank you chobimaru for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick