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Hello,

I cannot request my deposit amount 200eur back from the casino because verification process is not completed more than a month already. All the time I provide requested document casino is asking to provide new. It seems casino doesn't want to return my own money back making verification process complicated. I really didn't expect that I need to go through such procedures to return my deposit. What an experience with this casino I have. It is even not a winning and I didn't use bonuses.

Dear Narima, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Which of your documents has not been approved in the verification procedure?

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

Best regards, 

Veronika

Dear Veronika,

Initially I provided my drivers license, certificate of fiscal status as proof of address and approval of payment method on 22.06. The drivers license and proof of address were rejected. Instead I uploaded my passport and bank statement on 23.06. and they were approved, I requested withdrawal of my deposited amount of 200eur. But casino rejected my withdrawal and required to send selfie with my passport. I sent selfie on 15.07. with delay because request from casino appeared in spam and I noticed it later. My selfie was rejected because both hands were not visible on photo and I uploaded new selfie on 22.07., which was approved but after that casino requested video selfie on 24.07. I have a doubt that casino will reject or have new requests of documents again and again not willing to pay me my own deposit back :(

Could you please send me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Thank you.

Hello Veronika,

I forwarded all emails that I had to your email address.

Regards,

Norma

Thank you for your emails. Have you received any response from the casino regarding your video verification?

Also, could you please specify why you wish your deposit to be returned back to you? Have you played any games with your deposited money?

Hello,

I just want to return my deposit money back and casino is not communicating.

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

Hello there,

Thank you Narima 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 what is the issue with the verification and what can we do to help the player receive their funds.

Thank you!

Dear CasinoGuru,

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."

Kindly note that the additional documents (short self-identification video) are being requested by the Verification Department only for security purposes, in compliance with KYC policies and money laundering prevention measures. Let us assure you that we are glad to withdraw the winnings and never intentionally delay them.

However, please note, that the self-identification video requested on July 24th has not yet been received. To withdraw the bonus winnings, the Player must complete the verification process by providing all requested documents.

Please note that as soon as all additional documents are provided, they will be processed by the Verification department as soon as possible.

Thank you for your understanding!

Best regards,

Betsofa Team

Thank you for the update BetSofa Casino representative.

Dear Narima, I would like to ask you to please provide the requested video so we can continue with the verification. Thank you in advance!

Dear Narima,

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.