BetSofa Casino - Povlačenje igrača je odloženo.

Betsofa are purposefully attempting to delay my withdrawal for absurd KYC checks.

The caisno purposefully attempting to use KYC as a method of delaying the withdrawal. Let's call a SPADE a SPADE.

1 - Account was fully verified with ID, selfie, proof of address and skrill.

2 - I won €640. I requested the withdrawal.

3 - Suddenly I need further verification (odd the further verification wasn't required for depositing...). They need a SECOND ID document and me holding a selfie with the document. I sent all this as I have a second passport for sweden.

4 - I get this absurd email -  

Dear Player!

 Thank you for providing a unique photo.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

Best Regards,

BetSofa Verification Department

5 - I do the video and send it all in. I also send screenshots showing my ID and account verified via SUMSUB (as we all know the AI powered third party software used by 1000's of businesses that detects fake documents). This was from a different casino that uses SUMSUB.

No withdrawal and radio silence. You know as well as I do the casino is acting inappropriately and only because I won money.

Dear sageirsword,

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 when exactly did you send the video?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Please focus on the crux of the complaint and see this behaviour of the casino for what it is.

Account was fully verified before depositing. ID, selfie, proof of address and my skrill.

I deposited. Won €630 from a €300 deposit and then all of a sudden they need more KYC. The only variable that changed from me being verified prior to depositing was me winning on the deposit and requesting a withdrawal. Let's call it for what it is. Deliberate attempts to withhold/delay withdrawals.

They requested a second ID to process the withdrawal. I then sent in a second ID document my second passport. No response.

They then sent email requesting a video proving my passport wasn't fake. I recorded this and sent it in AND sent proof of my passport being approved by SUMSUB (which uses state of the art AI to detect fraud). NO response.

I have forwarded everything to the email you have advised above.

Can we start moving this complaint forward now.

They have now cancelled my withdrawal again.

This is deliberate appalling behaviour

They;ve ignored my emails, cancelled my withdrawal but have found time to invite me into their VIP programme and bet MORE!

Dear sageirsword,

We’re sorry to hear that this situation has impacted you. Please know that we’re continuously working to improve our services and provide you with the best possible experience.

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 CasinoGuru,

Please be advised that the Verification department is requesting the additional documents in accordance with KYC policies and anti-money laundering regulations. We are committed to processing the winnings promptly and have no intention of causing any delays.

We would like to inform you that the customer's account has been successfully verified and the withdrawal request has been approved.

Thank you for your cooperation and understanding.

Best regards,

Betsofa Team

Dear BetSofa Casino, thank you for the information provided.

Dear sageirsword, kindly confirm once you have received the payment.

Dear sageirsword,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

Dear sageirsword,

Thank you for confirming via email that your issue has been resolved. We're really glad to hear that, and we’ve now marked your complaint as resolved in our system.

We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru