Problem with my account verification

I played on the selected online casino on December 22, 2023, using a non-sticky reload bonus. I deposited €200 and received a €150 bonus. I later cancelled the bonus, and after playing, I had a withdrawable balance of €723.

Before I started playing, I carefully reviewed the casino’s terms and conditions to ensure compliance. During my gaming activity, the casino did not raise any allegations of terms or rules violations.

I played permitted games with an allowed bet size (€5).

The casino did not express any concerns regarding my gameplay, but on January 5, 2024, I was subjected to a random verification check.

I provided all the additional documents they requested, which included:

Photos of both sides of my driver's license

A selfie holding my passport and a handwritten numerical code

A video fulfilling the following requirements:

State my full name, the date of recording, and confirm that the video is dedicated to the additional verification process on the company's website.

Show the surroundings to prove that no third parties are present.

Wave my hand in front of my face for several seconds to confirm no face-editing software is being used.

Show myself holding my document and a paper with today's date and the company's product name.

Bring the document close to the camera, rotating it to show blinking holograms and watermarks, verifying its authenticity.

A photo of a notarized certification of my passport along with the passport itself.

After submitting all the requested documents, I received the following message from the casino on April 3, 2024:

"Your account has been blocked for internal audits.

The internal audit of your account will take up to 12 months. You will be provided with a result via your email registered on our website."

After 12 months, I did not receive any further communication. I contacted the casino on April 6, 2025, to inquire about the status, but I have not received any response.

Due to the lack of communication and resolution, I am now seeking your assistance in handling this matter.

Hello AG Team,

I will need help to solve my issue with this site..

I had acc fully verified there for like 4-5 months all worked smoothly before, but now I won some money 17.5k Kr (1500€) and they decided to ask for some additional documents which I sent the same day..

The other day asked for a video I sent it. Since that time 12.3 none has contacted me,

I can't get my money, and support not helping, they say the process can take up to 5 days but that time has passed..

My money has been locked there for more than 15 days..I have all the ss and e-mails from them..also from the support chat..

It's simple - they delay and avoid paying me..

Hello,

I have a problem with verification in Betsofa, usually, as we can read on the site, the process will take 24 hours, now my verification will take 5 days.

Support accepted my proof of address and payment, but rejected my ID, they told me that I must send my driver license, I will send driver license, so next they told me to send a photo of my driver's license with my face, why they dont send me mail what document they want, For me, it's stalling so that I can play and lose.

After every upload support replies and checks the document every 24 hours not faster, It is a joke, when I look at support rejected documents I go to live chat to help me and Ask for the message to the department to check my newly uploaded document, but chat not respect, and told me to wait.

I have big experienced in casinos, betting site, wallet and never see something like this for me big joke.

Dear AskGamblers,

Please help me solve this account verification problem with betsofa.com

Prior to winning bigger, my account had been already verified (drivers license, proof of payment, and utility bill). I have managed to make small withdraws now and then but overall, I went more deposit balanced. Problems started when I managed to have a few decent hits and one bigger one (picture attached) and tried to withdraw. I play only live casino and slots.

On the 20th of Nov., I got a request via email to provide an additional photo of my passport or identity card and a photo of me holding a previously provided driver's license with a piece of paper incl. specified digits. I provided these and started waiting. After this without any additional request by the casino, I saw (luckily in the documents section) that this ”selfie” request had been changed to take a photo with a passport instead and the earlier provided file had been rejected. I provided this document.

22nd of Nov. I received additional request to provide a” self-identification video” This video had a lot of requests about contents (photo of email attached). However, this email did not contain any information on where I should send/upload this video. I had to go to chat support to find out if I should use my own Google Drive or other cloud service and make this video available to everyone who has the link to the file. I asked via live chat that if they require players to send this sort of video file why don’t they have the infrastructure for this on their behalf - The reply was its impossible to do so. I also provided this video and raised my concerns that I do not want to keep the open-end link active for a long time. I tried to information about handling time via live chat and several attempts later I managed to get information this could take ten days. After many additional attempts luckily I got a chat agent to promise me five days instead of ten. She also told me their t&c says five days and after this I was a” little confused” about this information (No time frame - > ten -> five, based on t&c). They took this time in full.

27th of Nov. I received once again another request for documents including a notarized copy of a passport, proof of ownership of a phone number, salary slips for the past 3 months, and finally a full tax report for 2023. I provided these 4th of Dec.

After providing these I tried to request handling time, The first few attempts were once again worth nothing, the answer was basically that they could not give any. Luckily I managed to get a reply after several attempts that it would take up to two weeks.

I tried to get updates on this many many times. Every time I have been told they cannot tell (nobody seemed to know that they had given me this earlier mentioned time frame). When I pushed it to their knowledge that I'd been given up to two weeks of handling time since uploading files then I finally got the answer they would complete the task within the time they had given. The latest news via live chat 17th of Dec. however they cannot tell if are they going to. Also, i got a bizarre message that there is bet-checking or some sort going on. Nobody has told me any of this before I've been in touch with them many many times and this information should have been on the table already. It seems to me they use every trick they can to prolong the verification. If there really is bet-checking going on for the note I've played these winning slot rounds 21th of nov. and ”bet-checking” starts less than 24 hours before the document review due time and almost a month from winning/playing any game rounds is really strange.

Dear askgamblers. Without your help and based on the complaint history of this operator it's clear to me I'm not getting anywhere with this verification process. They have already asked for way more extensive documentation I could have ever imagined. Every time I've provided more documents handling time has expanded. I simply want to see my account verified and my deserved winnings paid. Total of 2500€

Also, they have constantly appealed to extensive workload. This same thing has been going on in earlier complaints some of these dating years back in time. If they had this kind of delay ongoing for a very long period of time casinos with even decent business practices would have done something about it. When I raised my worries that this verification process has been constantly the issue in player complaints the chat agent told me: ” All negative reviews of this type are most often associated with fraudulent activity” and ” All honest players receive their deserved winnings”. As I can see there are many cases like mine where the verification process was delayed for weeks/months and this was a bizarre accusation towards players. A large portion of players have gotten their deserved winnings only after askgamblers complaint service. I will gladly provide more documentation if needed to AskGamblers team.

List of documents already provided to get the full picture here:

-Drivers license

-Proof of payment

-Utility bill

-Picture of passport

-Picture of me holding DL with a piece of paper incl. specified digits

-Picture of me holding passport with a piece of paper incl. specified digits

-Video identification with passport and paper note incl. specified text.

-Copy of notarized passport

-tax report of 2023

-salary slips for 3 months

-proof of ownership of a phone number

Hi,

I have already tried to submit a complaint but your auto messaging bot kept declining it as i have new infos I would like to resubmit the form.

Basically I've been trying to withdraw money for 3 weeks almost on my ALREADY verified account. When i submitted the withdrawal they were asking me for photos, which is alright however every time i sent them something they requested a new one. After about 1,5 weeks of talking to them they asked a minute long video of me speaking and showing stuffs. According to their chat support this is usually the last verification step.

Today they thanked me for the video and continued asking the following : my 2024 salary pay slips and 2023 tax return.

I think these are very sensitive information, and in my 10+ year casino journey i was never asked to show these kind of documents. GDPR should not allow to ask for these kind of things.

This is clearly them not wanting to pay out the winnings. Can you help me with this or not, do you think this is a fair from a casino that you recommend for new players?

I'm attaching the mailchain and if you need something else please SAY specifically.

thanks

Hello,

I am writing today to complain about betsofa.com.

I won the 20th October after depositing 1750$ a total of 3612$

For almost 1 month they didn't want to pay me my bets on the game. My case was still in review and nothing has be done.

I chatted with my VIP Jessica every week and she assured me that my case was still in review.

I still don't understand this point, I have won 2000$ why do they need to review my account for 2 months lol?

After 1 month, my money finally appeared, I could withdraw only 1000$ and I have withdrawn since then(+ 50$ fee to withdraw lol) but the rest of my money has disappeared again.

I have contacted again my vip manager and she is telling me to wait again and again. I will let you see the proofs below.

I would like to add that I didn't use any bonuses and referrals. I'm not playing under a wager either.

It's been too long now that's why I ask you guys AskGamblers to do the necessary to help me get my money back.

Alexandre

I always had a good relationship with the house despite the delays in withdrawals. But my last payment was not made and they started a check on my account which will have been 3 months in total!!! All requested documents have been sent.

I have all prints and proofs on WhatsApp, emails, etc...

The photo links will be a little confusing because it takes a long time to talk, I tried to compile as much as possible, but the process started on July 20th and my last conversation with them was today, September 2nd, almost 3 months ago... The links below are files that cannot be attached

<links removed>

I made withdraw of 1000€ on 26-June. My account was verified before that.

2 days later I was asked more documents and I send those. Documents show approved on their site. On 3-July I asked update on my withdrawal and they answered:

"Thank you for reaching BetSofa Support!

 Let me assure you that we are not interested in not paying you the well-deserved winnings as we are a fair and Curacao-licensed casino. 

 Additionally, please note that the Finance Department has been already contacted, in order to speed up the whole withdrawal process. 

 Your patience is greatly appreciated!"

So it's now 9 days and they are not giving any real answer when I get my money.

I think it has take beyond reasonable time, so I would like you to solve this.