Betsofa Casino - Verification step pending for 1 months time and 5519 euro in the balance

UNGELÖST

Beschwerde-Info

Unseriöses Casino

Betsofa

Betrag

€ 5519

Veröffentlicht am 7. Dezember 2023

I have problem getting my account verified at Betsofa casino.

The latest thing they asked of me in the verification step was a notarized passport and I sent them this 2023-11-08 which is now a month ago and I still have no update or reply on the status of my verification. I think this is way to much time to verify my notarized passport.

I have been in contact with live chat many times during theese 4 weeks and they always say im going to get a reply soon.

Please help me in this matter!

Veröffentlicht am 7. Dezember 2023

Thank you Ask gamblers for helping me in this matter.

My case with Betsofa got published this morning and I can see now that at around lunchtime I got a reply from Betsofa via email. As ive not received a reply from Betsofa for over a month its probably beacuse of the published case here in Ask gamblers.

In the email, that I will attach so you can read, they say all of a sudden that I have cheated and broken the rules according to the paragraph 9.12 that state this following:

"If, during withdrawal of funds check, it appears that the player is Cheating, BETSOFA reserves the right to revoke the entitlement of such player to benefit from the bonus and/or promotion, and/or withhold the payouts resulting from such Cheating. Only fully settled Bets (i.e. Bets that result in a win or loss) will be counted towards wagering. The following actions are strongly prohibited, and players' bonuses or associated winnings are declared null, if the player applies a delay of any game round in any game upon having free spins or any other bonus feature/s activated with the aim to exploit (use) such features later on without wagering requirement and/or upon new deposit.

Based on this, the relevant department decided to deduct all your winnings and block your account permanently.

According to our T&C on the website, you have the right to request a refund of your deposit, but subject to a fee that we will deduct from your deposit to cover the costs we incurred due to the unfair play from your side"

I read this and im just amazed on how long time it taked for them to reply and also how untrue this is as I completely wagered the bonus and only deposited once and with that deposit I took the welcome bonus and wagered the welcome bonus on slots that was allowed to be played on with an active bonus.

Why they now all of a sudden claim that I have not followed their terms is just unfair after making me go through all of these verification steps and then just withhold my winnings claiming that I cheated.

I want them to show the Ask gamblers team proof that I have actually breached the terms of the casino site as I completely wagered the welcome bonus fair and square according to their terms.

Veröffentlicht am 7. Dezember 2023

Dear CLARINHA,

We completely understand your feelings, however, we would like to remind you that the Verification procedure is solely carried out for security and money laundering prevention purposes. That is why this procedure took longer than expected.

Let us assure you that we always strive to do our very best to speed up all the processes and never intentionally delay the winnings.

As previously mentioned, regrettably, during the more thorough review of your account and gaming history, we observed that all the winnings in your account were acquired through dishonest means.

Due to this situation, the responsible department has chosen to withhold all your winnings and impose a permanent account suspension.
As outlined in our Terms & Conditions, you do have the option to request a refund of your initial deposit.

Dear AskGamblers,

We kindly request that you provide us with the appropriate contact or email address where we can send the proof of the Player's actions for your review.

Thank you for your cooperation.

Regards,
Betsofa Team

AskGamblers
Veröffentlicht am 7. Dezember 2023

Dear Betsofa Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Thanks in advance for your cooperation.

Veröffentlicht am 11. Dezember 2023

Dear AskGamblers,

Please note that all the details were sent to suppor­t@a­skg­amb­ler­s.com.

Thank you for your cooperation.

Regards,
Betsofa Team

Veröffentlicht am 12. Dezember 2023

Ok great guys im going to await the reply from Ask gamblers team.

/Clarinha

AskGamblers
Veröffentlicht am 14. Dezember 2023

Dear @Clarinha,

Rest assured that the AskGamblers Complaint Team is in contact with the Betsofa Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Veröffentlicht am 15. Dezember 2023

Yes I will await the reply, thank you everyone.

/Clarinha

Veröffentlicht am 19. Dezember 2023

Dear Clarinha,

Please note that the BetSofa Team is in contact with the AskGamblers team and your case is still under investigation.

Thank you for understanding.

Regards,
Betsofa team

AskGamblers
Veröffentlicht am 19. Dezember 2023

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Betsofa Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Veröffentlicht am 23. Dezember 2023

Dear AskGamblers,

Kindly note that the proof was sent to suppor­t@a­skg­amb­ler­s.com.

Thank you for your cooperation.

Regards,
Betsofa Team

Betsofa Beschwerden

  • 13 von 15 gelöst
  • 2 Tagen Durchschn. Antwortzeit
  • 2 Wochen Durchschn. Lebensdauer
  • 7,676 USD Durchschn. Betrag

Haben Sie Probleme mit Betsofa?