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

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.

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

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.

Dear AskGamblers,

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

Thank you for your cooperation.

Regards,
Betsofa Team

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

/Clarinha

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.

Yes I will await the reply, thank you everyone.

/Clarinha

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

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.

Dear AskGamblers,

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

Thank you for your cooperation.

Regards,
Betsofa Team

The bonus was wagered fair and square according to the terms on how to wager the bonus.

Just beacuse I managed to wager the bonus and make a nice profit does not mean you can make up reasons to why I cheated on the site.

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Betsofa Casino team.

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.

Dear Clarinha,

We understand your feelings, however, please note that according to clause 9.16:

“BETSOFA reserves the right to suspend, cancel, or void any winnings and payouts (bonuses, loyalty point, etc.) received from us, if we suspect abuse.”

As outlined in our Terms & Conditions, you have the option to request a refund of the initial deposit.

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

Thank you for your patience.

Regards,
Betsofa team

Hello all,

Im going to wait and see what the investigation show. Hope everyone had a good christmas and new years eve.

/Clarinha

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.

Dear AskGamblers,

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

Thank you for your cooperation.

Regards,
Betsofa Team

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Betsofa Casino team.

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.

Dear all,

This complaint has been reopened as per Betsofa Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Clarinha,

Please note that according to the clause 9.12:

“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.”

Also, according to the clause 9.16:

“BETSOFA reserves the right to suspend, cancel, or void any winnings and payouts (bonuses, loyalty point, etc.) received from us, if we suspect abuse.”

Let us inform you that all the details regarding this case were forwarded to the AskGamblers Complaint Team.

After further verification and in-depth analysis of your game account and verification of the game pattern, we found unusual customer behavior in accordance with this game pattern. Considering all of the above, our responsible department has decided to withhold all the winnings and impose a permanent account suspension.

Thank you for your understanding and patience.

Best regards,
BetSofa Team

Well well well ok Betsofa so you reopened the request months later, I will reply much faster than that.

This is completely wrong as I played slots on the site that was allowed to be played with an active bonus. AND I wagered the bonus fair and square!

If there is slots that is not allowed to be played with an active bonus then you should add that slot to the list of slots that cant be played with an active bonus.

Its not fair to the players if you can just take the winnings just stating that a slot has been played in that manner when that slot was allowed in the list of slots that can be played with an active bonus! This makes it possible to just state a lot of nonsense from your side and then just adhere to the terms.

Also as stated earlier I only deposited one time and took a bonus which I wagered according to the terms. And you guys know this and just try to withhold the winnings stating ridiculous claims of your terms.

Show the PROOF for the ask gamblers team and I will comply with what they are saying.

Best regards Clarinha

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betsofa Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.