Novedades


Novedades

Betsofa Casino - Account verification taken weeks

RESUELTA

Información sobre las quejas

Casino en conflicto

Betsofa Casino

Cantidad

€ 2500

AnokoZ Finlandia
Publicado el 17 de diciembre de 2024

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

AskGamblers
Publicado el 19 de diciembre de 2024

Dear Betsofa Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Publicado el 20 de diciembre de 2024

Dear ANOKOZ,

Thank you for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience you’ve experienced during the Verification process. Our main focus is to deliver a clear and efficient resolution.

Please be aware that our Verification process is thorough and designed to meet strict regulatory and security standards. We acknowledge that asking for additional documentation after initial verification can be frustrating, especially after other withdrawals are processed. However, additional checks may occasionally be required as part of our fraud prevention measures.

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.”

We understand that submitting documents like notarized copies, salary slips, and tax reports may feel uncomfortable. Rest assured, these requests are made only in specific situations involving regulatory or security requirements, such as verifying the source of funds to adhere to anti-money laundering (AML) regulations.

The delays you experienced are concerning, and we appreciate your patience throughout. While we aim to check videos within five business days, there are instances when additional checks extend this timeframe. We regret any inconvenience caused by miscommunication regarding timelines and are implementing additional training for our support team to ensure accurate information is consistently provided.

Regarding bet checking, please note that according to our Terms & Conditions, clause 7.14.:

“BETSOFA reserves the right to check big wins with Game Providers. Until BETSOFA receives results of the check, your account may be suspended or restricted to place bets in Casino.” We recognize that waiting for such checks can be frustrating, and we are committed to expediting your case.

We value your trust and loyalty and regret that your experience has not met your expectations. Rest assured, we are committed to ensuring you receive the fair resolution you deserve.
Please note that you will receive the email message as soon as the verification process is finished.

Thank you for your patience and understanding.

Best regards,
BetSofa Casino Team

AnokoZ Finlandia
Publicado el 20 de diciembre de 2024

Hello,

Thank you for the reply.

However reply of yours did not include any additional information to the table. Chat support of yours have told me many many times i will get a reply, but the major question even after your answer to this complaint still remains un-answered and the question is clearly: when? I do also understand verification and the purpose of this process - this is not the case here.

The case is you have constantly given me false, missleading and even pure lack of information. For example chat support says to every question: we will forward.. we cannot say.. im not responsible and then simply radio silence from the ”department in charge” who supposed to get back to me ”very soon” and never gets back to the manner via email and that is the reason why this complaint have been written in a first place.

Reply of yours you could not clarify any of my key points:
-is there bet checking going on? This have been told me unclearly via live chat only once and this was 17th of dec. and to add the chat agent wasnt clear to me about manner. At your reply only thing you told me what bet checking is in general terms.
-When will i see my account verified? Its been way over two weeks since you received the latest documents and this have been plenty of time for you to process these and also as a kind reminder you have already have passed max. time frame set by you by two days.

AskGamblers
Publicado el 24 de diciembre de 2024

Dear Betsofa Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Publicado el 27 de diciembre de 2024

Dear ANOKOZ,

Thank you for taking the time to share your concerns with us. We sincerely apologize if our previous responses have not fully addressed your questions or provided the clarity you are seeking.

We would like to inform you that the bet-checking process is currently ongoing. Please note that this is the standard procedure carried out by the game provider.
We totally understand waiting can be unpleasant, and we highly appreciate your patience during this time. Please rest assured that we are actively following up with the vendor responsible for this check to expedite the results.

Regarding your query about account verification, kindly note that we strictly adhere to the Terms & Conditions of our casino, which includes the implementation of KYC policies. At this moment, additional documents are reviewed by the Verification Department and as soon as the verification process is done, we will notify you via email. Please note that as stated earlier, this procedure is conducted for security purposes and in compliance with anti-money laundering regulations.

We want to assure you that it is in our best interest to process your winnings as quickly as possible. We do not intentionally cause delays, and we are committed to resolving this matter at the earliest opportunity. As soon as the bet-checking process is completed and the verification process is done, we will immediately proceed with the withdrawal review stage.

We greatly appreciate your continued understanding and cooperation. If you have any further concerns or need clarification, please do not hesitate to reach out.

Best regards,
BetSofa Casino Team

AnokoZ Finlandia
Publicado el 27 de diciembre de 2024

Dear Betsofa,

Thanks for getting back to me.

However, I am really disappointed with the content of the answer. Your answer still only offers a report that the bet checking is in progress. You also do not take a stand on your completely inadequate communication on the verification matter. I would like to point out one more time that you have reviewed over 3 weeks these latest documents and overall process have taken near five weeks now. Also in case of bet checking i cannot believe it can take five weeks. Also it took you 150 hours to even write this answer, and you don't provide any time limits or any other helpful information about the subject. Let me mention that you have also lost €500 from my account balance. You canceled my pending withdrawals of €1000+€1000+€500, of which this €500 was never returned to my casino account. You have been investigating this "technical error" for a week now, and the customer service representative initially claimed that this is impossible to happen and it was really frustrating that i had do push and i mean really push to get the agent to take me seriously, but then finally confirmed the information when I sent her several screenshots as a proof. However i still haven't received an answer about where my money is and when it will be returned. I think this should be mentioned as a warning. In my opinion, a casino that operates like this does not deserve the players' trust. I you lose players balance somewhere it should be your priority number one to get problem sorted out and keep players constantly informed. However you have not sent me any update.

Publicado el 30 de diciembre de 2024

Dear ANOKOZ,

We deeply regret the frustration and inconvenience you have experienced during this process.

At this moment, we unfortunately do not have any updates regarding the matters you raised. However, please rest assured that as soon as we receive any updates, we will immediately contact you to provide all necessary information.

Regarding the 500 EUR that disappeared from your account due to a technical issue, please know that we have escalated this matter to our technical support team as a priority. We recognize the seriousness of this situation and have been pushing for an expedited resolution. The team is actively investigating the issue, and we will update you as soon as more information becomes available.

We acknowledge the length of time this process has taken and understand how concerning this is for you. Your trust is extremely important to us, and we are committed to resolving these issues as quickly as possible.

Should you have further questions or concerns in the meantime, please don’t hesitate to reach out.

Thank you for your understanding.

Best regards,
BetSofa Casino Team

AnokoZ Finlandia
Publicado el 30 de diciembre de 2024

Dear Betsofa,

thank you for your long answer, which however did not contain any new information. You try to apologize and reassure me about things. However, nothing seems to happen. Betsofa, now is the time for action. Your response intervals are frustratingly long and your answers practically do not offer any solution to the problems I have presented. As I've mentioned before, you have ignored the time limits you gave yourself on several occasions, so it's probably useless to talk about trust. You've already lost it.

Dear Askgamblers team, if you can I kindly ask you to take a stand on the matter - the casino does not offer me any answers to the problems I have presented. Only thing i have been able is to respond their yet polite but content-poor messages and this is probably not the purpose of this channel. I would like the casino to tell me something about the schedule or the progress of my case.

Publicado el 3 de enero de 2025

Dear ANOKOZ,

It is our pleasure to inform you that the bets-checking process has been completed. Your patience is much appreciated! However, the Verification Department is currently reviewing the additional documents.

We are actively working to expedite all processes to ensure a smooth and timely resolution.

Once the Verification process is complete, we will notify you via email, and the Finance department will approve your pending withdrawal requests according to the T&C and limits.

We appreciate your patience and understanding throughout this process!

Best regards,
BetSofa Casino Team

AnokoZ Finlandia
Publicado el 3 de enero de 2025

Dear betsofa,

I am very pleased that we made progress on the matter. Still waiting for a quick solution regarding my documents.

Betsofa Casino Quejas

  • 17 de 17 Resuelta
  • 2 días Promedio de respuestas
  • 2 semanas Duración media de la queja
  • 4,609 USD Importe medio

Tiene problemas con Betsofa Casino?