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