Betsofa Casino - Delaying payment from grand win of $74k

Dear CSTAR11,

With great pleasure, we congratulate you on your wonderful win!

Regarding the bet-checking process, please be informed that this is a standard procedure in case of big win, which is carried out by the game provider. In most cases, it takes approximately 3-5 business days. Please stay in touch with your manager, and we'll update you once we receive the information from the Provider.

According to our records, your withdrawal requests of the first win were received on the 10th of January. Since this date until now, the relevant team approved 5 withdrawal request successfully. Let us assure you that the withdrawal limits will be followed, as we always make sure to pay out well-deserved winnings.

Best regards,
Betsofa Team

Unfortunately this does not resolve anything. I have now been waiting 8 days (8 pending withdrawals) while Betsofa continues to do “checks” with the provider. Simply suggesting that I keep in touch with Betsofa is not good enough after 8 days of the same response. This is getting me nowhere.
Do the right thing and release the withdrawals and please stop delaying the win I am entitled to. Betsofa expects players to abide by terms and conditions, it should also do the same. This is becoming very frustrating.

Dear CSTAR11,

We totally understand the way you may feel about your winnings being delayed due to the bet-checking process. Indeed, It could be unpleasant to wait sometimes, therefore we highly appreciate your patience! Same as you are waiting for an update, we are waiting for bet-checking results too and pushing the vendor accordingly, so we could move on to the withdrawal reviewing part as soon as possible.

We are looking forwards to simplify this process for you, therefore, you may not worry, as soon as the process is finished, rest assured that the personal manager will reach you.

Best regards,
Betsofa Team

It has now been 10 DAYS since I won and this casino continues to delay payment and continues to use the excuse that they are checking with the provider for 10 days now. It is not good enough. I have 10 pending withdrawals now (1 per day). This is unacceptable and unethical. Process the 10 withdrawals today and stop using excuses.

Dear CSTAR11,

It is our pleasure to inform you that the bets-checking process has been completed. Your patience is much appreciated! Please note that all the following withdrawal requests will be approved according to the Terms & Conditions of our casino.

In case of additional questions, please feel free to contact your personal manager, who will be happy to answer all of your questions!

Best regards,
Betsofa Team

Dear @Cstar11,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Update 28-1
10 days after win Betsofa finished checks and is now releasing the funds as per their T&Cs. $1k Euro a day, max $10k EUR a month.

Happy to close this as long s they continue to pay out now as per their T&Cs.

Thanks.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Should you face issues with your payment/s again or in case the payment does not go as expected, please feel free to contact our team and request reopening of the complaint.

Thanks for your cooperation.

Dear all,

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

Dear AskGamblers,

Please be informed that the verification process is ongoing and additional documents were requested by the Verification Department 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."

Kindly note that the additional documents are currently being reviewed by the Verification Department and this procedure is being done solely for security purposes, in compliance with KYC policies and money laundering prevention measures.

Dear CSTAR11,

Once the Verification process will be done, your personal manager will notify you via email and the Finance department will continue to approve your pending withdrawal requests according to the T&C and limits.

We appreciate your patience and understanding throughout this process!

Regards,
Betsofa Team