Betsofa Casino Complaints

I played on the selected online casino on December 22, 2023, using a non-sticky reload bonus. I deposited €200 and received a €150 bonus. I later cancelled the bonus, and after playing, I had a withdrawable balance of €723.

Before I started playing, I carefully reviewed the casino’s terms and conditions to ensure compliance. During my gaming activity, the casino did not raise any allegations of terms or rules violations.

I played permitted games with an allowed bet size (€5).

The casino did not express any concerns regarding my gameplay, but on January 5, 2024, I was subjected to a random verification check.

I provided all the additional documents they requested, which included:

Photos of both sides of my driver's license

A selfie holding my passport and a handwritten numerical code

A video fulfilling the following requirements:

State my full name, the date of recording, and confirm that the video is dedicated to the additional verification process on the company's website.

Show the surroundings to prove that no third parties are present.

Wave my hand in front of my face for several seconds to confirm no face-editing software is being used.

Show myself holding my document and a paper with today's date and the company's product name.

Bring the document close to the camera, rotating it to show blinking holograms and watermarks, verifying its authenticity.

A photo of a notarized certification of my passport along with the passport itself.

After submitting all the requested documents, I received the following message from the casino on April 3, 2024:

"Your account has been blocked for internal audits.

The internal audit of your account will take up to 12 months. You will be provided with a result via your email registered on our website."

After 12 months, I did not receive any further communication. I contacted the casino on April 6, 2025, to inquire about the status, but I have not received any response.

Due to the lack of communication and resolution, I am now seeking your assistance in handling this matter.

Hello AG Team,

I will need help to solve my issue with this site..

I had acc fully verified there for like 4-5 months all worked smoothly before, but now I won some money 17.5k Kr (1500€) and they decided to ask for some additional documents which I sent the same day..

The other day asked for a video I sent it. Since that time 12.3 none has contacted me,

I can't get my money, and support not helping, they say the process can take up to 5 days but that time has passed..

My money has been locked there for more than 15 days..I have all the ss and e-mails from them..also from the support chat..

It's simple - they delay and avoid paying me..

Hello,

I have a problem with verification in Betsofa, usually, as we can read on the site, the process will take 24 hours, now my verification will take 5 days.

Support accepted my proof of address and payment, but rejected my ID, they told me that I must send my driver license, I will send driver license, so next they told me to send a photo of my driver's license with my face, why they dont send me mail what document they want, For me, it's stalling so that I can play and lose.

After every upload support replies and checks the document every 24 hours not faster, It is a joke, when I look at support rejected documents I go to live chat to help me and Ask for the message to the department to check my newly uploaded document, but chat not respect, and told me to wait.

I have big experienced in casinos, betting site, wallet and never see something like this for me big joke.

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

Good morning,

I'm having trouble verifying my account.

I won $1900.

First, they asked me for an account statement, ID card, etc. I supplied everything and a cash withdrawal. A mail with additional verification arrived in a week. They wanted my ID photo. I added. After that, they wanted a video with the ID card, inscription, etc. I supplied. Then they asked for a Payslip and a tax return. I added. The last step in verifying the horse is a notarized ID card. Of course, even if it's a bit too much, I went to the notary to verify the identity card. Unfortunately, I was informed that in the Czech Republic, the laws do not allow the notarization of documents.

I immediately wrote to the casino. After three days of chasing online support as well, I was told that the verification is being extended for another 2 weeks !!!!!!!!

Please help, I put money and honestly won.

Thank you very much for your willingness to solve my problem.

Hi,

I have already tried to submit a complaint but your auto messaging bot kept declining it as i have new infos I would like to resubmit the form.

Basically I've been trying to withdraw money for 3 weeks almost on my ALREADY verified account. When i submitted the withdrawal they were asking me for photos, which is alright however every time i sent them something they requested a new one. After about 1,5 weeks of talking to them they asked a minute long video of me speaking and showing stuffs. According to their chat support this is usually the last verification step.

Today they thanked me for the video and continued asking the following : my 2024 salary pay slips and 2023 tax return.

I think these are very sensitive information, and in my 10+ year casino journey i was never asked to show these kind of documents. GDPR should not allow to ask for these kind of things.

This is clearly them not wanting to pay out the winnings. Can you help me with this or not, do you think this is a fair from a casino that you recommend for new players?

I'm attaching the mailchain and if you need something else please SAY specifically.

thanks

Hello,

I am writing today to complain about betsofa.com.

I won the 20th October after depositing 1750$ a total of 3612$

For almost 1 month they didn't want to pay me my bets on the game. My case was still in review and nothing has be done.

I chatted with my VIP Jessica every week and she assured me that my case was still in review.

I still don't understand this point, I have won 2000$ why do they need to review my account for 2 months lol?

After 1 month, my money finally appeared, I could withdraw only 1000$ and I have withdrawn since then(+ 50$ fee to withdraw lol) but the rest of my money has disappeared again.

I have contacted again my vip manager and she is telling me to wait again and again. I will let you see the proofs below.

I would like to add that I didn't use any bonuses and referrals. I'm not playing under a wager either.

It's been too long now that's why I ask you guys AskGamblers to do the necessary to help me get my money back.

Alexandre

I always had a good relationship with the house despite the delays in withdrawals. But my last payment was not made and they started a check on my account which will have been 3 months in total!!! All requested documents have been sent.

I have all prints and proofs on WhatsApp, emails, etc...

The photo links will be a little confusing because it takes a long time to talk, I tried to compile as much as possible, but the process started on July 20th and my last conversation with them was today, September 2nd, almost 3 months ago... The links below are files that cannot be attached

<links removed>

I made withdraw of 1000€ on 26-June. My account was verified before that.

2 days later I was asked more documents and I send those. Documents show approved on their site. On 3-July I asked update on my withdrawal and they answered:

"Thank you for reaching BetSofa Support!

 Let me assure you that we are not interested in not paying you the well-deserved winnings as we are a fair and Curacao-licensed casino. 

 Additionally, please note that the Finance Department has been already contacted, in order to speed up the whole withdrawal process. 

 Your patience is greatly appreciated!"

So it's now 9 days and they are not giving any real answer when I get my money.

I think it has take beyond reasonable time, so I would like you to solve this.

Dear Askgamblers,

I have a problem with Betsofa casino. I received their promotion 100% bonus up to 100€ by email. Before making a deposit at any casino, I always go to read their bonus conditions. Everything worked fine for me and I made a 100€ deposit. Wagering was 20x deposit+bonus, so I had to complete 4000€ of wagering.

One spin before I finished wagering, I had about 650€ in my account, and the next spin my balance dropped to 100€. Well, then I asked the live chat why this happened. Fortunately, I took a picture of the entire conversation and will forward you their response and any additional information regarding it.

To summarize, and if I understood them correctly, I should contact the live chat regarding each bonus and ask them what conditions they have, because they can change them as they see fit. But I am convinced that this cannot be the case and that they must have all the conditions written on their website, otherwise they must be provided with every promotion they send by email. I'll send you a live chat conversation and you'll see what I'm talking about. I would request your intervention and your help in this matter.

Best regards,

Alen

Hello, im waiting now 1 Month to get my withdrawal from 06/01 and 07/01. The Casino say the winnings are checked by the Provider. 1 Month and now answer from the Provider ? First time the withdrawal was very fast, now they want check all winnings. But when it needs more then 1 month, this is not good.

I have been waiting for the withdrawal of funds for 2 weeks now.

January 22 I made a withdrawal request. On the 24th at 14:42 they wrote to me and asked to provide additional document and selfie. Well, okay, I did it. On the 25th at 21:01 I've sent em.

On the 29th (!) at 16:25 they demand a video from me. Ok, filmed and sent on February 1st at 14:13.

Today is the 6th! No answer from [email protected].

Their live support always says about the high workload of the casino, and that they will put my request in priority.

In fact, nothing happens. It looks like a purposeful delay in the verification process in the hope that I will cancel the withdrawal request and will lose.

Betsofa has many pluses, but all of them are leveled by the impossibility of withdrawing any money. Dear Askgamblers, please help!

Betsofa has so far never kept their 24h processing time, but this time they have beaten their own record. I would like Askgamblers to nudge them so they can process my withdrawal within their own timeframes. And hopefully this can encourage other players to nudge them as well until they keep the timeframes without a nudge from Askgamblers.

My withdrawal request came 19th January. It is today 24th January. Attached you can see that for crypto they have 24h processing time.

I have withdrawn from their page over 20 times before, so my account etc. is verified.

Attached you can also see the previous withdrawal they sent was five days ago. I have 1500 euros left to withdraw that is in their que. They have a 1000 per 24 h limit. Which means I should get 1000 euro today (really 20th Jan), and the 500 in 24 h after that.

I hope this can be sorted out quickly. Thank you

Hi

I had a large win 13/1, everyday Betsofa has said they have to check with provider, this has gone on for more than a week now and each day it’s the same excuse / checking with provider, provider is still checking.

Terms and conditions is 1-3 days withdrawal. They are delaying payment. I have 7 pending withdrawals (each day since win) and they have processed none of them.

I opened my account at BetSofa about 8 months ago deposited a few times and always lost my balance. Deposit is super easy. On Jan 5th I requested a cashout of $887.

Today Is Jan 10th. I've asked customer service numerous times for an update regarding the cashout, only to be told to wait. I asked several times for a timeframe and haven't been giving a direct answer. I honestly don't know how they have such a high rating on this site.

Please stay away from BetSofa. They don't like to pay Cashouts.

I wanted to close my Account due to Responsible Gaming. I wrote an urgent Email stating: "please close my account permanently due to responsible gaming. I totally lost control". They just "froze" the account. I wrote back that they should close it permanently when they are a reputable Casino but nothing. They said I should wait for the christmas Promotion because it will be very good. They honestly even triggered me after that clear Email.

Because of my Gambling Issues and them triggering me with Bonuses I "decided" to reopen it the next day. That was done instantly just by answering 4 short questions related to responsible gaming. they did not even give me a cooling off period.

Also whenever I tried to withdraw the initial Withdrawal always got cancelled and I had to make a new one the next day. Of course always technical reasons.

I do not think that this behaviour should be honoured by giving them a certificate of trust. No way.

Hello,

First of all, I want to say that I choose this sportsbook/casino only because of the high rating here. Unfortunately, I was so wrong, and hope you guys can help me. I made a deposit of around 50 euros just to try, and good that it was so low. After a few bets, I get blocked (max stake 0.01) so I finished with 90 euros on my account. I said ok, submitted my docs, and tried to withdraw. And here the first problems appeared - after 5 days (!) they sent me an email where they wanted my selfie with ID, I said fine and made it. After another 5 days, I received another email in which they wanted my driving license with a selfie. I said fine and made it. After another 5 days (which is crazy I'm trying to withdraw 90 euros for almost a month now and I have enough). they sent me an email in which they want a selfie with me + id + some random sheet of paper with numbers. I made it and then they replied of course after 5 days again with the same email - "Sent us a selfie with an id sheet of paper bla bla". I replied that I've sent it and after that email, I didn't receive any explanation or anything.

To be honest it is just 90 euros but I want to show everybody how this company treats customers. Waiting for your reply.

Hello,

I see good ratings and Askgamblers certificate of trust of Betsofa on your page and now I need your help.

Open account on Betsofa 18.10. and deposit 9 ltc (around 400 euros). Place first bet max stake 19 euros, ok maybe its about league, try second bet max stake 21 euros.

Try third bet max stake 17 euros, after this joke bets I want withdraw my deposit from this scam site.

I sent them id and bill. Two days nothing, no response, no automatic reply, no nothing.

After two days they ask me to hold some stupid number in hand and ask for second id like I'm terrorist or something. I provide them what they need on same day.

Still no response, no reply no nothing.

I just want my deposit back and get away as soon as possible from this scam site so please help.