BetSofa Casino - Обліковий запис гравця заблоковано, а виграш відмовлено.

Hello! Can you help me to resolve the issue with the casino.

I creadted the account in May 2023 and deposited 1100 EUR to play in the casino.

After I played blackjack, i had 1060 EUR left on my balance. But casino rejected to pay me back. I did not used any bonuses, just played with my money, deposited from my own ecopayz account.

Since than I can not withdraw my money, and later they blocked my account and requested a selfie with the date and their casino name on it which I provided.

Later they request a video selfie, which I provided as well.

And now I received an email they they blocked my account for 12 month:" 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."

I can not withdraw my money for already almost one year.!

Hello Morni,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetSofa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? When did the 12 month period begin?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Nick, and thank you for your respond.

So the first time they requested the verification document (ID/passport) was on October 7, 2023.

I uploaded it, and they send a different email later that they want "Photo of yourself holding a previously provided identity card next to your face with all your personal details clearly visible and a sheet of paper with the following digits in another hand: 7584" - which I also uploaded.

In a meantime, they also requested in chat a different ID, which I also uploaded.

After some time the requested a Video selfie on december 27. 2023. I was quite sick at that time and missed their email. However I asked them again later in March, to specify what else documents do I need, and they requested Video again. I was not able to upload it on their website so I sent it by email on March 30, 2024.

• I can not tell exactly which documents were approved or not, because each time I was providing something, the casino requested new things.

finally I received an email 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."

Since than, they did not replying to my emails

Thank you Morni for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Morni,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite BetSofa Casino to join the conversation.

Dear BetSofa Casino,

Can you please provide us with the reasons why is the player's verification process taking so unusually long and why is the player's account blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru,

Please note that due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure, therefore an internal audit has been initiated at the request of the AML department.

Also, according to our Terms & Conditions, clause 5.1., we reserve the right to request additional documents for security purposes. A request was made by the responsible department on April 24:

- A proof of ownership of the listed phone number;

- A video in the background of the letter where the customer's face will be visible.

We are still waiting for these documents.

If you have any additional questions, don't hesitate to ask.

Have a nice day!

Kind regards,

BetSofa team

Dear Morni,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Morni,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru