BetSofa Casino - Cuenta del jugador suspendida con retiro pendiente.

Hello, my problem has been with getting money from the casino. Now my account has been suspended without any reasonable explanation. After a prolonged KYC process, my account was closed due to suspicious activity. I am left with 600€ in winnings on my account. I don't think I have done anything suspicious and I have submitted all the required documents. This does not seem like a trustworthy casino at all.

My withdrawal has been pending since January 8, 2024, for the last two months.

Hei, ongelmani on ollut kasinolta rahojen saanti. Nyt tilini on estetty ilman järkevää selitystä. Pitkittyneen KYC prosessin jälkeen tilini suljettiin epäilyttävän toiminnan vuoksi. Tililleni jäi 600€ voittoja. En ole tehnyt mielestäni mitään epäilyttävää ja olen lähettänyt kaikki vaaditut dokumentit. Tämä ei tunnu luotettavalta kasinolta lainkaan.

Kotiutukseni on ollut vireillä 8.1.2024 tähän päivään. eli nyt kaksi kuukautta.

Hello thecodguya,

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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

probably my account is fully verified after quoted passport. I sent them the notated passport last. I collected my winnings with real money but my account had the first deposit bonus which I canceled. So the funds never ended up as bonus funds and I started the withdrawal process. The last time I spoke to the casino was when I asked why my account was frozen. I haven't received any answer to my issue yet.

luultavasti tilini on täysin vahvistettu noteeratun passin jälkeen. Noteeratun passin lähetin heille viimeisenä. Keräsin voittoni oikealla rahalla mutta tililläni oli ensimmäinen talletusbonus jonka peruin. Varat eivät siis ikinä päätyneet bonus varoiksi ja aloitin kotiutus prosessin. Viimeksi puhuin kasinon kanssa kun kysyin miksi tilini on jäädytetty. En ole saanut asiaani mitään vastausta vielä.

Hello thecodguya,

Can you please forward your deposit, betting and bonus history together with any kind of communication between you and the casino regarding this case to nikolas.b@casino.guru?

I cannot log in to the casino's website and the casino does not respond to the request to open an account. All I get with live help is the following message. "As far as I can see, there are no updates yet, you will receive an email in case of any news"

En pysty kirjautumaan kasinon sivuille ja kasino ei vastaa tilin aukaisu pyyntöön. Ainoa mitä saan live avun kanssa on seuraava viesti. "As far as I can see, there no updates yet, you will receive an email in case of any news"

However, it has been a long time since the account was closed and the casino has not reacted to the matter.

Tilin sulkemisesta on kuitenkin pitkä aika eikä kasino ole reagoinut asiaan.

Hello thecodguya,

Is there any e-mail communication between you and the casino regarding this case which you can forward to nikolas.b@casino.guru?

I forwarded the messages to email.

Välitin viestit sähköpostiin.

Thank you thecodguya for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you thecodguya for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetSofa Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help the player receive their winnings.

Thank you!

Dear CasinoGuru!

We would like to inform you that according to our system, a group of players with a similar pattern of profile and gameplay has been spotted.

Due to this, for the safety of both parties, we need to conduct a full internal investigation on the player's account. 

This process may take up to 3 months from the time the player is informed, but our team will do our best to ensure that this is done as soon as possible.

Once the process is complete, all parties will be informed immediately.

We thank you for your patience and understanding!

Best regards,

BetSofa Casino Team

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 be aware that this process is still ongoing and as we mentioned before, this process may take up to 3 months.

However, our team doing our best to ensure that the full internal investigation on the Player's account is done as soon as possible.

Kindly note that as soon as the process is complete, all parties will be informed immediately.

We appreciate your patience!

Kind regards,

BetSofa Casino Team

Dear CasinoGuru,

Please be aware that the internal investigation is still ongoing. Please be assured that we are working hard to expedite this process as soon as possible.

We will inform all parties as soon as the process is complete.

Thank you for your understanding.

Best regards,

BetSofa Casino Team

Dear BetSofa Casino representative and thecodguya. I will be taking some time off and won't be available for the following month. I will close the complaint for now without any penalization to the casino and when the investigation is finished I would appreciate it if you could update me on the situation and the complaint will be reopened. Thank you for your understanding!

Kind regards,

Peter

Greetings, I have reopened this complaint and would like to ask both parties for an update on the ongoing investigation.

Thank you in advance!

Here's a picture of the email what betsofa still wants from me.. I'm already very frustrated with their identity verification and I've already sent all the necessary information to verify my identity. In my opinion, this is already delaying repatriation and this has nothing to do with verifying my identity, because they already have a passport certified by a public notary, which is Finnish, i.e. an ID card with a very high security rating in the world. I have already sent them a video of me holding the passport. I don't feel like I need to put a new one on them. What do they do with the proof of my phone number when I haven't made a payment or something similar with the phone number? Can Casinoguru help hold this scam casino accountable?

Tässä kuva sähköpostista mitä betsofa minulta vielä vaatii.. Olen jo erittäin turhautunut heidän identiteetin todentamiseen ja olen jo lähettänyt kaikki tarpeelliset tiedot henkilöllisyyteni varmistamiseksi. Tämä on mielestäni jo kotiutuksen viivyttelyä eikä tällä ole enää mitään tekemistä henkilöllisyyteni varmistamisessa, sillä heillä on jo julkisen notaarin vahvistama passi, mikä on suomalainen, eli maailmalla erittäin korkealla turvallisuusluokituksella varustettu henkilötodistus. Olen lähettänyt heille jo videon missä pidän passia. En koe että minun tarvitsisi laittaa heille uutta. Mitä he tekevät puhelinnumeroni todistuksella kun en ole puhelin numerolla tehnyt maksua tai muuta vastaavaa? Voitteko Casinoguru auttaa tämän huijaus kasinon vastuuseen saattamisessa?

Dear CasinoGuru,

We would like to inform you that we have conducted a thorough internal investigation into a group of Players exhibiting similar profiles and gameplay patterns.

Due to the suspicious nature of these accounts, additional documentation has been requested to ensure the safety of all parties involved before making a final judgment.

Thank you for your patience and understanding.

Kind regards,

BetSofa Casino Team

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 the suspicious nature of the Player’s account, additional documentation has been requested to ensure the safety of all parties involved before making a final judgment. However, additional documentation has not been provided and we are still waiting for it.

All requested documents will be verified once they are submitted to our Verification department.

Thank you for understanding.

Kind regards,

BetSofa Casino Team

Thank you for the update BetSofa Casino representative. Could you clarify what you mean by 'suspicious nature of the Player’s account'? If needed you can forward any supporting evidence to my email. (peter.c@casino.guru) Thank you in advance!

Dear CasinoGuru,

As we mentioned previously, according to our system, a group of players with a similar pattern of profile and gameplay has been spotted.

Due to this, for the safety of both parties, we conducted a full internal investigation on the player's account. For now, additional documentation has been requested to ensure the safety of all parties involved before making a final judgment.

Thank you for your understanding.

Kind regards,

BetSofa Casino Team

Dear CasinoGuru,

We are still waiting for the additional documentation, which has been requested to ensure the safety of all parties involved before making a final judgment. The additional documents were requested on July 25.

Dear thecodguya,

We kindly ask you to provide the additional documents to verify your identity fully.

Thank you for your understanding.

Kind regards,

BetSofa Casino Team

Betsofa, could you once again tell me what I need to send you to get my money?

Voisitteko Betsofa vielä kerran kertoa mitä minun tarvitsee teille lähettää että saan rahani?

Dear thecodguya,

We have conducted an internal audit of your account and we require the following to fully verify your identity:

1. Please record a video in the background of this letter where your face will be visible. Also in the video please refresh the page so that it can be seen.

2. Please provide us with the photo of yourself holding a previously provided paper with a notarized passport inext to your face with both hands fully visible

3. Please provide us with the proof of ownership of your phone number listed in your profile

4. Please provide us with an official 2023 tax return and salary slip for the 2024 period.

Kind regards,

BetSofa Casino Team

I can't send a pdf here. files, so which email should I send them to?

En pysty lähettämään tähän pdf. tiedostoja joten mihin sähköpostiin nämä laitan?

Dear thecodguya,

Please provide all the requested documentation to verification@betsofa.com.

Thank you for your understanding.

Kind regards,

BetSofa Casino Team

I send them all to you

I hope you put the money in as soon as possible!

Toivottavasti laitatte rahat mahdollisimman nopeasti!

Dear thecodguya,

Thank you for the provided documents. They will be processed by our verification department as soon as possible.

We appreciate your patience.

Kind regards,

BetSofa Casino Team

Thank you for the update BetSofa Casino, I would appreciate it if you could update us on the state of the verification once it's done. Thank you in advance!

Dear CasinoGuru and thecodguya,

We are glad to inform you that the verification process is successfully finished, the account is opened and the funds are available for withdrawal.

Thank you for your patience within this process.

Kind regards,

BetSofa Casino Team

Thank you for the positive update BetSofa Casino representative.

Dear thecodguya, let us know if you're finally able to withdraw the funds or if you require any further assistance. Thank you in advance!

Dear thecodguya,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.