BetSofa Casino - El retiro del jugador se retrasa debido al tiempo de revisión prolongado.

I've been waiting since June 10 to withdraw from this casino! It's disgraceful, everything starts as soon as you deposit, even after you've completed the KYC process. Yet, once you want to withdraw your funds, they say there's an additional KYC to complete. They asked for a short video showing my ID, they've even asked to see my dog. I sent the video after repeated insistence and it was approved. Afterward, they asked for a certification of my ID, issued by a notary. This was sent and was also issued by the judiciary of my jurisdiction. I don't know what could be more certified than that, do I have to ask the president? It's been over a month and I get the same excuses that they are still reviewing. It's a complete lack of respect! I want to warn potential victims to NOT DEPOSIT IN THIS CASINO!!!

Desde el 10 de junio esperando poder retirar de este casino! Es una verguenza, todo comienza una vez que depositas incluso habiendo hecho el kyc con anterioridad, y aún aprobado éste en el momento del retiro comienza la comedia de que hay un kyc adicional, me pidieron un video corto mostrando el dni papel y hasta el perro, fue enviado despues de mucho insistir fue aprobado, despues me pidieron una certificación de mi dni, emitida por un notario la cual fue enviada y emitida por el poder judicial de mi jurisdicción, osea mas certificado que eso nosé, tendria que pedirle al presidente. Mas de un mes y las mismas excusas que aun estan revisando, es una falta de respeto! Quiero advertir a los posibles estafados NOOOOO DEPOSITEN EN ESTE CASINO!!!

Dear Dafne,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetSofa Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if you made any deposits in the casino?

Have you accumulated your winnings with an active bonus?

Could you please send me the recent communication from the casino with their explanation of the situation? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, yes indeed on 06/10 I made a deposit and I have been waiting for more than a month, I did not have an active bonus, the accumulated earnings are the product of my deposit. Now I mail you the response from the casino, it's a copy and paste every time I spoke to support

Hola Tomas, si efectivamente el dia 10/06 hice un depósito y hace mas un mes que estoy esperando, no tenia bono activo, las ganancias acumuladas son producto de mi depósito. Ahora le envio por correo la respuesta del casino, es un copie y pegue todas las veces que hablé con soporte

Thank you very much, Dafne, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Dafne,

I've reviewed your case and am sorry that you came across such a problem with the additional KYC. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear BetSofa Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please confirm you already have all the necessary documents for the verification? Could you specify how long will it take you to review them? When the player can await their account to be finally verified?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Dear Dafne and CasinoGuru,

We are glad to inform you that the verification process is finished for now and the withdrawal request is also approved.

We appreciate your patience and understanding throughout this process!

Regards,

Betsofa Team

Thank you for the reply, BetSofa Casino.

Dear Dafne, can you please confirm that your account is verified and the withdrawal request status is indicated as processed? Maybe you have already received your funds? Please, let us know if your complaint can be closed as resolved.

Dear Dafne,

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.