BetSofa Casino - プレイヤーのアカウントがブロックされました。

I made a deposit at Betsofa and quickly won several thousand euros. I played down to €2000 and wanted to cash it out. Then came the verification. I uploaded all the documents that were required. But the payout didn't work. After that, they wanted a selfie of me holding up my ID. I sent that too. Then they wanted a new document, such as my birth certificate. From that point I realized that there seems to be no chance of paying off the day of bed. After trying to withdraw for weeks, my account is now blocked. During this time I wrote various emails for support and never received an answer (not even in the spam folder). I was only able to get the information about the verification via the chat after repeated requests

Ich habe bei Betsofa eingezahlt und recht schnell mehrere Tausend Euro gewonnen. Ich habe bis auf € 2000 runtergespielt und wollte mir dies auszahlen lassen. Dann kam die Verifizierung. Ich habe alle Dokumente hochgeladen, die erforderlich waren. Die Auszahlung klappte aber nicht. Danach wollte man noch ein Selfie von mir haben, wie ich meinen Ausweis hochhalte. Auch das habe ich geschickt. Danach wollte man dann ein neues Dokument, wie z.B. meine Geburtsurkunde. Ab dem Punkt merkte ich, dass es anscheinend keine Chance gibt, den Bettag auszuzahlen. Nachdem ich über Wochen versucht habe auszuzahlen, ist mein Konto mittlerweile gesperrt. Ich habe in der Zeit diverse E-Mails zum Support geschrieben und nie eine Antwort bekommen (auch nicht im Spam Ordner). Nur über den Chat konnte ich nach wiederholtem Nachfragen die Infos über die Verifizierung bekommen

Dear DC1030,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I registered there in mid-September, between 09/15-09/20. I don't remember exactly. I made two deposits and ended up with real money. I wagered well over €10,000 - €15,000 in wagers and ended up with €2,000 in real money. I have requested a payout. Nothing happened for several days. Then I went into the chat and asked how I can verify myself. The woman said I got an email about it. But that was not true (not even in the spam folder). I entered my e-mail address correctly and I received the newsletter. Then I should send a passport, proof of address and proof of payment to an email address. I did this. After that I heard nothing again for days. I went back into chat and was told I had received an email. But that wasn't true either. They didn't want to tell me what was in the email. Only after asking for a few minutes was I told to send a selfie with my ID. I did this. Again I heard nothing for days. I went back into the chat and was told again that I had received an email. That wasn't true either. Then I was told that more documents were needed, such as my birth certificate. From then on it was clear to me that verification was apparently impossible, since new documents were being requested again and again. I have sent all the documents for a successful verification. I almost only played slots and a bit of live casino if I remember correctly.

Ich habe mich Mitte September dort registriert, zwischen dem 15.09.-20.09. Genau weiß ich es nicht mehr. Ich habe zwei Einzahlungen getätigt und hatte am Ende Echtgeld. Ich habe weit über € 10.000 - € 15.000 an Einsätzen umgesetzt und am Ende hatte ich noch € 2.000 Echtgeld. Ich habe eine Auszahlung beantragt. Mehrere Tage passierte nichts. Dann bin ich in den Chat gegangen und habe dort gefragt, wie ich mich verifizieren kann. Die Frau sagte, dass ich eine E-Mail dazu bekommen habe. Das stimmte aber nicht (auch nicht im Spam Ordner). Meine E-Mail Adresse war richtig eingegeben, den Newsletter habe ich auch bekommen. Dann sollte ich einen Reisepass, Adressnachweis und Zahlungsnachweis an eine E-Mail Adresse schicken. Das habe ich getan. Danach hörte ich wieder tagelang nichts. Ich bin wieder in den Chat gegangen und man sagte mir, dass ich eine E-Mail bekommen habe. Aber auch das stimmte nicht. Man wollte mir nicht sagen, was in der E-Mail drin stand. Erst nach minutenlangem Nachfragen, sagte man mir, dass ich ein Selfie mit meinem Ausweis schicken soll. Das habe ich getan. Wieder hörte ich tagelang nichts. Ich bin wieder in den Chat gegangen und man sagte mir wieder, dass ich eine E-Mail bekommen habe. Auch das stimmte nicht. Dann sagte man mir, dass noch mehr Unterlagen benötigt werden, z.B. meine Geburtsurkunde. Ab da war mir klar, dass eine Verifizierung anscheinend unmöglich ist, da immer wieder neue Unterlagen angefordert werden. Ich habe alle Unterlagen für eine erfolgreiche Verifizierung zugeschickt. Ich habe fast nur Slots gespielt und ein bisschen Live Casino, wenn ich mich richtig erinnere.

Just to be on the safe side: there were no longer exactly € 2,000 in the account, but only around € 1,995. I tried everything for over 6-8 weeks to get a solution with Betsofa.

Nur zur Sicherheit: Es waren nicht mehr genau € 2.000 auf dem Konto, sondern nur noch ca. € 1.995. Ich habe über 6-8 Wochen lang alles versucht, um eine Lösung mit Betsofa zu erreichen.

Thank you very much, DC1030, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, DC1030,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BetSofa Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetSofa Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear DC1030 and CasinoGuru, 

First of all, we would like to clarify that all information was sent to the e-mail address that was directly entered in the player's gaming profile.

Please note that withdrawals are only available to fully verified players.

Keeping our players and our own safety in mind is very important to us, so we take the KYC procedure very seriously.

Please also note that in accordance with the Terms and Conditions clause 5. KYC POLICY & MONEY LAUNDERING PREVENTION REQUIREMENTS, 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.

Documents provided by the player do not meet the requirements described in the email, so the documents were requested again.

Since we have not received a response, the account has been blocked until we receive documents that prove ownership of this particular account.

If you have any further questions, our support agents are always happy to assist you and provide all the necessary information about the verification process!

Best regards,

BetSofa team

I didn't expect any other answer. I have provided all documents indicated in the answer. The detail is in "additional documents". Why do you also need things like a driver's license or a birth certificate? I uploaded a passport, bank statement, credit card statement and passport selfie. In all casinos this is enough. NO casino needs more. The point here is that a larger win is NOT paid out. I have read other reviews about Betsofa that they keep asking for new documents until you give up waiting for the withdrawal. That seems to be the case here too. They got the money of my deposits. They are also so fair and pay me my winnings.

Ich habe keine andere Antwort erwartet. Ich habe alle Dokumente zur Verfügung gestellt, die in der Antwort angegeben sind. Das Detail steckt in "zusätzliche Dokumente". Wozu benötigen Sie zusätzlich Dinge wie einen Führerschein oder eine Geburtsurkunde? Ich habe einen Reisepass, einen Kontoauszug, eine Kreditkartenabrechnung und ein Selfie mit Reisepass hochgeladen. In allen Casinos reicht dies aus. Mehr benötigt KEIN Casino. Hier geht es darum, dass ein größerer Gewinn NICHT ausgezahlt wird. Ich habe andere Rezessionen über Betsofa gelesen, dass immer wieder neue Dokumente angefordert werden, bis man aufgibt auf die Auszahlung zu warten. Das scheint hier auch der Fall zu sein. Sie haben das Geld meiner Einzahlungen bekommen. Das seien sie auch so fair und zahlen mir mein Gewinn aus.

Thank you for your explanation, BetSofa Team.

Dear DC1030,

It is industry standard that casinos request additional documents for verification. Especially, if you provided the casino only with one ID document, or not of the required quality.

Can you please provide me with the mentioned email/communication that you received from the casino? It would be great if it is in a form of screenshots with visible recipient's email, the sender's email, and the whole email body with a signature. If there are more emails/live chat transcripts, please, send me all the communication with the casino.

Feel free to use my email (branislav.b@casino.guru).

Hi Branislav. I send you all Screenshot via E-Mail. Cheers

Thank you for your email and the provided screenshots, DC1030.

Dear BetSofa Team,

Can you please confirm that the mentioned email with instructions was sent to the same email address as the player filled in upon submitting this complaint ("Player email")? If yes, when exactly was the email sent?

The player claims that he never received such an email. If it is the case, could the casino resend this email and add me to the CC of this email?

Dear Branislav,

Our team confirms that the initial email was sent to the appropriate email address. Please be informed that Verification Department has resent the email with the branislav.b@casino.guru email attached.

Kind regards,

Betsofa Team

That's funny. Now for the FIRST TIME I got a verification email! I have already submitted the following:

-Passport

-Passport with selfie

-Credit card statement (for the address)

-Screenshots from Mifinity

Now the following is required:

- Driver's license (I don't have a driver's license)

-Birth certificate (it has my old last name on it as I got my wife's name after the wedding)

-ID card (my old address is on it because I moved on October 20th)

I submitted all the documentation needed to verify my identity, payment account, and address in September. I have been denied payment for months. Why? I deposited money and won. I have provided all the documents. Where is the problem??

Das ist ja witzig. Nun habe ich das ERSTE MAL eine E-Mail für die Verifizierung bekommen! Ich habe bereits folgendes eingereicht:

-Reisepass

-Reisepass mit Selfie

-Kreditkartenabrechnung (für die Adresse)

-Screenshots von Mifinity

Nun wird folgendes verlangt:

-Führerschein (ich besitze keinen Führerschein)

-Geburtsurkunde (da steht mein alter Nachname drauf, da ich nach der Hochzeit den Namen meiner Frau bekommen habe)

-ID Card (da steht meine alte Adresse drauf, da ich am 20. Oktober umgezogen bin)

Ich habe im September alle Unterlagen eingereicht, die notwendig sind, um meine Identität, mein Zahlungskonto und meine Adresse zu verifizieren. Seit Monaten wird mir die Auszahlung verweigert. Warum? Ich habe Geld eingezahlt und gewonnen. Ich habe alle Dokumente zur Verfügung gestellt. Wo ist das Problem??

I sent my ID card and driver's license today. I replied directly to the mail that came from betsofa. My old last name (name at birth) is still on my driver's license. This is also on my ID card and on my passport.

Ich habe heute meine ID Card und meinen Führerschein zugeschickt. Ich habe direkt auf die Mail geantwortet, die von betsofa kam. Auf meinem Führerschein steht noch mein alter Nachname (Geburtsname). Dieser ist aber auch auf meiner ID Card und auf meinem Reisepass drauf.

Now I got an email. I should send more documents. Certificate of the wedding, selfie with driver's license, etc. That must be a joke!!!!! That will not do! The name of my driver's license IS ON MY ID card!!

Jetzt habe ich eine E-Mail bekommen. Ich soll noch mehr Dokumente zuschicken. Urkunde der Hochzeit, Selfie mit Führerschein etc. Das ist wohl ein Witz!!!!! So geht das nicht! Der Name von meinem Führerschein STEHT AUF MEINEM AUSWEIS DRAUF!!

So far you have requested the following documents:

-Passport

-Passport with selfie

-Credit card statement (for the address)

-Screenshots from Mifinity

-Birth Certificate

-ID card

-Driver's license

-Marriage certificate

-Driver's license with selfie

ARE YOU SERIOUS?????????

What's next? Certificates from my school from 30 years ago? Or what? That's a joke!

It is definitely impossible to verify with you!

Sie haben bisher folgende Dokumente angefordert:

-Reisepass

-Reisepass mit Selfie

-Kreditkartenabrechnung (für die Adresse)

-Screenshots von Mifinity

-Geburtsurkunde

-ID Card

-Führerschein

-Heiratsurkunde

-Führerschein mit Selfie

IST DAS IHR ERNST?????????

Was kommt als nächstes? Zeugnisse aus meiner Schule von vor 30 Jahren? Oder was? Das ist doch ein Witz!

Es ist definitiv unmöglich, sich bei Ihnen zu verifizieren!

Dear DC1030,

I received the email from the casino without any problems.

However, there are a few inconsistencies in your posts. You claimed that you did not receive an email from the casino. The casino proved that it used the correct email address, and the email came. Then, there was information that you do not have a driver's license, but later you mentioned that you sent it to the casino. In addition, there is information that your ID documents contain different personal data.

Now, how do you please imagine the verification on the casino's side? If you changed your surname and/or address, and it is really weird that you own basically invalid ID documents, what should be another way to verify them?

I am afraid that is really not a joke, and I recommend you provide the casino with all the required documents. Unfortunately, the casinos are not able to see the players in person and it is hard to verify them online. Therefore, it is necessary to provide the casino with all these documents. The casino also has to be sure that you are the rightful person and protect itself against possible fraud.

Are you please able to provide the casino with the requested documents?

Hello Branislav,

I can understand that it seems I made the mistake. But that's not the case. I'm happy to explain the points.

At the time I started verification, all address data was correct. I then moved at the end of October. The street has remained the same, only the house number has changed (50b instead of 51). I have also proven this.

I don't have a car and didn't know where my driver's license was as I don't drive. I didn't know where my driver's license was. I've also never had to show a driver's license at a casino. But then I found him. My birth name is on my driver's license. I got married and took my wife's name. My passport has the old surname AND the new surname, the first name has stayed the same. In this respect, it is clearly recognizable here that it is my driver's license. In Germany, the driver's license does not have to be changed if you get a new surname, as the new surname and the old surname are written on the ID card.

Again: At the time of verification, the address I provided during registration was on all documents. If I then move and the house number changes, it's not as if I gave wrong data.

All the documents I sent to the casino in the first email contained all the required data. All the data was correct, and several weeks later the house number changed.

The casino did NOT prove that they emailed me in September. The email you and I received was the first email I received from the casino. I didn't get anything before. I only got all the information I had for verification via chat.

You act like I can't prove my data. But I already did this SEVERAL TIMES at the beginning. I sent you the screenshot of the email. Here all data was BEFORE MOVING and all data was correct (name, date of birth, address, payment). This is enough for verification in any casino. But then new and new documents are repeatedly requested. It's not my fault if verification takes MONTHS. I've never experienced anything like that. I have never had any problems getting verified at a casino. When verifying at betsofa, the verification process is apparently lengthened so that you forego your profit. I have never seen a casino ask for documents such as a birth certificate when the name, address and payment are clearly documented at the time.

Hallo Branislav,

Ich kann verstehen, dass es so aussieht, dass ich den Fehler gemacht habe. Das ist aber nicht so. Gerne erkläre ich die Punkte.

Zum Zeitpunkt, als ich mit der Verifizierung begonnen habe, haben alle Adressdaten gestimmt. Ich bin dann Ende Oktober umgezogen. Die Straße ist gleich geblieben, nur die Hausnummer hat sich geändert (50b statt 51). Dieses habe ich auch nachgewiesen.

Ich habe kein Auto und wusste nicht, wo mein Führerschein ist, da ich kein Auto fahre. Ich wusste nicht, wo mein Führerschein ist. Ich musste auch noch nie bei einem Casino einen Führerschein nachweisen. Ich habe ihn dann aber gefunden. Auf meinem Führerschein ist mein Geburtsname drauf. Ich habe geheiratet und den Namen meiner Frau angenommen. Auf meinem Reisepass steht der alte Nachname UND der neue Nachname, der Vorname ist gleich geblieben. Insofern ist hier klar erkenntlich, dass es mein Führerschein ist. In Deutschland muss der Führerschein nicht geändert werden, wenn man einen neuen Nachnamen bekommt, da auf dem Ausweis der neue Nachname und der alte Nachname steht.

Nochmal: Zum Zeitpunkt der Verifizierung war auf allen Dokumenten die Adresse, die ich bei der Registrierung angegeben habe. Wenn ich dann umziehe und sich die Hausnummer ändert, dann ist es nicht so, dass ich falsche Daten angegeben habe.

Alle Dokumente, die ich in der ersten E-Mail an das Casino geschickt habe, enthielten alle erforderlichen Daten. Alle Daten waren richtig, und mehrere Wochen später, hat sich dann die Hausnummer geändert.

Das Casino hat NICHT nachgewiesen, dass sie im September E-Mails an mich geschrieben haben. Die E-Mail, die Sie und ich bekommen haben, war die erste E-Mail, die ich vom Casino erhalten habe. Vorher habe ich nichts bekommen. Alle Informationen, die ich zur Verifizierung hatte, habe ich nur per Chat bekommen.

Sie tun so, als ob ich meine Daten nicht nachweisen könnte. Aber dies habe ich bereits am Anfang MEHRFACH getan. Den Screenshot der E-Mail habe ich Ihnen geschickt. Hier waren alle Daten VOR DEM UMZUG und alle Daten waren korrekt (Name, Geburtsdatum, Adresse, Zahlung). Dies reicht für eine Verifizierung in jedem Casino. Dann aber werden immer wieder neue und keue Dokumente angefordert. Ich kann doch nichts dafür, wenn die Verifizierung MONATE dauert. Sowas habe ich noch nicht erlebt. Noch nie hatte ich Probleme bei einer Verifizierung bei einem Casino. Bei der Verifizierung bei betsofa wird anscheinend der Prozess der Verifizierung extra in die Länge gezogen, damit man auf seinen Gewinn verzichtet. Ich habe noch nie erlebt, dass ein Casino Dokumente wie eine Geburtsurkunde verlangt, wenn Name, Adresse und Zahlung klar zum jeweiligen Zeitpunkt nachgewiesen wurden.

Hello, DC1030,

The casino informed us that "Documents provided by the player do not meet the requirements described in the email, so the documents were requested again". Unfortunately, there could be many reasons why the casino could not accept your documents. Although I saw on one of the provided screenshots that you attached your documents to the email sent to the casino, I did not see the documents and their details at all. However, as was mentioned a few times, the casinos have rules for the verification process, and you should comply with them. If there are any doubts on the casino's side about a player's identity, and as I see, in this case, there are several inconsistencies related to your documents, it is common that additional documents are required. In addition, you have to always provide the casino with the correct and up-to-date documents. If there are any changes, you have to send the new documents.

Dear BetSofa team,

Could you please send me the email in which the additional documents were required from the player after receiving the mentioned documents that did not meet the casino's requirements?

The player claims that he did not receive such an email from the casino. It would be great if you could send me the email communication in question as a separate attachment in a new email, not just as a forwarded email.

Also, the complainant stated that at the time he provided the casino with the necessary documents, the data were correct on all documents. What requirements were not met then? Could you please also check with the relevant department, and based on the explanation shared by the player here, if all the previously provided documents really aren't enough to verify the player's identity?

Dear Branislav,

Please be informed that our team has emailed you all the details regarding the request for additional documents.

Furthermore, we wish to point out that the latest request for an official marriage certificate as proof of the surname change was not supplied by the Player. Currently, the surname provided in the documents does not match the one in the Player's gaming account. Therefore, as a security measure, it is imperative that we have evidence of a surname change.

Kind regards,

Betsofa Team

You have received the following documents, which contain my current name, which was also registered in the game account:

-Passport

-ID card

-Credit card statement

-Mifinity account

Only the driver's license, which I haven't used for many years, is in the old name, which is also noted in the passport and on the ID card! I have already proven my identity twice with an official document. Why do I have to prove my identity for the third time after you have already received the passport and ID card? They have already double checked my identity at this point. In Germany, the driving license is NOT automatically reissued if you change the name. No other casino will ask for documents such as a birth certificate, marriage certificate and driver's license when identity has already been established beyond a reasonable doubt.

Folgende Dokumente haben Sie erhalten, wo mein aktueller Name drin steht, der auch im Spielkonto registriert wurde:

-Reisepass

-ID Card

-Kreditkartenabrechnung

-Mifinity Konto

Einzig und allein der Führerschein, den ich seit vielen Jahren nicht mehr benutze, lautet auf den alten Namen, der auch im Reisepass und auf der ID Card vermerkt ist! Damit habe ich meine Identität bereits doppelt mot einem offiziellen Dokument nachgewiesen. Warum muss ich meine Identität zum dritten Mal nachweisen, nachdem Sie bereits den Reisepass und die ID Card bekommen haben? Sie haben zu dem Zeitpunkt meine Identität bereits doppelt überprüft. In Deutschland wird der Führerschein NICHT automatisch neu ausgestellt, wenn Sie den Namen ändern. Kein anderes Casino fordert Dokumente wie Geburtsurkunde, Heiratsurkunde und Führerschein an, wenn die Identität bereits zweifelsfrei nachgewiesen wurde.

Greetings all,

I am sorry for the delayed reply.

Dear DC1030,

I was provided with emails sent by the casino. We are talking about 3 emails sent in September, 1 email from October, and 2 emails from December 2022. You also replied to some of them.

While we will wait for the casino's reply, can you please provide me with photos of your ID and passport with clearly visible birth surname and current surname? You claimed that both these documents include them. You can send the required documents to branislav.b@casino.guru.

Dear BetSofa,

Thank you for your email and the provided documents. However, after reading the casino's Terms and Conditions, I noticed that one detail is missing above in the rule you referred to.

This is the complete rule (the highlighted sentence is the missing detail):

"KYC POLICY & MONEY LAUNDERING PREVENTION REQUIREMENTS

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."

Please, allow me to ask you a few additional questions regarding the player's KYC.

Do the player's ID card and passport contain both his birth surname and his current surname as he claimed? If yes, and he has verified his identity with 2 official documents, for what reason is another one needed? Aren't these documents, in combination with other provided documents, enough to verify his identity?

Since the casino (according to its own Terms and Conditions) cannot accept a driving license as ID and/or proof of address, why was it requested and taken into account at all?

Could you please check with the relevant department, and based on the explanation shared by the player above, if all the previously provided documents really aren't enough to verify the player's identity (excluding his driver's license completely from the process)?

Looking forward to hearing from you.

Hi Branislav,

I have just sent you all the required documents.

Hi Branislav,

Ich habe dir soeben alle erforderlichen Dokumente gesendet.

Dear Branislav,

Please note that a driving license was requested as an additional piece. According to our terms & conditions "we reserve the right to request additional documents, which include, but are 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". Initially, a Player was asked to provide a document of his choice:

● Driving license

or

● Identity Card

or

● Official birth certificate

When the relevant team received the driver's license, it noticed the player's surname was incontinence, therefore a marriage certificate was requested as proof of the surname change. Upon consulting with the KYC and AML team, it was stated that proof of marriage certificate should be provided on a mandatory basis due to the KYC & AML policy.

Best regards,

Betsofa Team

You write:

-Driver's license

OR

-ID card

OR

birth certificate

You have already received my ID card and all the data is correct there!

Sie schreiben:

-Führerschein

ODER

-Personalausweis

ODER

Geburtsurkunde

Sie haben bereits meinen Personalausweis bekommen und dort sind alle Daten richtig!

Alright, I understand, and thank you for the additional information, BetSofa Team.

However, isn't it enough if the player's ID and passport include his birth surname, current surname, and date of birth, which match the surname and the date of birth on his old driver's license? Is a reason for changing his surname really so important for the casino to be substantiated by the additional document, especially if it has been basically previously proved by 2 official documents issued by his country?

Are there please also any other inconsistencies related to the player's KYC & AML policy, or the marriage certificate is the only obstacle to passing the verification? If the player were to submit a marriage certificate, will the casino ask him to provide any other documents? If yes, what documents?

Dear Branislav,

The investigation of driver's licenses revealed inconsistencies in the last name. Consequently, we are requesting a document that could confirm the last name change. In this matter, we find it reasonable to request a marriage certificate. It is critical to note that the last name on the first two provided documents (passport and ID card) does not match the surname on the driver's licence. Please note that it is our obligation to conduct KYC checks for AML/CFT purposes.

As our team mentioned previously, we find it necessary to provide a Marriage Certificate in order to verify a Player. As of now, only the Marriage Certificate stands in the way of completing the verification process.

Best regards,

Betsofa Team

I have emailed you the marriage certificate.

Branislav, you received a copy of the e-mail

Ich habe Ihnen die Heiratsurkunde per E-Mail geschickt.

Branislav, Sie haben die E-Mail in Kopie bekommen

Dear BetSofa Casino Team,

Thank you for the additional information. The questions were asked in order to further clarify the situation. Since we consider it the easiest way how to solve the player's issue, and based on the all provided information, we fully understand the situation, we would be forced to ask the player to provide the requested documents anyway.

As I can see, the player has already sent the requested document to the relevant casino's department. Can you please let us know if this document meets the necessary requirements? Is the casino able to accept it, and let the player complete the verification?

Good day,

Access to my account has been reactivated. I have requested a withdrawal of €1,000. This was canceled within 20 minutes. Why? In addition, €300 is missing. I had €1,995 in my account and now I still have €1,695.

It would be nice if we could bring this case to a close.

Guten Tag,

Der Zugang zu meinem Konto wurde reaktiviert. Ich habe eine Auszahlung über € 1.000 beantragt. Diese wurde innerhalb von 20 Minuten storniert. Warum? Außerdem fehlen € 300. Ich hatte € 1.995 auf dem Konto und nun noch € 1.695.

Es wäre schön, wenn wir diesen Fall zu Ende bringen könnten.

The first payment of a partial amount has now worked, but I would like to know what happened to the €300. There were 1,995 in the account and after reactivation only 1,695

Die erste Auszahlung eines Teilbetrages hat nun geklappt, trotzdem möchte ich wissen, was mit den € 300 passiert ist. Es waren 1.995 auf dem Konto und nach Reaktivierung nur 1.695

We appreciate both sides' patience!

Dear Branislav,

The marriage certificate meets the necessary requirements. No more documents are needed at this time. As a result, the verification process has been completed.

Dear DC1030,

Please be informed that, currently, you have a withdrawal request placed. The request will be reviewed by the finance department shortly.

Speaking of the deducted 300 EUR, we kindly would like to point out that in case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), Betsofa has the right to charge from the suspended Betsofa Account monthly maintenance fee in an amount of 100 (one hundred) EUR. Feel free to refer to clause 5.1 in the Terms & Conditions of our casino.

Best regards,

Betsofa Team

After the first payout worked out over 400 euros, the second payout was cancelled. I've been told there are issues with withdrawals through Myfinity and they don't know when they'll be back. I said that a transfer to my bank account is also possible. However, this was denied to me because it is not possible in my region, although I paid in here. The only alternative I was offered was Crypto and Jeton. I don't have both. It can't be that you're trying everything to keep my money! Another option must be offered. There's no problem with Myfinity, you just don't want me to pay out any more money! I have now again requested a payout of 1000 euros via Mifinity. Please release this.

Nachdem die erste Auszahlung über 400 Euro geklappt hat, ist die zweite Auszahlung storniert worden. Mir wurde gesagt, dass es Probleme mit Auszahlungen über Myfinity gibt und man nicht weiß, wann es wieder geht. Ich habe gesagt, dass eine Überweisung auf mein Bankkonto auch möglich ist. Dies wurde mir aber verwehrt, da das in meiner Region nicht möglich ist, obwohl ich hierüber eingezahlt habe. Als einzige Alternative wurde mir Crypto und Jeton angeboten. Beides habe ich nicht. Das kann doch nicht sein, dass Sie alles versuchen, um mein Geld zu behalten! Es muss eine andere Möglichkeit angeboten werden. Es gibt kein Problem mit Myfinity, Sie wollen nur nicht, dass ich noch mehr Geld auszahle! Ich habe nun erneut eine Auszahlung über 1000 Euro über Mifinity beantragt. Bitte geben Sie diese frei.

So, money has now arrived by bank transfer to my account. The case can be closed!

So, Geld ist nun per Überweisung auf mein Konto angekommen. Der Fall kann geschlossen werden!

What great news!

Thank you, DC1030, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system, and update the disputed amount to €1,695. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, BetSofa Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru