BetSofa Casino - プレーヤーは賞金を引き出すことができませんでした。

It's been 2 months struggling to withdraw my winnings at this casino, I've already sent all the documents that were requested as well as photos and videos for additional verification and they still don't release the withdrawals, they say they're investigating the account, and it's already was verified.

Já fazem 2 meses lutando pra conseguir sacar os meus ganhos nesse cassino, já mandei todos os documentos q foram pedidos assim como fotos e vídeos para verificação adicional e mesmo assim não liberam os saques, dizem q estão investigando a conta, sendo que a mesma já estava verificada.

Dear tomsk8pro1,

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. Have you made any successful withdrawals before? Do I understand correctly that your account has been marked as verified?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

I couldn't make any withdrawals.

Yes, my account was verified.

I didn't use any bonuses.

I can't even see my withdrawals anymore in the history because it only shows up to 1 month.

Não consegui fazer nenhuma retirada.

Sim, minha conta estava verificada.

Não usei nenhum bônus.

Não consigo nem ver meus saques mais no histórico pq só mostra até 1 mês.

Thank you very much for your reply, tomsk8pro1. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent the message in this email, but what's the problem with continuing here? what changes?

Mandei a mensagem nesse email, mas qual o problema de continuar por aqui? O q muda?

tomsk8pro1, I have received emails from you, but please note that I asked you to forward me the communication between you and the casino, not to write a complaint via email. Please, send me the information I requested so that we can proceed with this complaint. Thank you in advance.

Now I understand, I'll send the emails.

Agora entendi, vou mandar os emails.

Thank you very much tomsk8pro1 for your email. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello tomsk8pro1,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetSofa Casino to join the conversation and participate in the resolution of this complaint.

Dear BetSofa Casino,

Can you please provide an update on the status of the player's account/withdrawal?

Kind regards,

Adam

Hello Casino Guru,

According to our recordings, the player violated the Terms & Conditions, or to be exact clause 9.17., which states:

"If we discovered that a group of players are using the same betting patterns and are connected via, but not limited to, location, banking pattern, and IP address, Betsofa reserve the right to confiscate Bonus winnings and/or deposit."

In the course of the investigation, our company discovered that the IP address of this player intersected with two other accounts from which identical bets were received. In terms of the mentioned rules, we are obliged to write off all winnings that were made on these accounts.

Best regards,

Betsofa Casino Team

Hello BetSofa Casino,

Thank you for your response. Could I please ask you to provide us with supporting evidence of the aforementioned violations? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello Casino Guru,

The evidence is provided via email - adam.m@casino.guru.

Feel free to observe.

Best regards,

Betsofa Casino Team

Even if some casino rule was broken they could only take the profits and not what was deposited. I have to return my deposits. They can only confiscate winnings and/or bonus deposits which is not my case, so they must return what was deposited, they cannot hold my money.

Mesmo q fosse descumprida alguma regra do cassino eles só poderiam tirar os lucros e não o q foi depositado. Tem q devolver meus depósitos. Eles só podem confiscar os ganhos e/ou depósitos com bônus q não é o meu caso, então devem devolver oq foi depositado, não podem segurar o meu dinheiro.

Dear tomsk8pro1,

The evidence provided by the casino suggests that you have opened multiple accounts to place sports bets.

Unfortunately, we do not currently consider complaints regarding sports betting and so we will be unable to investigate further.

Please understand, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. I would suggest submitting a complaint at one of these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

The complaint will now be rejected, I’m truly sorry I couldn’t be of more help.

Kind regards,

Adam