BetSofa Casino - 選手の退会が遅れました。

Hello!

I'm waiting for withdrawal of $1347 for more, than 2 weeks now.

Support always says that provider is checking my bets. I never had this kind of an issue at other casino i've played. Btw, I'm already had issues with betsofa before. And, as I see the complaints for this casino, it's common problem for them. I dont know, why is betsofa having such high ratings everywhere.

Help me, pls, casinoguru!

Dear chobimaru,

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? Could you please confirm that you have passed the KYC verification?

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

Did withdrawals before, verified, played with bonus.

Nice excuse for stalling winnings: "provider checking bets".

For.20.Da­ys.F­or.Ju­st.$­1343 lmao

Thank you for your reply, chobimaru. 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.

Sent

Thank you very much, chobimaru, for your cooperation. 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 chobimaru,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BetSofa Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain what are the reasons for such a lengthy check?

Please, feel free to send all the relevant evidence for the case to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Dear Natalia,

We would like to inform you that the bet-checking process is currently underway at the provider's end. As a result of this ongoing process, we regret to inform you that we cannot process withdrawal requests until the procedure is complete.

Please note that this process is ongoing in accordance with our Terms and Conditions, specifically clause 7.15.:

"BetSofa reserves the right to check big wins with Game Providers. Until BetSofa receives results of the check, your account may be suspended or restricted to place bets on Sports or in Casino."

Whenever any updates arrive, we will update you in a timely manner.

Dear chobimaru,

We apologize for this delay and kindly inform you that, unfortunately, the speed of some processes is not always within our direct control, however, from our side, we do everything possible to speed up the process of checking bets.

Once the process is complete, your personal manager will notify you via email.

We appreciate your patience!

Regards,

Betsofa Team

32 days, already! Just great!

Dear, Betsofa! You can say the same crap for another month and I can't do nothing, you know this. I had slow verification process/withdrawal once with you. Was a big mistake to play in Betsofa again.

Dear Betsofa Casino team, thank you very much for providing this explanation.

Dear chobimaru, I understand your concerns about such a delay, but sometimes there're situations that are out of the control of casinos, and the audit by the gaming providers is one of such situations. Unfortunately, there's no way to speed this process up, so we should wait for the finish of the checks from the side of the provider, it can take up to 2 months.

We will set the timer for the casino for 90 days, which we consider to be enough time for finishing the procedure.

Dear chobimaru, I hope that you will accept this with understanding. Let's hope for the best because the checks may be also finished much earlier, anyway your complaint will remain ongoing for 90 days or until we receive any news from the casino.

Don't hesitate to write to us in case of any questions.

Best regards,

Natalia

90 days, WHAT!!!!? Are you all kidding me?

Dear, Betsofa!

Can you, please, stop your lies? I'm not an idiot!

No, providers, isn't checking any bets, because:

1. Almost all complaints for Betsofa are about slow payments (ask, guru)

2. You refuse to provide any evidence of bet checking process. (it's confidencial! how convenient of you!)

3. For my 10 years of online gambling experience, it's my 1st such long payment!

(you can't pay me this super big win of $1343 for 35 days as for now, lmao.)

4. In complaints, I've seen that some ppl won in your casino a big amounts of money, recently. For example, 2 ppl for 8k euro, one for 4k, and, especially one for 74k$!

This all in a 2023 year.  Moreover, some of these complaints are still pending, 8k and 74k!

Thus, it's very clear that you have some problems with your business. But, it's not my fault. Stop lie to me, and start making, atleast, partial payments!

And, as I see in my recent experience with Betsofa, no one is responsible for anything: the casino repeats the same thing, the providers who do not answer, Gaming Curacao, where I wrote about the casino, they do not answer either.

I just don't have any rights. And you all can get away with it, freely!

Dear Casino Guru!

I want to draw your attention to the facts that:

1. Most of the complaints about betsofa on ask and guru are regarding the long withdrawal process.

2. Since I requested a withdrawal, I have been mailed with many offers from Betsofa with generous bonuses. And this is just a classic sign of stalling, in the hope that I continue to make deposits in order to play and to lose (https­://­www.as­kga­mbl­ers.co­m/g­amb­lin­g-n­ews­/bl­og/­onl­ine­-ca­sin­o-s­cams/ - "Slow Payment" section).

So they want to pay back my previous winnings with money they hope I will lose by playing again (my guess).

Also, Casino Guru, set response timer back to reasonable limit of 7 days, please!

And to you, Betsofa, I want to remind that any business is exposed to the risks of losses.

Especially in the case of online gambling. So, let's quickly solve our problem and part like friends without any reductions to your ratings.

Ok, i got money. Thx, all!

Dear chobimaru,

I'm glad to hear that bet-checking process was finished relatively fast and without detecting anything suspicious from your side and your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia