BetSofa Casino - Вывод средств игрока задержан.

Hello,

after a few payouts, which went quite quickly, no more payouts will be processed from January 2nd, 2023. A total of 8x1000€ are open. It is always said that the profits suddenly have to be checked by the provider. However, I find 2 weeks quite long for an exam.

I hope you can help. Was actually satisfied with the casino until now.

Hallo,

nach ein paar Auszahlungen, die noch recht schnell gingen, werden ab den 02.01.2023 keine Auszahlungen mehr bearbeitet. Ingesamt sind 8x1000€ offen. Mit wird immer gesagt das die gewinne plötzlich vom Anbieter geprüft werden müssen. Allerdings finde ich 2 Woche ziemlich lang für eine Prüfung.

Ich hoffe ihr könnt helfen. War eigentlich bis jetzt zufrieden mit dem Casino.

Dear Kalisto007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payments are still pending inside the account without being processed? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, yes that's right, there are still 8 payouts on my account waiting for approval.

Haven't been processed yet.

Winnings were without bonus.

Divided into 8x1000€ because of the daily limit of 1000€.

Hallo, ja richtig, es warten noch 8 Auszahlungen auf meinem Konto auf Genehmigung.

Wurden noch nicht bearbeitet.

Gewinne waren ohne Bonus.

Wegen dem tageslimit von 1000€ in 8x1000€ aufgeteilt.

Hello,

it is now 16 days after the first payout. The one from 02.01 has not yet been processed. Still in my casino account.

Hallo,

es sind nun 16 Tage nach der ersten Auszahlung. Die vom 02.01 ist ja noch nicht bearbeitet. Immer noch in meinem Casino Account.

Hello, the exam is over. The first payout was processed today. Can be closed first. Thanks.

Hallo, die Prüfung ist abgeschlossen. Die erste Auszahlung wurde heute bearbeitet. Kann erstmal geschloßen werden. Danke.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kalisto007, for your confirmation, and please don’t 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,

Petronela

Casino.Guru

We've reopened this complaint as per the player's request. Even if it was resolved successfully in the past, the player experiences difficulties withdrawing his winnings again.

Player's additional comments:

"Hello, unfortunately no payouts are being processed again. 2x €1000 open from 06.01 and 07.01. Almost 4 weeks now. Probably another bet check. I actually think it's a shame because everything went well in this casino at the beginning. The ratings are actually quite good."

We’ve reopened this complaint as per the player’s request. Even if it was resolved successfully in the past, the player experiences difficulties withdrawing his winnings again.

Player's additional comments:

"Hallo, leider werden wieder keine Auszahlungen bearbeitet. 2x 1000€ offen vom 06.01 und 07.01. Fast 4 Wochen jetzt. Wohl wieder eine Bet-Prüfung. Ich find es eigentlich schade, da am Anfang in diesem Casino alles gut lief. Die Bewertungen sind ja eigentlich auch ganz gut."

Thank you very much, Kalisto007, for getting back to us. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Kalisto007 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 is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear Kalisto007,

Please be informed that currently, your recent bets are getting checked by the provider. We look forward to reviewing your withdrawal request once the betting-checking process is completed. You won't have to worry about not being updated on time, your personal manager will make sure you know when there are any updates related to this matter.

We truly understand how frustrating waiting can be. From our side, we are committed to speeding up the whole process as much as possible.

If any additional queries may occur, feel free to reach your personal manager via email. 

Thank you for understanding!

Best regards,

Betsofa Team

Hello bed sofa,

Thanks for the answer. I'm just surprised because the exam has been running for a month. I still have payments from January 6th and 7th open. So already 1 month in progress.

Hallo Betsofa,

danke für die Antwort. Ich wunder mich nur da die Prüfung schon 1 Monat läuft. Ich habe ja noch Auszahlungen vom 06. und 07.01 offen. Also schon 1 Monat in Bearbeitung.

Hello there,

Could any of the parties inform us about the development of this complaint?

Thank you!

Hello, unfortunately still under examination. I asked earlier. 5 weeks now 🙁

It was also just a win on one slot: Secret of the Stone by NetEnt. Don't know what's being checked for weeks.

Hallo, leider immer noch in Prüfung. Habe vorhin gefragt. 5 Wochen jetzt 🙁

Es waren auch nur gewinne an einem Slot: Secret of the Stone von NetEnt. Weiß nicht was da wochenlang geprüft wird.

Dear Kalisto007 and Peter,

Please be aware that our team is awaiting the results of your investigation in the same manner as yours. 

Updates will follow once the investigation is complete.

We greatly appreciate both parties' patience!

Best regards,

Betsofa Team

Hello,

Unfortunately, I have not experienced such a test in any casino so far. So 5 weeks is really a long time 🙁

Was actually very happy with their casino. They also offer a lot of bonuses, just with the pending payouts, bonus offers don't do me any good.

I hope the payouts will be processed soon. I would love to continue playing with them.

Hallo,

so eine Prüfung habe ich leider in keinem Casino bis jetzt erlebt. Also 5 Wochen ist wirklich sehr lange 🙁

War eigentlich sehr zufrieden mit ihrem Casino. Sie bieten auch viele Bonis an, nur mit den schwebenden Auszahlungen bringen mir Bonusangebote nichts.

Ich hoffe das die Auszahlungen bald bearbeitet werden. Würde auch gerne weiter bei ihnen spielen.

Hello there,

Any updates about a development of this complaint?

Thank you!

Hello, still no payment received until now. And again a week later.

It is only waiting for the answer from a provider (NetEnt) from a slot.

I'm surprised that NetEnt takes so long to check.

It's a shame that you have to wait weeks for payments because of something like this.

Hallo, bis jetzt immer noch keine Auszahlung erhalten. Und wieder eine Woche um.

Es wird ja nur auf die Antwort von einem Provider ( NetEnt ) gewartet von einem Slot.

Wunder mich das NetEnt so lange zum prüfen braucht.

Schade das man durch sowas, wochen auf Auszahlungen warten muss.

Hi Peter,

there are still payments from 25.01-28.01 open. Please adjust amount. 8 x €1000

Thanks

Unfortunately still under examination. The ones from 06.01. and 07.01.

Hallo Peter,

es sind auch noch Auszahlungen vom 25.01-28.01 offen. Bitte Betrag anpassen. 8x 1000€

Danke

Leider immer noch in Prüfung. Die vom 06. und 07.01 auch noch.

Dear Kalisto007 and CasinoGuru,

Please be informed that the bet-checking process is still in progress.

In the event of any updates, we will inform you immediately.

We appreciate both sides' patience!

Regards,

Betsofa Team

2 months soon, what more can you say?

2 Monate bald, was soll man dazu noch sagen ?

Hello,

Check completed, get back to me when all payouts are in.

Hallo,

Prüfung abgeschlossen, melde mich nochmal, wenn alle Auszahlungen da sind.

Hello,

5 withdrawals have been made, 5 are still pending.

Hallo,

5 Auszahlungen wurden gemacht, 5 sind noch offen.

Dear Kalisto007,

Having completed the bet-checking process, we are pleased to be able to withdraw your well-deserved winnings. Therefore, withdrawals will be processed in accordance with the withdrawal limits. 

If you have further questions, please contact your personal manager. We will be glad to assist you with any questions you may have.

Best regards,

Betsofa Team

I'm glad to hear the issue is being resolved, please Kalisto007 inform us when you no longer need assistance.

Thank you!

Hello, I'm still waiting for 3 withdrawals. Let me know when everything is there. Unfortunately, login to the site is no longer possible from DE.

Hallo, ich warte noch auf 3 Auszahlungen. Melde mich wenn alles da ist. Login zur Seite geht aus DE leider nicht mehr.

Dear Kalisto007,

No worries about that, you will receive direct notification from your personal manager according to the withdrawals.

The news will be delivered to you in a timely manner.

Best regards,

Betsofa Team

Hello,

all done. Can be closed. Thanks to all.

Hallo,

alles erledigt. Kann geschloßen werden. Danke an alle.

Dear Kalisto007,

I'm glad to hear that 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,

Peter