BetSofa Opiniões 27

Resposta da BetSofa

29/04/2025

Thank you for your feedback, and we truly regret the frustration you have experienced.

We understand how concerning it can be when additional verification is requested after a win. However, please note that the Verification department is requesting the additional documents in accordance with KYC policies and anti-money laundering regulations. We are committed to processing the winnings promptly and have no intention of causing any delays.

That said, we are pleased to confirm that your account has now been successfully verified and your withdrawal request has been approved. You should receive your funds shortly, depending on the processing times of your payment provider.

We appreciate your patience throughout the process. If you have any further questions or need assistance, please don’t hesitate to reach out to our support team directly - we’re here to help.

Kind regards,
BetSofa Team

Resposta da BetSofa

22/04/2025

We’re sorry to hear that you feel this way. Please know that identity verification is a standard requirement for all licensed online casinos. It’s in place to protect both our players and our platform from fraud, money laundering, and other risks.

We understand that the process can sometimes feel frustrating, but we assure you it’s never used to delay or avoid payments. Once verification is complete, all valid winnings are paid out promptly.

If you’d like us to review your case in detail, our support team is always available and happy to assist.

Best regards,
Betsofa Team

Resposta da BetSofa

16/04/2025

Please accept our sincere apologies for the frustration and inconvenience you have experienced during the Verification process. The primary focus of our Team is to deliver an effective and efficient resolution.

Let us inform you that the additional documents were requested by the Verification Department only for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.:

“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.”

We want to assure you that it is in our best interest to process your winnings as quickly as possible. We do not intentionally cause delays, and we are committed to resolving this matter at the earliest opportunity.

Thank you for your patience.

Resposta da BetSofa

16/04/2025

We’re sorry to hear about your experience and understand your frustration. Our verification process is in place to ensure the highest level of security and compliance with regulatory requirements. Sometimes, additional checks are needed, which may extend the timeline, but this is never done with the intent to delay or inconvenience our Players.

If you're still experiencing issues, please contact our support team directly - we'll be happy to look into your case and assist you as soon as possible.

Thank you for your understanding.

Resposta da BetSofa

9/07/2024

Thank you for your feedback!

We are truly sorry you feel disappointed with our service. We are always striving to improve and make your stay in our casino as comfortable as possible!

Kindly note that our casino is an organization that has been continuously proving its reliability for 4 years already. It is operated by an official Curacao license which you can freely check and strictly follow its Terms and Conditions.

Kindly note that the information related to your inquiry am request has been previously provided to you by email.

If you have any further concerns or questions, please don't hesitate to contact our customer support team, and we will do our best to assist you.

Best regards,
BetSofa team

Resposta da BetSofa

24/05/2024

Thank you for bringing this to our attention!

We apologize for any inconvenience you may have experienced during the verification process. Please understand that our request for additional documentation is a standard procedure aimed at ensuring the security of our platform, as well as complying with regulatory requirements to prevent fraud, money laundering, and other illegal activities.

Please be aware that as per Clause 5 of our KYC POLICY & MONEY LAUNDERING PREVENTION REQUIREMENTS, Know Your Customer is the procedure according to which we reserve the right to request additional documents, including but not limited to: passport or ID; Proof of Address (such as Passport address page, Utility bill, Bank or Payment institution statement), a selfie with passport or ID, or any other documents deemed necessary by the Betsofa Compliance Department.

We value the safety and security of our players and take these measures seriously. We appreciate your cooperation and patience throughout this process.

Rest assured that we are not interested in not paying rightfully earned winnings, as we operate as a fair and licensed casino under the jurisdiction of Curacao. You can always find additional details about our licensing on our website at any time!

If you have any further concerns or questions, please don't hesitate to contact our customer support team, and we will do our best to assist you.

Resposta da BetSofa

3/10/2023

Thank you for sharing your honest opinion with us!

We would like to remind you that we didn't receive any request from you to turn off notifications, and the only request to close your account was quickly reviewed and satisfied.

However, we are happy to inform you that all e-mail notifications from your account have been turned off and you won't receive any letter.

We regret your bad experience on Betsofa and we always strive to provide the best conditions and experience, here on Betsofa.

Resposta da BetSofa

12/06/2023

Thank you for your feedback!

We regret that you have had such a negative experience with Betsofa.

Let us assure you that we are not interested in not paying you the well-deserved winnings as we are a fair and Curacao-licensed casino.

Additionally, please be aware that the verification process is a standard KYC (Know Your Customer) procedure, which is necessary to ensure the safety of both sides.

KYC 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.

Once the Verification process is done, the Finance department will continue to approve your pending withdrawal requests according to the T&C and limits.

We appreciate your patience and understanding throughout this process!

Best regards,
BetSofa team

Resposta da BetSofa

21/05/2023

Thank you for your feedback!

We regret that you have formed this impression of us.

It is important to note that the verification process is a standard KYC (Know Your Customer) procedure, which is necessary to ensure the safety of both parties.

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.

We understand that the verification process may seem complicated, however, keeping our players and our own safety in mind is very important to us, so we take the KYC procedure very seriously.

As for the time taken to check documents, depending on the workload of the relevant department, the verification of documents may take a little longer.
However, it is our team's goal to speed up the process as much as possible, since we respect your time.

Let us also assure you that we are not interested in not paying the well-deserved winnings as we are a fair and Curacao-licensed casino.
More information about the license can be found at any time on our website!

If you have any further questions, we are available 24/7!

Best regards,
BetSofa team

Resposta da BetSofa

18/02/2023

Thank you for your feedback!

We regret that you have had such a negative experience with Betsofa.

Please be aware that the verification process is a standard KYC (Know Your Customer) procedure, which is necessary to ensure the safety of both sides.

KYC is the procedure according to which we may 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.

In addition, our Customer Support chat is available 24/7, so you are more than welcome to contact us with any questions you have!

Best regards,
BetSofa team

Resposta da BetSofa

30/01/2023

We appreciate your feedback!

We are sorry that you are not satisfied with the deposits methods, however, please pay to the fact that a sufficient number of deposits methods are available for each region. You can choose the one that suits you best!

Also, please pay attention that the speed for processing the deposit can depend on your bank institution and checks from their side.

We would like to draw your attention that CryptoPay may be a good and the most common choice for our Players because of its high processing speed and ease of use.

Thank you for bringing this to our attention and we hope that you will have a better experience with BetSofa in the near future.

If you have any further questions regarding deposits or anything else, please feel free to approach us in the Live Chat 24/7!

Best regards,
BetSofa team

Resposta da BetSofa

Actualizada a 15/01/2023

You may like to know that Betsofa has been operating since 2020 and is a reliable platform. Betsofa proves its reliability with a huge number of positive ratings on platforms such as Trust Pilot, AskGambler, LCB and others, and it is also legally certified by AskGamblers.
Worth mentioning that our casino is legally licensed by Curacao, you can find this information at the bottom of the page.

Please note that Know Your Customer is the ordinary procedure according to which we may request your documents as we take a strict approach to players' safety.
Let me assure you that we have no interest in not paying you your well-deserved winnings!

As far as live chat is concerned, our customer support chat is available to players from all countries around the clock! You can always ask for help and support in our live chat or by emailing - support@betsofa.com.

We would like to inform you that all slots are programmed by the computer with random values, the average indicator which, theoretically, is 97%.

If you are having technical problems using the site, please try to clear the cache and cookies and refresh the page first! However, please, if you encounter any problems or difficulties in the process of using the site, contact our support chat so that we can resolve this issue and help you avoid similar situations in the future.


Best regards,
BetSofa team

Resposta da BetSofa

Actualizada a 3/10/2022

Thank you for your feedback!

We regret that you have had such a negative experience with Betsofa.
Please pay to the fact that a sufficient number of withdrawal methods are available for each region. You can choose the one that suits you best!

In the event that Etoro allows Cryptocurrency acceptance, you can try this method, however, we cannot guarantee its success. As an alternative to Etoro, we may recommend using CryptoPay.

Regarding verification and withdrawal procedure, please pay attention to the terms and conditions section, which states that after submitting all documents for verification procedure, the relevant department will review the documents within 24 hours.

After reviewing and approving all documents, withdrawal time may vary from 2 to 3 hours, but depending on the workload of the Finance Department it may take up to 24 hours.

Please note that we never object to a player withdrawing money; on the contrary, we make sure that the process is quick and convenient.

As well, you might be interested to know that Betsofa has been operating since 2020 and is a trustworthy platform that proves a huge amount of positive ratings on such platforms as Trust Pilot, AskGambler, LCB and owns a legit AskGamblers certificate. Good to know that Betsofa holds a legit Curacao license which you can check by clicking on this link: https://licensing.gaming-curacao.com/validator/?lh=3250be4e4bd5d781ab15c592e1bdcbe8&rlh=328b2d84ffd83862352a256613c3a5b1

Furthermore, please note that we don't "erase" funds as you mentioned. Betsofa reserves the right to refuse, restrict, cancel or limit any bet that was placed with incorrect odds (out of sync with the general market and/or erroneous), or to re-adjust such bets at its own discretion, in accordance with correct odds. The odds will be considered incorrect (out of sync with the general market and/or erroneous), if they correspond to at least one of the following criteria:

- the odds simultaneously create an arbitrage situation with other odds offered by Betsofa or other bookmakers worldwide;
- the odds were given incorrect due to the technical reasons and clearly do not correspond to the probability of the outcome of the event/market at the time the bet was placed;
- the odds were offered on an outcome when the result was already known.
- the odds have frozen or have not been updated in the system;
- the odds do not reflect the current time and/or score in the event.

Do not hesitate to contact us according to the query via live chat or email - support@betsofa.com!

Thank you for bringing this to our attention and we hope that you will have a better experience with BetSofa in the near future.

Best regards,
BetSofa team