BetFury Casino - El jugador cree que el reintegro se ha retrasado.

Although I did not commit any fraudulent acts, my account was frozen and my withdrawals were refused.

不正行為を行なっていないのに不正行為を行なったとされて凍結され、出金拒否をされました。

Dear shike8,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear shike8, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have they specified the exact reason why your account was frozen, or are they just referring to a general rule in the terms and conditions?

Do I understand correctly that they confiscated all your winnings, and does that mean you’ll never be able to access your account again?

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

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

My account is frozen and I can't even log in.

They said they would ask for KYC authentication if necessary, but my account was frozen before that could happen.

No bonuses are used.

口座は凍結されていてログインすらできません。

KYC認証は必要であればお願いすると言うことだったのですが、その前に口座が凍結されました。

ボーナスは利用していません。

Dear shike8, did you play casino games or bet on sports?

I traded futures and played casino games.

先物取引やカジノゲームをプレイしました。

Dear shike8, could you please let me know whether the casino has contacted you since then regarding KYC verification or any other matter?

So far, I have not received any communication from you containing your email or chat history with the casino. To proceed further with your complaint, it would be very helpful if you could forward your correspondence with the casino to my email at dominika.l@casino.guru or post screenshots of your communication here.

This is the only email.

I can't even log in after this.

メールはこの一通のみです。

これ以降ログインすらできません。

Dear shike8, did you ever submit any personal identification documents (e.g., ID, utility bill, proof of payment method) to the casino?

Have you only used payment methods that are registered in your name?

Do you have any screenshots or copies of your communication (emails or chat messages) with the casino before your account was frozen?

I have not submitted any documents to the casino, they said in chat that they would provide them if necessary.

I can't log in so there is no chat history.

カジノに提出した書類はありません。チャットでは必要であれば提出してもらうと言われました。

ログインできないためチャットの履歴はありません。

Thank you very much, shike8, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, shike8!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

What is the current situation?

I'd like to know the progress.

現在どうなっていますか？

進捗を知りたいです。

Hi, there has been no response from the casino so far.

thank you.

Please continue.

ありがとうございます。

引き続きお願いします。

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, shike8,

Your account was blocked due to the use of bot programs or scripts in Futures, which is a violation of clause 20.3 of the Terms, as well as Section 2 of the Futures Terms. The blocking was carried out in accordance with clause 5 of the Futures Terms and clause 20.3 of the general Terms.

If you do not agree with this decision and claim that you did not use any bots or multiple accounts, you can submit a full explanation of your activity to our Risk team via the official Risk email: risk@betfury.com

Additionally, to proceed with a full KYC verification and the review of your case, you will need to provide the following:

• A photo of your identification document and a photo of you holding the document.
• A utility bill (proof of address).
• Screenshots of all deposits made from your exchange accounts.
• Screenshots showing the verification status of your exchange accounts used for deposits.

Please note that if you successfully pass the full KYC and provide a clear explanation of your activity, your account can remain active, but Futures access will be permanently disabled. You will receive full instructions by email if you are ready to proceed with this process.

BetFury Team

BetFury Team, thank you for the explanation!

Please, clarify, if player passes KYC procedure, would their winnings (the disputed amount of this complaint) be confiscated?

Hi there,

Thank you for reaching out.

No, the winnings will not be confiscated if the user passes KYC and provides a valid explanation of how they could place such bets manually. In that case, the winnings will be returned.

However, please note that the use of futures will be disabled for this account, and access to this category will be permanently restricted.

If you have any further questions, feel free to ask.

Best regards,

The BetFury Team

Thank you!

shike8, please, let us know as soon as you will pas the KYC successfully!

Dear shike8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru