BetFury Casino - El retiro del jugador está bloqueado.

I registered and played at this casino.

I tried to withdraw money but it was blocked.

I didn't violate any rules at all

I was told I have multiple accounts

I don't understand what is being said when I first register.

When I looked at the complaints, I found similar complaints.

I submitted it because someone else had solved it.

こちらのカジノで登録して遊んでいたのですが、

出金をしようとしたらブロックされてしまいました。

規約違反なんかは全くしていなく

複数アカウントの所持と言われたのですが

初めての登録で何を言われてるのかわかりません

クレームを見たら同じようなクレームで

解決してる人がいたので提出させてもらいました

Hello,

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 that I can fully understand the situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Is it possible that your family or someone using the same IP address has created an account at this casino?

No one else has created an account

Please let me know if you have passed the KYC verification.

I didn't do KYC because I wasn't asked to do anything.

Have you accumulated winnings with or without an active bonus?

Receive a bonus and win a prize

My wagering requirements were met and then my money was forfeited.

What types of games did you play? Slots, live casino games or sports betting?

I played the slots.

あなたの家族や同じ IP アドレスを使用している誰かがこのカジノにアカウントを作成している可能性はありますか?

他にアカウント作成してる人はいないです

KYC 認証に合格したかどうかを教えてください。

kycは何も要求されなかったのでしてないです

有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

ボーナスをもらってその部分で賞金獲得して

賭け条件をクリアしてから没収されました。

どんな種類のゲームをプレイしましたか？スロット、ライブカジノゲーム、それともスポーツベッティングでしょうか？

スロットで遊びました。

Please forward me all the communication between you and the casino customer support regarding the forfeiture of your winnings at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant for the investigation of your complaint as well. Thank you for your cooperation.

The conversation was sent

やり取りを送信しました

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

Hello!

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.

Dear BetFury Casino, 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!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

We are still trying to reach out to the casino, therefore, I am extending the timer for 7 more days.

Hello,

The user’s account was restricted due to a connection with User98**72, identified through technical data, as both accounts accessed from the same device. Account User360**21 was created with the purpose of claiming the Welcome Pack, which is a violation of clauses 4.1.9 and 5.4 of the BetFury Terms & Conditions regarding multi-account creation.

Additionally, the user’s activity overlapped by IP with User999**55 and User790**40. These accounts successfully passed KYC and had already activated the bonus on their cabinets.

In accordance with our policies, the user was allowed to withdraw the last deposit. However, the bonus claim cannot be paid out, as the bonuses have already been activated on other accounts. The balance can only be rolled back to the last deposit amount (~900 USD) with full KYC completion.

Best regards,

BetFury Team

Dear BetFury Casino, could you, please, send evidence to my e-mail: pavel.k@casino.guru?

Hello, the email with all the details was sent to you.

Dear kukuru189, unfortunately, the casino has sent us the evidence that support the fact that you had multiple accounts in the casino. We consider such activity to be unfair, therefore, I must reject your complaint.