BetFury Casino - La cuenta del jugador ha sido cerrada.

I registered at the end of September and made my first deposit, and while playing slots with the cash portion, I was able to win about $6,000.

So I applied to withdraw the money.

I received an email saying my account was blocked for playing on multiple accounts.

It was my first time registering, and I hadn't even verified my identity or filled out my profile, so I was told that playing with multiple accounts would be blocked.

They didn't listen to anything I had to say and blocked me.

This is pointless, so please excuse me.

9月の末日に登録して初回の入金でキャッシュの部分でスロットを遊んでいて6000ドル程勝利する事ができました。

そこで出金しようと思い申請したんですが

複数のアカウントのプレイでアカウントをブロックとメールが届きました。

登録も初めてで本人確認やプロフィールの記入もない中で複数のアカウントのプレイはブロックと言われました。

こちらの話なんて何も聞き入れられずブロックされました。

話にならないんでお願いします。

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you used a shared device when playing at this casino, please?
• 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, 

Katarina

Dear tajitajiyu22,

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.

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

I was using a VPN for security reasons, so I'm not sure if my IP address overlapped even though it was my first time registering.

This was my first time registering.

Did you use a shared device when playing at this casino?

Although it is a used item, I use it for personal use and have definitely never shared it.

Have you accumulated winnings with or without an active bonus?

I won the funds in cash so I didn't use the bonus.

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?

セキュリティ面を考えてvpnを使用していたので初めての登録なのにIPが被ったのかわからないですが

私自身は初めての登録でした。

このカジノでプレイする際に共有デバイスを使用しましたか?

中古品ではありますが私が、私用で使っているものなので共有した事は確実にありません。

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?

資金はキャッシュで当たったのでボーナスは使用していません。

Dear tajitajiyu22,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Email submitted

メールを提出しました

Dear tajitajiyu22

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello tajitajiyu22, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BetFury Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I have sent further messages to the all available contacts at BetFury Casino, hopefully we will hear from them shortly.

Hello tajitajiyu22!

We are truly sorry to hear about the situation you encountered. At BetFury, we take fairness and player safety very seriously, and our team works hard to ensure that every user receives the best and most transparent gaming experience.

To help us resolve your issue as quickly as possible, we kindly ask you to send an email to our official support address with your BetFury username. This is required strictly for security purposes and so that we can carefully investigate the circumstances of your case.

Once we receive your details, our team will thoroughly review the situation, identify what caused the problem, and do everything we can to assist you and find the correct solution.

Thank you for bringing this to our attention - we’re here to help and will make sure your case is properly handled.

We've identified violations of sections 4.1.9 and 5.4 of our Terms and Conditions. The user was engaged in multi-account activity to manipulate platform bonuses.

If the user does not agree with this decision, they may complete full KYC verification on the platform, including confirmation of all deposits. If all information is valid and accurately verified, we will review the case again.

The user can also contact our Risk department directly by email risk@betfury.com to ask any additional questions.

I was blocked, how do I authenticate?

I'll authenticate it

ブロックされたんですが、認証はどのように行えばいいですか？

認証ならさせてもらいます

Dear tajitajiyu22, you can try to contact the Risk department at risk@betfury.com, as advised by the casino affiliate in the message above.

Dear BetFury Casino, can you please e-mail me evidence of multiple accounting at matej.l@casino,guru please? No sensitive information will be shared, I just need the proof to be able to continue. Thank you.

Hello Matej,

All necessary data has been sent to your email. We're waiting for a review of the situation and feedback. Thank you.

Dear BetFury Casino, thank you very much for the response. I have replied, and hope to hear from you soon. :)

Dear tajitajiyu22, the casino is willing to reconsider their stance if you agree to do the KYC verification process. Right now, we are waiting to see how is the KYC process to be conducted. The casino may respond here directly with details, or once I hear back I will post a message myself, to keep you up to date with the current development.

Hello Matej,

When you have a moment, could you please review the email we’ve sent from pr@betfury.io? It includes all the details and supporting information regarding this case.

Thank you very much in advance.

I have responded to the BetFury Casino's message. Once we establish the next best steps towards the resolution of this complaint, I will post an update here.

Hello tajitajiyu22, from my understanding, you have successfully passed the KYC verification, and the casino is now waiting for you to provide couple more information to be able to re-evaluate the case. Please, let us know once the information is provided. Thank you.

Dear tajitajiyu22,

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.

I'm currently interacting

今やりとりしています

As enough time has passed, I would like to ask BetFury Casino if the KYC procedure has been successful, or what are the next steps. Thank you.

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 Matej,

This case was reviewed entirely. The user provided full KYC. His account was unblocked, and all funds were returned.

Thank you for your help and cooperation.

This is fantastic news, BetFury Casino, thank you very much for the confirmation! :)

Dear tajitajiyu22, can you please confirm if everything is OK and you are satisfied with this outcome? Alternatively if you have any questions or something still needs to be addressed, please let us know through this thread or e-mail. Thank you.

thank you.

ありがとうございます。

Dear tajitajiyu22,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the BetFury Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru