HomeComplaintsBetFury Casino - Player has been accused of opening multiple accounts.

BetFury Casino - Player has been accused of opening multiple accounts.

Amount: €600

BetFury Casino
Safety Index:Very high
Submitted: 18 Feb 2023 | Case closed : 22 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy has been accused of opening multiple accounts. The casino informed us that the player had another account in the casino before, which has been self-excluded permanently. The player created a new account and collected some winnings, but other circumstances remain unclear. The complaint was rejected because the player did not respond to our messages and questions.

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1 year ago
Translation

I was banned from my account without being able to log in and my money confiscated.

the casino claims i was using 2.

It's not absolutely true

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1 year ago

Dear Ilcondor3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you completed the account verification in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

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1 year ago
Translation

Player's additional comments:


"Good evening!

Thank you for the reply!

None of my family members have opened accounts with this casino.

When I was playing, a deposit bonus was automatically activated which I promptly canceled as I was not interested in the offer.

The only doubt I have about it is that both on my computer and on my phone, I was logged into the account and the administrators thought I had a double account, but in reality I was only online on 2 different devices.

This is because the home Wi-Fi line sometimes doesn't work and in order not to lose the odds I was also connected with the phone.

I hope I have provided useful information to the complaint Looking forward to good news Best regards"


Edited by a Casino Guru admin
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1 year ago

Thank you, Ilcondor3, for your reply. Could you please advise if your account was successfully verified in the past?

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1 year ago
Translation

I don't have any verification email

but I had already made several withdrawals on this platform.

the first withdrawal took more than a week to arrive because they had to do some checks

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1 year ago

Thank you very much, Ilcondor3, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

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1 year ago
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A thousand thanks ! I wish you a good day!


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1 year ago
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Do you know how long it can take to unlock my account?

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1 year ago
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Hello, is there any news?

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1 year ago
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Good evening !

May I know if the casino will give me back access to my account?


Thank you

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1 year ago

Dear, Casino Guru


We analyzed the situation you described. 


This player`s account has been banned for violating our platform`s Terms and Conditions.


First of all, we need to say, that this user uses a self-exclusion option on 2022/09/20 in his account which was registered on the email dell********@gmail.com.


After that, he registered a new account on marc********@gmail.com (USER 576****&). 


All these accounts have the same withdrawal wallet.


Article 4.1.9. of our Terms said, that creating multiple accounts for the purpose of collusion, fraud, Service abuse, and/or any kind of Service manipulation is prohibited and may result in account closure.


Article 5.4 of our Terms said, that You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons, and/or third parties operating on your behalf.


This user has more than one account.


By using the account (576******), the user violated our rules and abused the bonus account.


Clause 17 of Welcome Bonus Terms and conditions said, that the user can use the Bonus balance only in selected casino games. There are available games for wagering with the Bonus balance in the All games tab in the "Bonus Wagering" category. The Bonus balance is not available for Sports Betting, Live & Table Games, Special Games, and some Slots, as well as for the Bonus functionality in the chat: Coindrop, Tips, and Rain.


Clause 12 of Promo Packs Terms & Conditions said, that It is forbidden to use the Bonus balance to cheat the reward system. These actions will be considered fraudulent.

Clause 13 of Promo Packs Terms & Conditions said, that betfury.io reserves the right to suspend, withdraw or cancel any payouts or winnings associated with Bonus funds in case of suspected abuse of bonus offers.

Clause 7 of Promo Packs Terms & Conditions said, by activating the Bonus for the casino, you agree that the funds you have deposited to the balance will be used to redeem the given bonus fully or until it is canceled.


Ignoring the above provisions, the user used the received bonus contrary to the order of playing back the bonus. Clause 7 clearly establishes that the deposit made, and bonus received in the casino must be used exclusively in the casino. Having made a deposit, the user used it for betting on sports, and only part of the bonus opened for this deposit was used in the casino.


Such actions are a violation of the procedure for using bonuses. In addition, as written above, the user uses several accounts, which is prohibited by our Terms.


That`s why account 576****** which a registered on mar********@gmail.com had blocked.


Thank you. 


Have a nice day.

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1 year ago
Translation

But this account was closed ! I requested closure! And they didn't

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1 year ago

Greetings all,

Thank you, BetFury Casino Team, for your reply and the detailed explanation.


Dear Ilcondor3,

Allow me to ask you a few more questions to clarify the situation.

Is it correct that this is your second account registered with BetFury Casino? What account should have been closed and why? And, what account has not been closed as you claimed? Can you explain it in more detail regarding both accounts?

You mentioned that your account has been banned in your first post, now you are claiming that you asked the casino to close your account, and it has not been done. The casino claimed that the first account was self-excluded, and it is clear that the second account has been closed due to a violation of the terms and conditions.

Did you submit this complaint with the correct email address and casino account?

Can you please confirm you contacted me on Friday (February 24, 2023) from the email address that is connected with your first created account in the BetFury Casino? What was the intention of creating another account?

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1 year ago
Translation

I'll explain the dynamics!

the first time I registered and then I decided not to play anymore doing permanent self-exclusion to close the account because I was playing too much!

later i opened another account to be able to play again ! Of course I had already asked to remove the self-exclusion on the old account but was told it wasn't possible!

so the only way to play at betfury again was to create a new account !

I have not attempted to deceive the site in any way the self-excluded account is de**********rco74@gmail.com! I could not operate with this account!

Edited by a Casino Guru admin
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1 year ago
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I don't understand why they decided to close my account right after I won ... in the past months they let me play and lose peacefully ... I just want them to understand that I had no intention of cheating and to be able to access my account to continue playing on betfury…


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1 year ago

Dear Ilcondor3,

Since the moment you requested the self-exclusion on your first account and the casino accepted your request (closed account), you were not allowed to create a new account in the casino. Creating the new account in these circumstances means the casino's terms and conditions were breached. As we already know, at least your email address was altered to bypass system restrictions.

What personal details did you fill in upon registration of the second account, please? Did you also change other personal information or use the same personal information and just use a different email address? I am mainly asking for your name, surname, and date of birth.

What bonus(es) did you use on your second account? And what bonuses did you use on your first account? Did you use a bonus on your second account that was already used on the first account?

After the mentioned big win, did you request a withdrawal? If yes, the possible answer to your question is that the casino is not obliged to perform a verification earlier than after a withdrawal request or a withdrawal request of a higher amount. It means the casino likely did not know you had another self-excluded account in the casino until it started the review and KYC after requesting the withdrawal.

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1 year ago

Dear Ilcondor3,

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

Edited by a Casino Guru admin
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1 year ago

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, BetFury Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru

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