BetFury Casino - Player's account blocked due to alleged 'multi-accounting abuse'.

I recently attempted to withdraw approximately $330 from BetFury in USDT. A few hours after this, my account was blocked.

The notice provided to me via email states it was for multi-accounting abuse. This is a surprise given I only have one account.

I reached out to their support live chat for clarification of the alleged abuse (transcript provided). Support was kindly able to advise it related to "bonus cabinet abuse" but otherwise would not provide more information. I am unsure which bonus is concerned. Bonuses that I recall using are the Fury Wheel, Cashback, BetFury Boxes, and most recently promo codes for deposit bonuses. I am assuming the allegations relate to the promo codes for deposit bonuses given they are the largest and most recent.

I used 3 promo codes provided to me via email newsletter in the last several days. These are the bonuses (all with a x35 wager requirement):

1. Deposit 20 USD, receive 100 spins at bet value 0.20 

2. Deposit 40 USD, receive 100 spins at bet value 0.40

3. Deposit 100 USD, receive 100 spins at bet value 1.00

I completed 3 deposits for each bonus in USDT and played all bonus spins in the required slots game. I received a bonus balance of around $170. In the last few days I completed wagering requirements for bonuses 1 and 2 from in-house games and slots with one slots game being the main contributor. Wagers were done only from the main balance.

I requested a withdrawal of my main balance of around $330, forfeiting remaining bonus balance from bonus 3. I checked my account over the next couple of hours until I suddenly found I was unable to login and there was an email stating my account was blocked for multi-accounting abuse.

I maintain that I have actively held and used only one account. To the best of my knowledge, no one in my household has an account, and I have not knowingly used a proxy or VPN to access the service. The deposits for the bonuses, wagering and attempted withdrawal were all done from the same device on the same network in a timespan over the last few days.

My account was made in 2020. I have made deposits and withdrawals in recent months without issue. I have used the Fury Wheel, Cashback, and BetFury Boxes throughout the time I've had the account but have not used deposit bonuses before this.

I genuinely believe that some mistake or technological issue has occurred because I do not have more than one account. I am hoping that BetFury can provide evidence of the allegations to Casino.guru so that it can be reviewed independently.

Hello Dunkin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetFury Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did the casino provide any evidence of account multiplicity? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for replying.

I do not recall when or if my account was fully verified. In my conversation with live chat support, I requested if evidence could be provided to me of the allegations but they said they couldn't do that due to what I understood as security reasons. This conversation was within the last 24 hours.

It does not look like I have attached that chat transcript or any other documentation to this complaint. May I have an email to send those to?

Dear Guru casino 

We have reviewed the user's complaint about account blocking. Our risk department had suspicions about the use of one payment address with several users.

If the user has an explanation for this and the user did not violate our rules, we are ready to consider his case again.

We ask the user to contact risk@betfury.io to review the case again.

Please note that this user has not contacted us before.

Hello BetFury,

Thank you very much for responding here and providing this information.

Regarding contacting you before, I had in fact reached out via live chat support, hence I was told it related to 'bonus cabinet abuse'. From the conversation I had with the support representative, it seemed clear to me that I could not receive specific information regarding why my account was blocked or have a review of it. It is why I went to Casino.guru.

However, I am not faulting the support representative for being unable to provide further information as I believe they were just doing their job. I appreciate that you have provided more information here.

I'd be glad to clear up any suspicions and will reach out to the email provided to try and resolve this matter.

Thank you again for your response.

Hello Nick,

I can confirm that my account has been reinstated after contacting BetFury's risk department.

Deposits into my account were from an exchange and the wallets had unfortunately not been detected as exchange hot wallets hence the 'use of one payment address with several users' mentioned above by BetFury.

I appreciate Casino Guru's help in resolving this matter, as lodging this complaint ultimately led to a preferable outcome after I deemed I was unable to progress. I also appreciate that BetFury took the initiative to respond with information to this matter without having been invited to do so yet.

This matter can now be considered resolved.

Dear Dunkin,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru