BetFury Casino - Player's account has been closed after winning.

Hello , I got blocked from login in after 2 weeks. At first when I registered for a acc in betfury , I think I registered through gmail just for a quick glance and understanding of the site. Later on when I saw that they have the telegram mini app which I decided to give it a try hence I login through their telegram single sign on, which there was no issue till few days later I got blocked hence I contacted their support. After explaining and checking with their support named Emily, she helped me resolve and opened back my account which I then proceed to make a first deposit of USDT20 and claimed their FS offer. Time passed and I played for quite abit and eventually I reached the extend of winning USDT1000 which I have not made any withdrawals and continue playing around with their funfurry token. Today when I wanted to login it prompted that I got blocked hence I went and check with their support and initially they told me it was due to multiple attempt of login which then later on they say I have violated the rules of multiple acc which honestly I only have the email and telegram , which I have even checked the first time when I logged in and that particular email is bind to my telegram . And now they block me and ask me to only withdraw my USDT20 initial deposit which I don’t think it’s fair for me ! Why bother opening my acc at the first place and let me deposit and play for 2 weeks to only block me again when I have winnings ?

Dear joowashere,

Thank you very much for submitting this complaint. I'm sorry to hear about your situation, and I’d like to ask a few questions to better understand the details.

Did you inform customer support that you already had an active account registered through Gmail when your Telegram account was blocked? Additionally, could you clarify the reason why your account was initially blocked, and how the casino's customer care agent assisted in unblocking it?

Could you confirm if you used both accounts simultaneously, and if so, did you apply any bonuses on both accounts?

To help us investigate further, please forward all relevant communication between you and the casino’s customer support team to veronika.l@casino.guru.

I hope we’ll be able to assist you in resolving this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronika,

1. i wasn’t sure at first if I used my Gmail to register as their platform provides the single sign on registration for convenience because it was my colleague at work that started trying out their platform and then later on refer to me to give it a try. So I just went to their site to look around and then sometime later when I noticed they have the telegram mini app, there is when I started to took interest in playing which then I registered using my telegram with their single sign on feature as well. Later on before I was able to make my first deposit, my account got blocked and so I contacted their customer service and it was Emily who assisted me in my case. She then mentioned that I got blocked due to multiple acc and I have explained the situation to her and later on she informed me that my account has been unblock and then I proceeded with my first deposit.
2. No, I only used 1 account to deposit and play for the first time in their site which is the telegram account and I only claimed 1 of their offer which is the free spin offer that they offered.
3. I have forwarded the initial chat transcript that I managed to get my account unblocked.

thank you

Thank you for your reply.

Just to clarify: When you created your first BetFury account at work, did you claim any free bonuses (like free spins) and play, or did you simply browse the website without placing any bets and never return to the account?

Also, am I correct in understanding that the support agent has now unblocked the second account you created, the one linked with your Telegram login?

Hello Veronika,

1. Honestly I couldn’t recall, I think I did claimed the free spin for new register, but I dint utilize it.
2. the support unblocked my acc the first time when I am trying to make my first deposit, after the unblock I proceeded to make a deposit. On my first deposit, I claimed the free spin offer and won like around USDT10+ from it if not mistaken but it requires me to achieve x40 wagering before I can turn it into my real money, which I eventually did cause I was quite lucky to have won money from the slot game "Green Chili 2" I played for quite abit and eventually won like around USDT800+ and I dint make any withdrawals from it yet and left it in the account for quite afew days, then I wanted to continue playing abit and won till USDT1000+ and I just left it in the acc and stopped. The next day when I head back to work and decided to login to play abit more before withdrawing, I was blocked and I contacted the support to only know that I have been permanently blocked.

Thank you very much, joowashere, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 joowashere,

I'm Michal, and I have taken over your complaint. After thoroughly reviewing the details of your case, it appears that there may have been mistakes on both your part and that of the casino.

To begin with, it is a fundamental rule in all casinos that each player is permitted to maintain only one account. Therefore, from a strictly technical standpoint, there has been a breach of this rule. However, if the casino support permitted you to utilize one of your accounts and you subsequently won in a fair manner, it seems not fair to retroactively cite previous violations as a basis for withholding your current winnings.

I will contact the casino to see if I can help. We would like to invite BetFury Casino to join the conversation.

Dear BetFury Casino,

Could you kindly elaborate on the reasoning behind the retrospective accusation against the player for opening multiple accounts, especially considering that your support team was already aware of this situation and subsequently allowed the player to continue playing? While I acknowledge the existence of rules 4.1.9, 5.4, and 5.13 in your terms and conditions, it seems somewhat unjust to retroactively hold the player accountable for a breach when they were permitted to participate in the games. This has inadvertently placed the player in a position where they could only face negative consequences. I would appreciate your clarification on this matter.

If there are additional factors influencing your decision that cannot be disclosed publicly, please feel free to send any relevant information or evidence to me at michal.k@casino.guru.

Hello,

The user’s account was indeed blocked due to technical data matches, including device information and deposit address, which raised flags in our anti-fraud system. However, the user has contacted the Risk Department and is currently providing additional information for the team. The case will be reviewed again in detail.

Thank you for your understanding.

Thank you for your reply, BetFury team. I remain hopeful that a satisfactory resolution can be achieved for everyone concerned. I look forward to your update.

Greetings,

We want to inform you that the user's account has been successfully unblocked, and all restrictions have been lifted. The user has full access to all the features and services of our platform.

We're always here to help if the user requires additional assistance.

Hi there casino guru team ,

apologies for the late revert. I have managed to get in touch with BetFury risk department and have clarified and resolved the issue that had happened , I apologize as well that it may have abit of wrong statement that I have given here, but all good now as BetFury have resolved my issue. Thanks BetFury team for their professionalism

Dear joowashere,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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, 

Michal  

Casino.Guru