BetFury Casino - Player’s account was blocked.

Hi sir

I have account in betfury named k****@gmail.com

I deposited 25$ and won till it become 31$, after i put to withdrawal they blocked my account blaming me to be a multiple account, i accept i made multiple account sir but they have no rights to keep the money i own they should refund me, i was not aware of their multiple account terms and conditions , please help me to get back my deposited money sir

Dear kabcd42,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the vast majority of casinos have rules that prohibit the opening of multiple accounts in the casino. It is to prevent players to abuse promotional offers the casino might offer to players.

Could you advise how many accounts you previously opened in the casino? Have you completed the account verification for any of your previous accounts? Have you claimed any bonuses in accounts you previously opened for this casino?

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

I have opened 3 accounts at casino because I'm unaware of their terms.

I have not completed account verification of any of these.

I have claimed no bonuses in any of the accounts i created, i played from main Balance only

Help me to recover my money from betfury

Dear kabcd42, thanks for your reply.

Could you explain why you opened multiple accounts instead of playing with your original account in the casino?

Hello sir

I forgot the password of the account that's the reason i opened new account and play because it's easy to create account in betfury than to recover the password , i playing it from two months and sometimes i forgot the password so i created new account to play in it. I trusted them with my money but they withold my deposited money 😔

kabcd42,

Could you advise which games did you play in the casino (slots, live games, multiplayer)? Is there any relevant communication between you and the casino you might share with us? Please forward it to tomas@casino.guru

I forwarded the answer on your email sir

Thanks for your message.

According to the email you received from the casino, you received deposit bonuses on these multiple accounts.

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

Are you sure you didn't receive any welcome deposit bonuses in the casino on these multiple accounts?

I am sure sir i have not played by any bonuses i only play with mine money only and I'm sure i have not received any amount as deposit bonuses

Thank you very much, kabcd42, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, kabcd42,

From now on, I will assist you with your issue.

I checked the casino's website and a way of recovering/resetting a password a while ago. Therefore, before I invite the casino to this thread, I would like to ask you a question.

Can you please explain how you can consider the new registration process easier than just clicking "Forgot your password" and generating a new one using your original email?

Dear kabcd42,

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.

You can see in the website sir for registration it's only filling email and password and it's ready to go to play , but in recovering password i forgot too which email i used , and it's required to hit and trial which email i used that's why it's easy to create account and play , you can check this sir , just fill email and password and account get created without any verification

Dear kabcd42,

However, it is not possible to create an account without accepting the casino's Terms and Conditions, and you are obliged to read them prior to registration. You accepted them.

You claimed that you created 3 accounts in the casino, and in the email from the casino, it is stated that you allegedly abused the casino's bonus offers. Did you use the same welcome bonus or another type of deposit bonus in more than 1 of your accounts, please? If yes, which bonus(es)?

Please note that once I invite the casino to this thread, and ask the casino representative to provide me with the evidence, we will likely find it out anyway.

I already told u sir i have not used any of the bonuses, betfury is wrongly blaming me of using their bonuses truth i i never used any bonuses from them

Alright, kabcd42. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BetFury Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetFury Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? Why have his winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Greetings,

Based on the fact there was no reminder sent to the casino and its representative outside of the complaint after the automatic response generated by the system (the previous post added by me), I am extending the timer one more time, until Friday.

The reminder will be sent in a while. Therefore, I would still like to wait for the casino's statement. However, if I do not receive any response from the casino before the current timer expires, the complaint will be closed as stated above.

Thank you for your understanding, and I sincerely hope the casino will contact me shortly.

Dear, Borislav

We analyzed the situation you described. 

This player's account has been banned for violating our site's terms and conditions by using multiple accounts. 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 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 player has more than two accounts. In communication with our support manager, he said that he has multiple accounts. One is s******@gmail.com. Other is k******@gmail.com

Account s******@gmail.com has been registered earlier. The information that the user could not reset the password does not correspond to the truth, because on 27.11 he reset the password on this account. The last login to the account was dated 12/10. The user contacted the support department with a request to block his account on 12/12/2022.

Account k******@gmail.com has been registered 09/12 and was blocked due to a violation of clauses 4.1.9 and 5.4. of our Terms.

In communication with the player, he was informed that his account was blocked because he violated the rules. The account created later and not selected as the main account by the player was blocked.

Thank you. 

Have a nice day.

why seized my money?

Just give my money back , you can't keep the money owned by me , just return my money

Dear BetFury Casino team,

Thank you for your detailed explanation.

Allow me to please ask you a few questions.

Were the player's winnings obtained with a bonus? If yes, with what bonus(es)?

Although the mentioned rules state only 1 account is allowed per player, it is usually applied against bonus abusers, and it should protect the casino against different kinds of fraud, collusion, etc.

If he did not use any bonus, what (unfair) advantage did he gain by playing like this? What types of games did he play, and what types of games did he play most? Did he play any games with more than 1 account at the same time? Can you please provide me with the information on how he abused/manipulated the casino's system in his favour?

Feel free to send me the answers to my email (branislav.b@casino.guru).

Dear Casino Guru team,

As we earlier said, our Terms prohibit having multiple accounts. We have the right to set rules on our platform. All players who want to use the platform are governed by these Terms.

But, despite the gross violation of our rules, we contacted the player and allowed him to leave only one account with mandatory ID verification. The player has now been fully verified, and as the player himself states, he no longer has any complaints against BetFury.

Hopefully the player will confirm this with a comment below.

Thanks for your assistance.

Have a nice day!

Hello casino guru

My problem is solved

Thank u so much casino guru for solving my problem.

What great news!

Thank you, kabcd42, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, BetFury Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru