The player from Mexico had reported that betting and withdrawals on his account were blocked due to a fraud review. The player disagreed with this action and was deeply concerned about losing his money. He admitted to creating a secondary account by mistake but insisted it was never used. The casino responded, stating the player's account had been flagged for potential abuse of their bonus program, but after a thorough review, they didn't find any intentional abuse. The casino agreed to remove all restrictions once the player responded. The player acknowledged the situation and apologized, requesting the restrictions to be lifted. The player later confirmed that his account had been unblocked for betting and withdrawals. The complaint was considered resolved by the Complaints Team.
BetFury Casino - Player's casino account is under fraud review and blocked.
Amount: Mex$22,300
BetFury Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
Hello, the betting and withdrawals on my account have been blocked. I've written to support and they've told me that my account is under fraud review. However, I only use one account and I've always played fairly without attempting any form of cheating. They've told me that it could take up to 7 days before I receive a response. This seems unfair because I urgently need my money back and I'm fearful that my deposits might be stolen.
I'm really suffering 😩
Could someone please give me some advice?
Dear h0ry79,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
Could you kindly specify what types of games you played? Were it slots, live casino games, or did you participate in sports betting?
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Thanks for taking the time to respond!!
I have not performed the KYC verification.
If you have made several withdrawals and deposits.
I mainly played Crash and Dice, original Betfury games, as well as monopoly live and Big Baller.
No one has created additional accounts, except that about two weeks ago I created an account by mistake when using the new official Betfury Bot on Telegram, however I have not used the account for ABSOLUTELY NOTHING and I have requested live chat support to ignore said account (I never used it, not even once, in any bet) and managed to open my main account in the Telegram bot.
Awaiting your response ☺️
Thank you very much for the help ⛑️ 🆘!!
I didn't know about KYC verification.
Would it be good to do it now or better to wait?
This time I made deposits of larger amounts than I did regularly since I trust the casino's security.
Regarding the creation of the other account in the bot, it was due to an error in the bot itself, since initially it did not allow me to log in with my account and I have the screenshot of the error that it marked, which I showed to live support via chat, they told me that it will delete the cache of the Telegram app, I tried again and successfully logged into my account, I repeat that as soon as the other account was created, I reported it to support, I gave them both accounts so that they would be To the. I never bet I didn't use it for absolutely anything and I never tried to open it again.
The email they sent me only says:
Hello! Your account is under security/anti-fraud check.
Thank you for your patience. Best regards, BetFury support team.
This worries me since I don't have money at the moment and they don't tell me the actual waiting time 😩
Dear Casino Guru and User ******
Anti-fraud check procedure is a standard process and usually does not take much time.
This user was sent for the check on 28.03.2024 as the anti-fraud metrics indicated that the user may have abused our bonus program.
After a thorough analysis of the account, it was found that some bets have been made to abuse the bonus program. But after analyzing all game activity, we did not find any direct intent in the user's game pattern of abusing such bets.
User was informed about to refrain from such activity so that it did not entail negative consequences.
Right after the user responds, all restrictions will be removed from the account, and other measures except for the warning to the user will not be applied.
BetFury is loyal to users and makes the most fair decisions. And if there is no violation of the rules in the actions of the user, the user has nothing to worry about.
Best regards, BetFury casino.
I am aware at this time of the reason.
It won't happen again.
I apologize for the inconvenience caused.
Please I hope access to bets and withdrawals from my account is unlocked.
Thanks for answering.
I thank all Guru and Betfury for responding.
My account was unblocked from betting and withdrawals.
😃👍
Thank you, dear BetFury Casino representative, for getting in touch with us and explaining the situation in more detail.
Dear h0ry79, I'm glad to hear that your account is now unblocked. Can we consider the issue resolved and close this complaint? Kindly let me know.
