BetFury Casino - Player's winnings are confiscated due to alleged rule violation.

Hello.

In the beginning of February I registered at BetFury casino, mainly because it has very high 9.8/10 index at guru.

My first deposit I made later, on Feb14, 2024.

My first deposited consisted of two parts: 1,999 TRX (Tron cryptocurrency) and after seeing that everything went smooth I deposited 17,999 TRX more. That was approximately 2500 USDT in total given exchange rates at the moment.

Then I proceeded to play there for 7 days straight, live blackjack only. I became quite lucky to win $10 598,55 (again, this is a little bit of approximation because exchange rate is moving but this number was taken from provider’s data who counts turnover and wins/losses in fiat USD). Also I received 108USDT of bonuses but never used and never tried to withdraw them.

Twice I made successful withdrawals, Feb16 and Feb18, both times for 18,000 TRX. There were no problems with these two withdrawals.

On Feb20 I won $3 478,25 and my total funds at the casino reached $8,642.82. I requested a withdrawal of about $6,000 in TRX and it became pending.

Only then casino requested for my verification. I provided my ID and proof of address. It was yesterday, Feb21.

Today I woke up and found the following two emails from BetFury, in summary stating that:

"After a joint investigation by the Risk Department with the provider, it was discovered that you used a program for counting cards in the blackjack game, which gave you an advantage. Card counting and the use of such strategies violate the rules of fair play and are prohibited by the BetFury terms and conditions."

Account is blocked, last withdrawal incomplete, all funds frozen. So the casino took my $8,642.82 plus $108 of bonuses. I put in the disputed amount $8,642.82 only, converted into TRX using exchange rate of today 1USDT = 7.16TRX.

Since then I wrote them another email asking to unblock my account since I haven’t used any software. I quickly received negative response.

Could you please help me to resolve the issue?

Many thanks in advance.

Hello World.Traveler,

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 if you did play anything else other than blackjack? When was the last time you spoke to the casino and what was it about? Can you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Hello Nick and thank you for opening the case.

1. I played exclusevly live blackjack. Also they have sort of the free bonus wheel you can spin every 12 hours. I several times spun this wheel but all my winnings on this wheel in total were about 0.16usd in different coins.
2. I contacted BetFury only two times. First time I initiated a dialogue in the support chat before making my first deposit. I asked them how can I proceed with verification. I was told that at this moment it is not necessary and I can deposit and withdraw. Verification is needed "only sometimes". It turned out to be true speaking of my first two withdrawals, but not the last one.
3. Then I played without contacting them until they blocked my account. So I received 2 emails, one from no-reply address, second from customer support person. It was early morning Feb22 local time. Immediately after reading these emails I wrote a response to the customer support and pretty quickly got a negative reaction again. So all contacts from my side with BetFury actually reduced to one early pre-deposit chat and one latest email after the blocking.

And sure, I will forward you all emails in a minute. Also I saved few screenshots before blocking, plus I have my own info about my play there in Excel. Just tell me if you need it.

Thanks again.

Hello World.Traveler and thank you for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on. You can also forward the mentioned proof to his e-mail address stated above.

Best regards,

Nick

Hi Nick and thank you very much. I already sent an email to Jozef. Hope together we can resolve the issue.

Best,

Dear World.Traveler,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Guru Casino and User****182,

During the investigation, we have detected that the user employed card counting, specifically the "Wonging" strategy, during their blackjack gaming sessions.

This strategy involves the player observing the progress of the game without participating in every round, and only placing bets when the true count of high cards in the deck becomes advantageous for the player.

The user placed bets on 96 different tables over several days of gaming sessions, making up to 2 bets per table using only 1 game round. Most of the user's bets were made when the True count was above 2 at the table.

The True count in blackjack is a card counting method that reflects the relative number of high cards (such as tens, jacks, queens, kings, and aces) and low cards (from twos to sixes) remaining in the deck. A positive True count indicates that there are more high cards left in the deck, which is advantageous for the player.

The user's gaming statistics from the 14th to the 20th of the month are as follows:

According to our rules, item 4.1.10., the use of any software that gives an advantage to the player, including programs for analyzing betting patterns, card counting, or strategies aimed at unfairly gaining winnings or an advantage over the casino, is prohibited.

Bets and funds obtained from such bets are considered invalid, and we reserve the right to withhold these funds, including funds from your deposit. After withholding such funds, we also reserve the right to block your account without the possibility of recovery. The withholding of funds and the blocking of accounts are at our sole discretion and are not subject to player's appeal.

Considering that the user withdrew double of his deposited amounts, the user did not incur any financial losses at all.

It has been decided that we will withhold the funds obtained from invalid bets in their entirety, in accordance with our rules and policy.

And the user's account was blocked with no possibility of recovery.

Best regards, BetFury casino.

Dear World.Traveler,

May I kindly request your response to the casino statement? Are you familiar with using card strategies?

Dear Jozef and BetFury,

I will answer in as much details as possible. 

1. Yes, I am generally familiar with the concept of card counting. I have tried it many times in different casinos, but generally found it tedious and inefficient. In addition, I don't always have the discipline to play the hand correctly. 

2. However, over a long period of time playing live blackjack, I found that there were quite a few players who I thought played exceptionally well. So I decided to employ the tactic of following them. 

3. I formed a list of players that I felt deserved my attention and simply began to follow them, often opening 4 tables at a time and often jumping from table to table, constantly opening and closing more and more tables in search of the players I wanted. 

4. I could bet both directly on the open boxes and bet from behind on the player of my choice. 

5. Let me note that many of these players I have observed for more than half a year and judging by the fact that the provider and the casino let them play, they do not violate anything. 

6. Also please note that the correct play of a hand in blackjack consists not only of the ability to bet big at the right time, but also need to play the hand correctly, following the strategy table. This is where I'm sure I made a lot of mistakes, which the casino representative kept silent about. Unfortunately, due to my account being blocked, I can't download my game history to estimate the number of correct and incorrect plays on my side.

To summarize, once again I want to express my confidence that I have not violated the casino rules and I count on their common sense, understanding and cooperation.

Dear World.Traveler,

thank you very much for your patience. I am very sorry about the situation, but upon reviewing all the evidence and information provided, we have observed certain indications that the software may have been utilized for this strategy. If you are confident that your winnings are a result of legitimate gameplay, I strongly advise you to contact the licensing authority. Feel free to contact me if you have any questions or require further assistance.

I have no choice but to reject your case.

Kind regards, Jozef

jozef.k@casino.guru