BetFury Casino - Player's winnings confiscated due to accusations of multiple accounts.

Hi,

Today I opened an account at betfury, played once withdrew my winnings (174 USDT), later on the same dayI played further made several further deposits and after my last deposit on 255,25 USDT i managed to win 1667,38 USDT. I was playing live casino. After requested withdrawal I noticed it's being not processed. After enquiry on the live chat I was informed that I have multiple account and all my winnings are cancelled and I can only withdtraw my the last deposit. I explained thaht I never had an account on this site but I was still being told that I have had. I called my ex partner who recommended me this website and he confirmed that he you used to have the account there and blocked it.

The withdrawal request was made to out former common address on an exchange and probably that was the reason why the company claims that I have opened an account previously. I explained them that if it's the case than I can't be responsible for someone's actions in the past. I'm a different person living currently at different address and I also told them to perform full KYC if need to make sure that I'm a different person. The customer service just said their decision is final and after withdrawing 250 USDT they blocked my account.

I would like to ask CASINO GURU for assistance in this case as I won the money fairly.

Dear bartek_grz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFury Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been playing from different devices and different IP addresses as your ex-partner?
• Is the crypto wallet in your name? Can you prove you are the owner of the wallet you used to deposit with?
• Have you or your partner claimed any deposits in the casino to your knowledge?
• If there is any communication between you and the casino, kindly forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The crypto wallet isn't registered on any name. It's MEXC exchange and they don't require it.

That's really hard to tell, we used to live together so possibly yes but I don't have any exact knowledge about that.

After I asked my ex partner he told me he used to play there but he also don't remember exactly everything because it was some time ago. Comunication between me and casino is not available as they explained me on chat my account will be blocked and after I made a withdrawal of 250 USDT they blocked it and I have no further access to it. I have screenshot with my balance prior to withdrawal of that 250 USDT.

I didn't claim any bonuses on website.

Do you happen to know the reason why the account of your ex-partner was blocked? Was it the decision of the casino?

Yes, after the casino accused me of opening another account I called my ex partner and asked him if he opened the account in my name ? He explained me that he opened account but in his name and later closed it becasue he was angry on it because he lost money there. He mentioned that he gave the reason of problem with gambling to block his access permanently.

Thank you very much, bartek_grz, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 bartek_grz

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetFury Casino to join the conversation and participate in the resolution of this complaint.

Dear BetFury Casino,

Can you please provide further insight into the player's use of multiple accounts?

Kind regards,

Adam

We analyzed the situation described by the user.

The complaining user6169*** has indeed been banned by the platform for violating our policy of having only one account.

User User6252*** is registered on the platform and has identical data to the device used to log in to the platform. Also, these two users have a common deposit address from which money was sent to the platform.

User6252***'s account has been banned because the player exercised the right to self-exclude due to gaming addiction. Due to our rules, this account cannot be unblocked.

Therefore, user6169 and User User6252*** have a common deposit address and have the same device for entering the platform and other common technical data that give reasons to believe that they are the same person.

Therefore, we have every reason to believe that this is a multi-account, since after self-blocking, the player was forced to create another account.

Regarding refund amounts.

21.10.2023 08:48:43 deposited 250USDT.

From this deposit, he rolled the balance up to 1600 USDT, but due to a violation of the rules of the platform, the winnings were canceled and the deposit amount was returned.

Thus, the player violated the rules of the platform, which led to the blocking of his account.

My ex partner and me both have iphone 12 but its not same device. Before making any bet I was forced to provide my details which is obviously different than my partners name, even last name is different. We used to be a couple so obviously we kept out funds together

Hello all, thank you for your responses.

Dear BetFury Casino,

Could you please forward supporting evidence of the above to my email, adam.m@casino.guru, in particular the matching devices and details used to register/deposit?

I would also like to ask if the account for User6252*** went through the verification process.

Kind regards,

Adam

We analyzed the situation described by the user.

The complaining user6169*** has indeed been banned by the platform for violating our policy of having only one account.

User User6252*** is registered on the platform and has identical data to the device used to log in to the platform. Also, these two users have a common deposit address from which money was sent to the platform.

User6252***'s account has been banned because the player exercised the right to self-exclude due to gaming addiction. Due to our rules, this account cannot be unblocked.

Therefore, user6169 and User User6252*** have a common deposit address and have the same device for entering the platform and other common technical data that give reasons to believe that they are the same person.

Therefore, we have every reason to believe that this is a multi-account, since after self-blocking, the player was forced to create another account.

Regarding refund amounts.

21.10.2023 08:48:43 deposited 250USDT.

From this deposit, he rolled the balance up to 1600 USDT, but due to a violation of the rules of the platform, the winnings were canceled and the deposit amount was returned.

Thus, the player violated the rules of the platform, which led to the blocking of his account.

But,the user can contact the risk team (risk@betfury.io) and provide evidence to support their claims.

Thank you for response. I will contact casino on provided email

Hello all, thank you for your responses.

Dear bartek_grz,

Please keep us updated on the situation once you have made contact with the support.

Kind regards,

Adam

I have contacted casino and sent requested documents. Now I have received strange request:

Please provide proof that you do not have a problem with game addiction.

A medical professional should have special knowledge of who can diagnose a gambling addiction.

Or you can apply to the gaming commission of your country and provide a copy of the letter that you are not included in the list of gambling addicts in your country.

After which your case will be reviewed

I don’t have any gambling addiction but required document is ridiculous.

I would like to ask casino guru for assistance

This is humiliating request

This is abusive and humiliating request. Additionally I just checked there is no such a regulatory body in my country.

Dear BetFury Casino,

Can you please clarify the reason for the request stated above?

Kind regards,

Adam

We analyzed the situation described by the user.

The complaining user6169*** has indeed been banned by the platform for violating our policy of having only one account.

User User6252*** is registered on the platform and has identical data to the device used to log in to the platform. Also, these two users have a common deposit address from which money was sent to the platform.

User6252***'s account has been banned because the player exercised the right to self-exclude due to gaming addiction. Due to our rules, this account cannot be unblocked.

Therefore, user6169 and User User6252*** have a common deposit address and have the same device for entering the platform and other common technical data that give reasons to believe that they are the same person.

Therefore, we have every reason to believe that this is a multi-account, since after self-blocking, the player was forced to create another account.

Regarding refund amounts.

21.10.2023 08:48:43 deposited 250USDT.

From this deposit, he rolled the balance up to 1600 USDT, but due to a violation of the rules of the platform, the winnings were canceled and the deposit amount was returned.

Thus, the player violated the rules of the platform, which led to the blocking of his account.

But, the user can contact the risk team (risk@betfury.io) and provide evidence to support their claims.

That’s copy and paste previous message from the casino that doesn’t answer mine and Adam’s question. As I mentioned before there is no such a regulatory body in my country and there is no register of gambling addicts (I checked that also). It’s humiliating to go to a psychiatrist to ask for such documentation. This a request that someone asks "please proove you are not a donkey". I already submitted documents for KYC to casino. I believe it’s a bad will from casino.

I have just received email from casino my case was resolved. Please do not this case until I can confirm I can withdraw the money.

I can confirm my account has been reactivated and I already was able to make succesful withdrawal request. Please consider to close the case. Thank you both parties for successful ending, especially casino.guru

Dear bartek_grz,

I am glad to hear that the problem has been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, bartek_grz, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam