BetFury Casino - Pelaajan tili on suljettu.

I need your help please. i am a verified betfury member for long now. I have lost lot of money here. Today 10/2/25 i deposited doge crypto and i lost again then i deposited my polygon crypto and i lost till my last spin in roulette where i won and then i made a withdrawal request for full balance. In next 15 minutes i got an email saying. my account is blocked due to multi accounting. I can promise i dont have multi accounts infact no one from my house has any gambling accounts. Till the time i was loosing they didnt block me today when i won they blocked me please helpp...

Dear mananbhutani27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with the help of a casino bonus?
• Could you please share with me your communication from the casino specifying the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

No one from my household is on any gambling platform. I live with my parents and they don’t even know about such gambling platforms and they don’t even use internet for such things.

secondly, yes I had KYC confirmed long back. Also had double security layer as I am long registered member with them

thirdly, no I didn’t use any bonus. I deposited around 2000 doge coin. I lost. Instantly I re deposited around 2000 doge coin again I lost that too. Instantly I deposited around 4000 Polygon and then I lost almost all. In my last spin of roulette I won 3x and then I won some

more. And decided to cash out all the amount that was around 13,900 polygon (around 4100USD).18 minutes late They said they are verifying the withdrawal. And then I get logged out. It says my account is blocked. I contact the support instantly. They say they blocked my account because of multi accounting. And i said I don’t have any other account with them. I gambled with them from years with only one login id they can check. And I have always almost lost money on betfury. This was first time I kind of won and withdrew money. Please help they are cheating they don’t want to pay the profits. And then the support agent says "I WILL REACTIVATE YOUR ACCOUNT YOU CAN WITHDRAW YOUR LAST DEPOITS OF 3954 polygon"

tell me if am wrong, if their team thinks I am cheating why would they let me withdraw that?

please help.



I GOT AN EMAIL FROM "CasinoGuru@consultant.com" THIS EMAIL ID AND ASKED ME TO DEPOIST 3000$ MORE ON STAKE WEBSITE TO GET MY REFUND.

Can I please get a reply here Tomas?

Dear mananbhutani27,

Emails of casino.guru professionals end with @casino.guru

I apologize, but the email you received is a phishing attempt. Stay safe online and kindly ignore that.

Okay but what do I do

next? My money is stuck at Betfury? They have blocked my profits as well! Please help.

Thank you very much, mananbhutani27, 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.  

Sure looking forward for a solution please thank you

Can anyone please reply and help ?

Hello, mananbhutani27,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BetFury Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

How can he withdraw his last deposit if the account is blocked?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Hello, dear user,

Your account was indeed blocked due to technical data overlaps with another account that was self-excluded for a gambling addiction. Our anti-fraud system detected this connection, and as per our policy, creating multiple accounts or using an account after self-exclusion is strictly prohibited.

Following the self-exclusion, using any other account is not allowed, leading to your account being blocked. However, we want to highlight that you could withdraw your deposit successfully.

At this point, you haven't completed any verification process. If you confirm that you do not have a gambling addiction and did not create multiple accounts, we are open to reviewing your case. This would require confirmation that you do not suffer from a gambling addiction and the completion of a full KYC process.

We strictly adhere to all self-exclusion policies and cannot allow users who have self-excluded to continue playing.

Thank you for your understanding,

The BetFury Team

Firstly, I did not self exclude myself on your website ever.

secondly, I have been with Betfury for Long time. I have never crossed my gambling limits ever you can check. I have been playing with single account you can check the details. First time i won this much amount and I decided to withdraw and not be greedy and if I had gambling addiction I would gamble more and try to win more money, which I didn’t.

And for first time I made a withdrawal of such an amount and Betfury blocked me and confiscated my winnings.

I can confirm I don’t have any gambling addiction you can check my history with Betfury. Please I request you to refund my winnings please 🙏🙏

And for KYC I have had my phone number, email address all verified. Also have 2 factor security applied. But if you still want any kyc documents from my end I am ready to cooperate. But please refund my winnings.

Thank you both for your replies and information.

Dear mananbhutani27,

Can you please confirm you received your last deposit back to your payment method? If so, how much was it? How much from the disputed amount have you already received, and what is the remaining amount to be withdrawn?

Thank you.

Dear BetFury Team,

What do you suggest as the next steps on the casino's and the player's side? Can you please provide the user with clear instructions on how to proceed?

Thank you.

Dear Betfury,

My balance was 4080.60 USD that was showing on the profile. I am attaching the images as well please check.

I was playing in crypto polygon.

my last deposit amount was 3549.1972 POLYGON

which was converted to around 963.87USD ON BETFURY. I got this withdrawal amount back.

now the disputed amount is 3116.73 USD

APPROX 11,000 polygon.

please refund my disputed amount of 3116USD or 11,000 POLYGON Please 🙏

attaching the screenshot of rejected withdrawal amount so you can tally as well.

I CAN PROMISE AND YOU CAN CHECK THE SYSTEM AS WELL I HAVE ALWAYS PLAYED IN MY LIMITS. PLEASE RETURN MY CONFISCATED AMOUNT PLEASE 🙏

Hello, dear user,

Please contact our Risk Department at risk@betfury.com. Our team is already aware of your case and will guide you through the KYC process step by step. Let us know if you need any further assistance.

Kind regards,

The BetFury team

Sure. Thank you for the information..

I request casino guru team to not close the case till this is resolved please. Once confirmed I’ll share the confirmation here.

please it’s a request.

Thank you 🙏

Right,

so firstly, my account is reactivated and I have received my money back. This is amazing to start with.

Secondly, I cannot thank the team of casino guru enough. I mean honestly, I had lost all my faith in online gaming due to this incident. I am a person with 0 patience. And this incident taught me to keep patience and stay calm in situations and also trust that if you haven’t done anything wrong you won’t deserve such bad treatments from online gaming operators. Now, I reallly mean this from bottom of my heart. Thank you so much team of casino guru.

Thirdly, thank you betfury team. Your softwares did its work, but I have a suggestion that kindly run such random checks once a 6 months and if the account gets traced to anything kindly block the account that moment and update the players, please don’t wait to flag a player when he wins. When he deposits the money kindly flag him/her at that moment itself. Why wait for them to win and withdraw. Please a request to work on this as it takes lot of time to solve such issues and the money also gets blocked for long.

Now, only 1 suggestion for CASINO GURU TEAM. When Tomas posted saying in the first couple of responses asking to share the screenshots over email, right that moment I received an email from his name and casino guru credentials. I kind of rushed into it and ALMOST FELL FOR THE SCAM, till Tomas confirmed His email address when i posted here. Now it’s my mistake I understand . But in your first reply to any query just make sure to mention your email address that the team will coordinate from and warn the players about the scam phishing emails. Will help a lot of people in future.

Again, I can’t thank enough to the team

of casino guru. I have received the money, my account is unblocked. My trust is restored. You can officially close this case.

ONCE AGAIN THANK YOU SO MUCH 🙏🙏🙏🙏

What great news, mananbhutani27!

Thank you for the 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. 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.

As for your suggestion, we know about it, and we are currently working on measures to prevent this from happening in the future. However, I will surely forward your suggestion to the relevant department for consideration.

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 https://www.trustpilot.com/evaluate/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.

Thank you very much, BetFury Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru