BetFury Casino - Pelaajan tili on suljettu ilman selkeää syytä.

​Dear Casino Guru Team,

​I am submitting this complaint regarding my Betfury account, which has been unfairly blocked due to a false allegation of operating multiple accounts.

​Summary of the issue:

​I received a bonus on Betfury and started playing.

​During my gameplay, I won using my real money (cash) balance, without consuming or activating the bonus funds.

​I submitted a withdrawal request for my real money winnings.

​Shortly after, my account was suddenly blocked under the accusation of "multiple account usage."

​I requested to cancel the remaining bonus so I could withdraw only my cash balance, but the system refused to process the withdrawal and blocked my account instead.

​My Clarification:

I strictly maintain only ONE account on Betfury. I have never created, owned, or operated any other account on the platform. I am fully prepared to complete any necessary Identity Verification (KYC) procedures, including providing government-issued ID, proof of address, or a selfie verification, to prove my identity and ownership of this single account.

​I believe this system detection was a false positive, possibly triggered by shared IP addresses or VPN usage.

​I kindly request Casino Guru’s assistance in asking Betfury to review my account manually, allow me to complete KYC verification, and release my legitimate cash balance.

​Thank you for your time and help.

​Sincerely,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear FujiwaraYui,

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?

Was your player's account filled out with accurate, verifiable information?

Could you please specify which payment method you used to deposit in the casino?

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

Dear FujiwaraYui and Casino Guru Team,

Thank you for sharing your concerns.

We would like to clarify that your account was not restricted based on a single transaction or isolated event. Following a comprehensive review, our Risk Team identified indicators consistent with suspected bonus abuse and the creation or use of multiple accounts in violation of our Terms and Conditions.

However, if you are willing to complete the full KYC verification process, we are prepared to conduct an additional review of your case. Once the verification is completed, our Risk Team will carefully reassess all available information.

We remain committed to reviewing every case fairly and objectively while protecting the integrity of our platform and promotional system for all players.

Dear Tomas,

Thank you for your reply and for looking into my case.

Please find my answers below:

1. No. As far as I know, no one from my household or anyone I know has created an account at this casino.

2. Yes. I registered my account using my accurate and genuine personal information, and all the information I provided is correct and verifiable.

3. I made my deposit using cryptocurrency.

Thank you for your time and assistance. I appreciate your efforts in reviewing my case, and I look forward to your response.

Best regards,

FujiwaraYui

Thanks to both parties for your reply.

Dear FujiwaraYui,

Were you in contact with the casino's support regarding completing the verification process (KYC)?

Kindly share any new details regarding your complaint.

Dear Team,

Thank you for your message.

I want to complete the KYC verification process, but I have not received any communication or instructions from the casino regarding the required verification.

I am fully willing to cooperate and provide any documents or information they need. I would appreciate it if the casino could contact me by email as soon as possible so that I can complete the KYC process and proceed with my withdrawal without further delay.

Thank you for your assistance.

Kind regards,

FujiwaraYui

Dear casino representative,

Could you please provide guidance to the player regarding what is required and how to submit the information for the player to complete the additional KYC, since you suggested this solution?

Please inform us about any further developments

Dear Tomas and FujiwaraYui,

Thank you for following up.

The player has not yet contacted our Risk Department to initiate the additional KYC verification process.

To proceed, the player needs to contact our Risk Team directly at risk@betfury.com. Once the email is received, our team will provide all the necessary instructions and explain the steps required to complete the full KYC procedure.

Once the required verification is completed, we will be able to proceed with the review of the case.

Best regards,

BetFury Team

Dear FujiwaraYui.

Please let me know if you were able to contact the casino's risk department directly and work towards the resolution of the issue.

If there is any obstacle or update regarding your case, please share details here.

I am currently completing the verification process. I will let you know as soon as I receive the results or any updates. Thank you for your patience.

Dear FujiwaraYui,

Please let me know if there is any news on completing the additional verification process.

Looking forward to your reply.

Hello,

Thank you for following up.

I am currently waiting for a response regarding the documents I submitted for my cryptocurrency deposit and withdrawal history.

I will let you know as soon as I receive an update.

Best regards,

FujiwaraYui

Dear BetFury Casino,

Please let us know how the additional verification of the player is progressing from your perspective.

Looking forward to your reply.

Dear Tomas,

Thank you for following up.

The additional verification is still in progress. The player has provided most of the requested documents, including their identity document, proof of address, selfie with the document, and screenshots of their BetFury deposit wallet history.

However, we are still awaiting proof of the source of funds for the relevant wallet. The player was asked to provide confirmation of the transfer from the exchange, along with evidence that the exchange account belongs to them. Our team also provided the relevant transaction hash to help identify the transaction that needs to be confirmed.

This information has been outstanding for approximately 10 days. Once the player provides the remaining documentation, our Risk Team will be able to proceed with the verification and further review of the case.

Kind regards,

BetFury Team

Dear BetFury Team,

Thank you for the update.

I have already provided all the requested transaction and wallet history documents, including the necessary transaction information.

As I have submitted the required evidence, I would appreciate it if you could review my case as soon as possible and proceed with completing the verification.

My funds are currently blocked, and I would like the withdrawal restriction to be lifted so that I can withdraw my funds as soon as possible.

Please let me know if there is anything else specifically required from me.

Kind regards,

FujiwaraYui

Thanks to both parties for the update.

Dear FujiwaraYui,

Could you please clarify how and when you funded your crypto wallet?

What evidence of how the wallet was funded have you provided to the casino so far?

Looking forward to your reply.