BetFury Casino - Pelaajan tili on suljettu sääntörikkomuksen vuoksi.

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 wil97,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Dear Katarina

Please hide my first message because it contains an email with my sensitive information.

Dear wil97,

thank you for your warning.

I am awaiting your response to my initial message.

Katarina

Hello

i sent all prof via email

please check

Hello Casino Guru Complaints Team,

The betfurry has already acknowledged that my account was previously self-excluded due to gambling addiction and that I was incorrectly allowed to place bets again, which is a clear breach of responsible gambling rules.

However, instead of refunding the deposits made during this prohibited period, the operator attempted to force me to sign two extremely dangerous settlement documents.

These documents include:

A clause imposing a penalty of up to €100,000 if I disclose any information about the case

A complete gag order preventing me from speaking to regulators, player protection platforms, or other users

A requirement to waive all future rights against the operator

In exchange, the operator offered to return my money only if I accepted these conditions.

In my view, this constitutes unacceptable pressure and attempted extortion, rather than a fair and lawful resolution. No player should be forced to choose between receiving their own money and accepting illegal contractual terms.

I am providing Casino Guru with all relevant documents and correspondence so this case can be reviewed objectively.

I kindly request your mediation and guidance to resolve this matter in a lawful and transparent manner.

I sent in email

Dear wil97,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello wil97, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Also an important question - have you signed the documents offered by the casino?

I’d like to invite a representative of BetFury Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

The user confirmed the creation of multiple accounts. After the first account was self-excluded, a second account was registered using the same personal data, which constitutes a breach of our Terms and Conditions.

On the second account, one deposit was made and subsequently lost.

Although the activity occurred in breach of our Terms:

1 - We fully refunded the user’s lost deposit as a gesture of goodwill, despite there being no obligation to do so under the rules.

2 - Importantly, all user funds were returned in full.

Following the user’s blocking request and the confirmed multi-accounting, both accounts were permanently closed.

Our team has already contacted the player, and we consider the case fully resolved, with no outstanding balances or claims. All actions taken were lawful, documented, and consistent with our internal policies and Terms & Conditions.

Dear BetFury Casino, thank you for the additional details. Just to elaborate on Casino Guru part - since the original account has been blocked due to gambling addiction, we believe the player should not be able to re-register using their credentials. If the player's details are not blocked and it is possible to re-register using the same details, we consider it as a failure in player protection (i.e. non-existing self-exclusion) and would request refund of the deposits made in the secondary account. Only if the re-registration has happened using false information, the case would be rejected.

However, in this case seems like everything I would normally request has happened already, and therefore it seems there is not much to mediate.

Dear wil97, as per the casino statement above, can you please confirm the issue has been now resolved? Otherwise, if you have any questions or I have missed a crucial piece of information, please let me know. Thank you.

Dear wil97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Casino Guru Complaints Team,

When I requested the refund of my funds, the operator acted very poorly. For 19 days, I was asked to provide multiple documents that were entirely irrelevant or inaccurate, and my requests for a refund were repeatedly ignored. During this period, I suffered significant psychological distress, including insomnia and constant anxiety, as I was waiting for the platform to respond.

The core problem is that the platform violated responsible gaming rules by allowing a self-excluded player, due to gambling addiction, to place bets again. This is a clear failure in player protection.

I believe it is essential for Casino Guru to take action regarding this operator, as the company should be held accountable for failing to comply with responsible gaming standards and the regulations set by the GCB licensing authority. While the GCB confirmed they do not handle complaints directly, they indicated that they would investigate the matter.

Therefore, I request that my complaint be kept open pending the outcome of the GCB investigation, as I am also seeking compensation for the distress and inconvenience caused during these 19 days.

Thank you for your attention and support in ensuring that operators adhere to responsible gaming practices and regulatory obligations.

Dear wil97,

Thank you for the additional details. I understand your frustration, as undergoing KYC verification to confirm your identity during self-exclusion is not the most pleasant thing. With that in mind, I will try to explain Casino Guru's stance and provide more information to explain the final outcome:

The core problem is that the platform violated responsible gaming rules by allowing a self-excluded player, due to gambling addiction, to place bets again. This is a clear failure in player protection.

You are correct. This is a failure on casino's part, and I am glad it was subsequently rectified. Thanks to your complaint we are now aware of this issue and I have added some internal notes to keep an eye on this. A single case could have been a system glitch, but i this issue repeats itself, we will take action. However, for now the issue has been settled and there is nothing more I can do as a mediator.

Therefore, I request that my complaint be kept open pending the outcome of the GCB investigation, as I am also seeking compensation for the distress and inconvenience caused during these 19 days.

Since the casino returned your deposits made during the time your account has been improperly reopened, there is nothing more I can ask the casino to do. They complied with Casino Guru procedures - permanently disabled your account and returned deposits - and therefore the case is considered done. Keeping this case open - especially since GCB does not deal with complaints against casinos licensed by them - would only permanently clog the que and prevent me to help other players in need of mediation.

As for the psychological damages - that is something for the lawyers, not Casino Guru mediation. We only deal with facts, and this is not something you can put into brackets and can be argued from each side indefinitely. For example - if you say you deserve a million, and the casino says you don't deserve anything, neither side can prove it, and therefore we do not engage in such discussions.

Furthermore, you have signed a waiver where you promised not to discuss the case and consider it settled in exchange for payment, therefore prolonging this conversation is against the said waiver. The casino could take a legal action against yourself. Such legal battle could be financially detrimental to you, so I believe best course of action going forward, is to let it go.

Since your account has now been closed and your deposits returned, as well as due to the aforementioned reasons, we will now proceed to close this complaint. As we do not consider cases where the player is unhappy with the outcome as successfully resolved, this complaint will be marked as "rejected". Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.