BetFury Casino - プレーヤーは、複数のアカウントを開設したとして告発されています。

I was banned from my account without being able to log in and my money confiscated.

the casino claims i was using 2.

It's not absolutely true

Sono stato escluso dal mio account senza avere la possibilità di accedere e i miei soldi sequestrati.

il casino sostiene che io stessi usando 2.

non è assolutamente vero

Dear Ilcondor3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you completed the account verification in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Player's additional comments:

"Good evening!

Thank you for the reply!

None of my family members have opened accounts with this casino.

When I was playing, a deposit bonus was automatically activated which I promptly canceled as I was not interested in the offer.

The only doubt I have about it is that both on my computer and on my phone, I was logged into the account and the administrators thought I had a double account, but in reality I was only online on 2 different devices.

This is because the home Wi-Fi line sometimes doesn't work and in order not to lose the odds I was also connected with the phone.

I hope I have provided useful information to the complaint Looking forward to good news Best regards"

Player's additional comments:

"Buonasera!

La ringrazio per la risposta!

Nessuno dei miei familiari ha aperto account con questo casino .

Nel momento in cui stavo giocando , si è attivato automaticamente un bonus deposito che ho prontamente annullato in quanto non ero interessato all’offerta.

L’unico dubbio che mi viene a riguardo è che sia sul mio computer che sul telefono, ero in login sull’account e gli amministratori hanno pensato che io avessi un doppio account, ma in realtà ero solo online su 2 dispositivi differenti .

Questo perché la linea Wi-Fi di casa a volte non prende e per non perdere le quote stavo connesso anche con il telefono.

Spero di aver fornito informazioni utili al reclamo In attesa di buone notizie Cordiali saluti"

Thank you, Ilcondor3, for your reply. Could you please advise if your account was successfully verified in the past?

I don't have any verification email

but I had already made several withdrawals on this platform.

the first withdrawal took more than a week to arrive because they had to do some checks

Non ho nessuna mail di verifica

pero avevo già effettuato diversi prelievi su questa piattaforma.

il primo prelievo ci ha messo più di una settimana ad arrivare perché appunto dovevano fare dei controlli

Thank you very much, Ilcondor3, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

A thousand thanks ! I wish you a good day!

Grazie mille ! Le auguro una buona giornata!

Do you know how long it can take to unlock my account?

sapete Quanto può volerci a sbloccare il mio account ?

Hello, is there any news?

Buonasera ci sono novità ?

Good evening !

May I know if the casino will give me back access to my account?

Thank you

Buonasera !

posso sapere se il casino mi ridarà accesso al mio account ?

grazie

Dear, Casino Guru

We analyzed the situation you described. 

This player`s account has been banned for violating our platform`s Terms and Conditions.

First of all, we need to say, that this user uses a self-exclusion option on 2022/09/20 in his account which was registered on the email dell********@gmail.com.

After that, he registered a new account on marc********@gmail.com (USER 576****&). 

All these accounts have the same withdrawal wallet.

Article 4.1.9. of our Terms said, that creating multiple accounts for the purpose of collusion, fraud, Service abuse, and/or any kind of Service manipulation is prohibited and may result in account closure.

Article 5.4 of our Terms said, that You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons, and/or third parties operating on your behalf.

This user has more than one account.

By using the account (576******), the user violated our rules and abused the bonus account.

Clause 17 of Welcome Bonus Terms and conditions said, that the user can use the Bonus balance only in selected casino games. There are available games for wagering with the Bonus balance in the All games tab in the "Bonus Wagering" category. The Bonus balance is not available for Sports Betting, Live & Table Games, Special Games, and some Slots, as well as for the Bonus functionality in the chat: Coindrop, Tips, and Rain.

Clause 12 of Promo Packs Terms & Conditions said, that It is forbidden to use the Bonus balance to cheat the reward system. These actions will be considered fraudulent.

Clause 13 of Promo Packs Terms & Conditions said, that betfury.io reserves the right to suspend, withdraw or cancel any payouts or winnings associated with Bonus funds in case of suspected abuse of bonus offers.

Clause 7 of Promo Packs Terms & Conditions said, by activating the Bonus for the casino, you agree that the funds you have deposited to the balance will be used to redeem the given bonus fully or until it is canceled.

Ignoring the above provisions, the user used the received bonus contrary to the order of playing back the bonus. Clause 7 clearly establishes that the deposit made, and bonus received in the casino must be used exclusively in the casino. Having made a deposit, the user used it for betting on sports, and only part of the bonus opened for this deposit was used in the casino.

Such actions are a violation of the procedure for using bonuses. In addition, as written above, the user uses several accounts, which is prohibited by our Terms.

That`s why account 576****** which a registered on mar********@gmail.com had blocked.

Thank you. 

Have a nice day.

But this account was closed ! I requested closure! And they didn't

Ma questo account era chiuso ! Avevo richiesto la chiusura ! E loro non l’hanno fatto

Greetings all,

Thank you, BetFury Casino Team, for your reply and the detailed explanation.

Dear Ilcondor3,

Allow me to ask you a few more questions to clarify the situation.

Is it correct that this is your second account registered with BetFury Casino? What account should have been closed and why? And, what account has not been closed as you claimed? Can you explain it in more detail regarding both accounts?

You mentioned that your account has been banned in your first post, now you are claiming that you asked the casino to close your account, and it has not been done. The casino claimed that the first account was self-excluded, and it is clear that the second account has been closed due to a violation of the terms and conditions.

Did you submit this complaint with the correct email address and casino account?

Can you please confirm you contacted me on Friday (February 24, 2023) from the email address that is connected with your first created account in the BetFury Casino? What was the intention of creating another account?

I'll explain the dynamics!

the first time I registered and then I decided not to play anymore doing permanent self-exclusion to close the account because I was playing too much!

later i opened another account to be able to play again ! Of course I had already asked to remove the self-exclusion on the old account but was told it wasn't possible!

so the only way to play at betfury again was to create a new account !

I have not attempted to deceive the site in any way the self-excluded account is de**********rco74@gmail.com! I could not operate with this account!

le spiego le dinamiche!

la prima volta mi sono registrato e poi ho deciso di non giocare più facendo autoesclusione permanente per chiudere l’account perché stavo giocando troppo !

in seguito ho aperto un altro account per poter giocare di nuovo ! Ovviamente avevo già chiesto di rimuovere l’autoesclusione sul vecchio account ma mi è stato detto che non era possibile!

quindi l’unico modo per giocare ancora su betfury era creare un nuovo account !

non ho tentato in nessun modo di ingannare il sito l’account autoescluso è de**********rco74@gmail.com! Io non potevo operare con questo account!

I don't understand why they decided to close my account right after I won ... in the past months they let me play and lose peacefully ... I just want them to understand that I had no intention of cheating and to be able to access my account to continue playing on betfury…

Non capisco perché abbiano deciso di chiudere il mio account proprio dopo che ho vinto … nei mesi scorsi mi hanno lasciato giocare e perdere tranquillamente … vorrei solo che capiscano che non avevo nessuna intenzione di truffare e poter avere accesso al mio account per continuare a giocare su betfury…

Dear Ilcondor3,

Since the moment you requested the self-exclusion on your first account and the casino accepted your request (closed account), you were not allowed to create a new account in the casino. Creating the new account in these circumstances means the casino's terms and conditions were breached. As we already know, at least your email address was altered to bypass system restrictions.

What personal details did you fill in upon registration of the second account, please? Did you also change other personal information or use the same personal information and just use a different email address? I am mainly asking for your name, surname, and date of birth.

What bonus(es) did you use on your second account? And what bonuses did you use on your first account? Did you use a bonus on your second account that was already used on the first account?

After the mentioned big win, did you request a withdrawal? If yes, the possible answer to your question is that the casino is not obliged to perform a verification earlier than after a withdrawal request or a withdrawal request of a higher amount. It means the casino likely did not know you had another self-excluded account in the casino until it started the review and KYC after requesting the withdrawal.

Dear Ilcondor3,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, BetFury Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru