BetFury Casino - プレイヤーのアカウントは説明なしに閉鎖されます。

I registered and played on 5/6.

I made 3 deposits and played the slots until the 3rd time, won about $7000 on the 3rd time, and continued playing after that.

I was there,

Two days later, my account was suddenly blocked and I could no longer access the site.

I deposited about $1,700 and they didn't even refund it, so being blocked all of a sudden is no different from theft in my opinion.

I was unable to ask for a response and didn't know what to do so I submitted it as a complaint.

5/6に登録してプレイしたのですが

3回入金してスロットで3回目まで遊んで3回目に7000ドル程出てその後も遊んで　

いたのですが、

2日後にいきなりアカウントをブロックされてサイトに入る事も出来なくなりました。

1700 ドル程入金しててそれすら返してもらえずいきなりブロックは窃盗とかわらないと思います。

対応求める事も出来ずどおしたらいいか分からないのでクレームとして提出させて頂きました。

Dear yusukemaria0707,

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 how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (which slot games, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification?
• Could you please share with me your communication with the casino? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I registered and started playing around May 9th.

I tried to submit my KYC on 5/11 but it was blocked.

When I tried to log in, I got a block pop-up.

I was playing video slots.

No, it's the cash portion that you deposited.

My account was blocked before I could verify it.

I was blocked straight away so I haven't been able to communicate with him.

5/9頃に登録して遊んでいて、

5/11にkycを提出しようと思ったらブロックされてました。

ログインしようとしたらブロックとポップアップが出てきました

ビデオスロットで遊んでいました。

いえ、入金したキャッシュ部分です。

アカウント認証の前にブロックされてしまいました。

すぐブロックされたのでやり取りも出来てないです。

Thanks for your reply.

If you haven't contacted the casino already, I would recommend you do so and let us know whether you were able to discuss what the issue is in your case.

Please forward your interaction with casino support or live chat where you attempted to resolve the issue. Send it to my email at tomas@casino.guru

Looking forward to your reply.

I was suddenly blocked and am currently unable to communicate with you.

There is no record of the transaction

現在急にブロックされてやり取りの出来る状態ではないので、

やり取りの記録は残っていないです

Thanks for your reply.

According to the screenshot you provided, the recommendation was for you to contact support.

I checked the website and found the following options:

Please share your attempts to communicate the issue with support. If you haven't received a satisfactory response, please let me know.

I have no recollection of this at all, and it's just a false allegation, so I've sent you an email so please check.

全く身に覚えもなく、ただのいいがかりでしかないのでメール送ったので確認お願いします

Thank you very much, yusukemaria0707, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you yusukemaria0707 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetFury Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello!

Your account was blocked due to technical overlaps with other users’ accounts, specifically related to device data. These linked accounts were found to have activated the Welcome Package bonus, which violates our Terms of Use. According to our rules, registering or using multiple accounts to claim bonuses is strictly prohibited.

As a result, your last deposit of 2800 TRX has been refunded.

However, we’re open to reviewing your case. To proceed, you will need to complete full KYC verification. Please note that we can only consider account reactivation if your identity details in Step 1 of the KYC fully match and confirm that you're a unique user.

Please contact risk@betfury.com — our Risk team is aware of your case and will assist you with the KYC process. They are expecting your message.

Thank you for your understanding.

– BetFury Team

Thank you for your response.

The site is still blocked.

How should KYC respond?

対応ありがとうございます。

サイトがまだブロックされてる状態なんですが、

kycはどのように対応すればいいですか？

Hello,

As mentioned in our previous message, please contact our Risk Team at risk@betfury.com. They will guide you through the KYC process and assist you with any necessary steps.

When I tried to submit, the live chat said there was no way to contact the risk team.

What should I do?

How can I contact the Risk Team?

提出しようとしたところライブチャットに、リスクチームに連絡をする手段がないと言われました。

どうしたらいいですか？

リスクチームへの連絡の手段を教えて下さい。

As mentioned by the casino representative, please contact the casino's Risk Team at (risk@betfury.com). Thank you in advance for your cooperation!

Dear yusukemaria0707,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We've reopened this complaint at the request of yusukemaria0707. We received the following message:

Peter, I'm sorry I couldn't reply in time.

I confirmed that the full amount was withdrawn.

Thank you very much for this opportunity!

We would also like to thank the BetFury representative for their honest response to the misunderstanding.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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 Trustpilothttps://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.

Best regards,

Peter

We’ve reopened this complaint at the request of yusukemaria0707. We received the following message:

Peterさんお返事が時間内に送れず申し訳ないです。

全額出金されたのを確認しました。

この度はありがとうございます！

BetFuryの代表者様にも、誤解からの誠実な対応に感謝致します。

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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.

Best regards,

Peter