BetFury Casino - 賞金獲得後、プレイヤーのアカウントは閉鎖されました。

I just registered the other day and started playing slots.

On my second deposit, I won about $7,000 on the slots and then played a little before making a withdrawal.

My account was suddenly blocked and when I contacted them I was told they had detected multiple accounts playing.

This is my first time playing on this site and I have no idea what is being said.

I won a large amount of money so I was surprised that it was suddenly blocked.

When I contacted the site, they only offered to refund the amount I had deposited, which was not a satisfactory response.

There's no point in interacting with the site.

I would like you to somehow send a complaint on my behalf via this review site.

thank you.

先日登録してそのままスロットで遊んでいたのですが、

2回目の入金でスロットで7000$程当たりそのまま少し遊んでから出金をしたのですが

アカウントがいきなりブロックされて問い合わせしたら複数のアカウントでのプレイが検出されたと言われました

私はプレイ自体コチラのサイトで初めてで何を言われているのか全くわかりません。

高額の当選でしたのでそれでいきなりのブロックで驚いています。

サイト側に問い合わせても入金額の返金しか言われなくて納得いく返事ではありませんでした。

サイトとやり取りをしても意味がないので

コチラの評価サイトからどおにか訴えを代わりに届けて頂きたいです。

よろしくお願いします。

Dear player,

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 or without an active bonus?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent you an email

メールをおくりました

Dear player,

Thank you for your email. I have received the communication you sent regarding the casino, but you haven’t responded to the questions I asked earlier.

Is there any chance that you may have had an account at this casino in the past, even under a different email or username?

Has anyone else in your household or using the same internet connection also created an account at this casino?

Have you used only payment methods registered in your own name?

Did you accumulate your winnings with or without an active bonus?

Have you managed to get any additional explanation from the casino about the reason for the account block due to "multiple accounts"? If they provided any details or evidence, please share that.

Is it possible that you have had an account with this casino in the past under a different email address or username?

no

Have your family members or other people using the same internet connection also created accounts at this casino?

no

Do you only use payment methods in your name?

yes

過去に別のメールアドレスやユーザー名でこのカジノにアカウントを持っていた可能性はありますか?

いいえ

あなたの家族や同じインターネット接続を使用している他の人もこのカジノでアカウントを作成しましたか?

いいえ

ご本人様名義のお支払い方法のみをご利用いただいておりますか？

はい

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear BetFury Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi!

Thank you for your feedback. After reviewing the situation, it appears that the account was flagged for multiple accounts detection via fingerprint tracking. We understand your frustration, but to proceed, we would need the user to complete the whole KYC process. If the information provided in Step 1 of the KYC is accurate and verified, we are happy to reconsider the case and provide further assistance.

Please reach out to our Risk team (risk@betfury.com) with the necessary documentation, and we will do our best to resolve the issue. Thank you for your understanding.

Thank you for the information, BetFury Casino!

Dear player, please, let us know how the verification goes!

My account is blocked so where can I go?

What do I need to submit?

アカウントがブロックされてるのでどこに

何を提出すればいいですか？

BetFury Casino, can you let us know what documents player needs to submit?

Hello, please contact our Risk Department at risk@betfury.com. They will guide you through the KYC process, let you know which documents to provide, and assist with any other details.

Don’t hesitate to reach out – they’ll help you every step of the way!

I am currently submitting the documents for review.

It is awaiting review.

現在書類を提出して確認してもらってます。

審査を待っている状態です。

airinchiiiku66, has there been any progress with your verification?

Dear airinchiiiku66,

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.

After the verification was completed, the payment was made.

thank you very much!

検証も終わり出金して頂きました。

ありがとうございました！

Dear airinchiiiku66,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru