FuturePlay Casino - 出金リクエスト後、プレイヤーのアカウントは閉鎖されました。

I signed up and deposited 100 usd on July 1. I got the bonus and fulfilled all wagering requrements. I uploaded all documents they asked for. I wanted to withdraw and then they disabled my account. I asked the support the reason of that. The support said, that it is decision of administration.

Dear Fayzer,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what bonus did you take? Ideally, send me the screenshot or the link.

Could you kindly confirm if you passed the KYC verification?

Have you received any email from the casino after your account was blocked? If you have, please forward it to me. My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Hello Veronika,

It was first deposit 220% bonus. You can check all details by following the link below

https://www.futureplay.com/ru/promotions

I do not know if i passed the KYC. Because they asked me for additional photo. I uploaded it. And the next day morning i found my account had been disabled.

I have forwarded their email to you.

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

Hello Fayzer,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a FuturePlay Casino representative to join this conversation and participate in resolving this complaint.

Dear FuturePlay Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Hi there,

This "Player" is part of a fraud syndicate that targeted us. Happy to provide more information in private.

Regards,

FuturePlay

Dear FuturePlay Casino,

Thank you for your response and the information provided. You can send the additional information and evidence to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Stefan,

We have replied to you and you advised that we needed to contact your colleague who is on leave.

Please share our reply with your colleague, so that we can resolve this matter.

Regards,

FuturePlay

Dear FuturePlay Casino,

I think this was a misunderstanding, you can share the evidence with me. You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear FuturePlay Casino,

I have sent you an email.

I'll be awaiting your reply.

Hello, Stefan.

Any updates? Have they provided you with some info?

Hello Fayzer,

I haven't received any response from the casino representative yet. Let's wait for their response as they have the remaining five days to respond.

Hello Fayzer,

I was provided with the evidence by the casino, and it appears you have used the same payment method and even the same crypto address to fund your casino account with other accounts.

Could you comment on this?

Hello Stefan.

First of all, I have only 1 account. Second, I use crypto payment method. And I think a lot of users use cryptodeposits. More over, I used crypto exchange ( Binance or other). When you make deposits from crypto exchange, the exchange sends crypto from their hot wallets, which has millions of dollars. So all transactions from Binance are from 6-7 hot wallets. I have no custodial wallet. So it is not my crypto address. It is the address of Binance. And it can be same for thousands of account who use deposits from Binance. I am shocked why they implement crypto deposits and know nothing about crypto and how it works.

Stefan you can send me crypto address or transaction link and I will show you everything.

Hello Fayzer,

Do I understand the situation correctly that you have used the BinancePay to fund your casino account? Or did you send the funds directly to the casino using the Binance wallet?

I'll be awaiting your reply.

I send from Binance exchange or other

Dear FuturePlay Casino,

I have contacted you via Skype.

I'll be awaiting your reply.

Hi Stefan, 

Unfortunately, when run through fraud it was flagged that this account was part of a larger group of players accounts that were all found to have participated in fraudulent behaviour, including but not limited to, using the same crypto address to make deposits. This goes against our casinos terms and conditions, and as per those terms the account was closed. 

Kind Regards, 

Futureplay Casino. 

Dear Stefan, unfortunately casino do not understand that when you deposit from the exchange, they send money from their hot wallet. On the exchange you do not have your personal wallet and keys from that. Give me access to the account or give me the hash, i will proove you. Their hot wallet from which transaction was made has millions of dollar and thousand transactions. So it is not my wallet, it is the wallet of exchange. I am very said that casino which accepts crypto payments do not undestand such simple things.

Hello Fayzer,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear FuturePlay Casino,

The player's casino account was funded with the exchange hot wallet, so we cannot accept this as proof of multiple accounts. Could you give us more information, like IP match, device match, similar deposit amounts, similar times of registration, and same welcome bonuses?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

This account was part of a bigger group, where 8 players from the same country all deposited the same amount of money in the same currency within the same hour from the same exchange hot wallet. Our fraud team ran these accounts and agreed that the behaviour of these accounts is considered fraudulent.

Hello Fayzer,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

My name is Kubo, and I’ll be taking over this complaint as my colleague Stefan, who has been handling this case previously, is currently unavailable. I kindly ask for a bit of your patience as I review the details of the case to fully understand the situation.

I will provide an update as soon as possible. Thank you in advance for your understanding.

Best regards,

Kubo

Dear FuturePlay Casino,

I have sent you an email with additional inquiries regarding this matter. I believe the player deposited funds from the exchange's hot wallet, just like many others. Given the vast population of Russia, it’s quite plausible that 8 out of 144 million people chose to deposit at the same casino using the same crypto exchange. Even if they know each other, this doesn’t automatically imply that their accounts are linked or created with the intent to exploit the casino’s system.

So far, you haven't provided any substantial evidence to support your claims, other than stating that your fraud team reviewed these accounts and deemed their behavior fraudulent. If you have any further flags or information that could assist in this investigation, please send them to my email at jakub.m@casino.guru.

Thank you for your assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

I sincerely apologize for the delay in my response. The casino has already provided the requested evidence; however, in order to ensure full clarity on this particular case, we need to conduct an additional internal review.

I apologize once again for any inconvenience this may have caused, and I will be sure to follow up once I have gathered enough information to make a well-informed decision.

Thank you for your patience and understanding.

Dear Fayzer,

After thoroughly reviewing all the evidence provided by the casino, we have identified clear indications of suspicious activity linked to the player's account. We have cross-checked relevant information from the back-office, and based on these findings, we agree with the conclusions drawn by FuturePlay Casino. It appears that the player's account may indeed be connected to other accounts, which aligns with the casino's assessment.

Given these findings, we regret to inform you that we are unable to uphold the complaint, and it will be rejected. We understand that this may be disappointing, and we truly appreciate your understanding in this matter.

If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Thank you once again for your patience and cooperation.

Best Regards,

Kubo