BetFury Casino - Bonus igrača je oduzet, a problemi sa nalogom ostaju.

I registered and played on the website BetFury, and I encountered the following issue. After searching online, I thought this mediation organization might be able to help, so I am requesting your intervention to mediate this matter.

・August 18: Completed site registration (I still have the email)

・August 18, 11:55:49: Deposited $1470 and lost

・August 19, 12:25:26: Deposited $1750 and lost

・August 19, 12:44:00: Deposited $2677.42 and won

・August 20: Noticed my money was gone and inquired via Live Chat ・Same day: Since Live Chat said they couldn't answer any further, I contacted the designated email, but I have received no reply to this day, which is why I am requesting mediation here.

While I was playing to clear the bonus wagering requirements after winning a large amount from my last deposit, they deleted my bonus without my permission. Their claim is that I violated Clause 5.12 of the Bonus Terms & Conditions.

Live Chat sent me the exact following words. However, even when told this, I have no idea what they are referring to, as I simply played within the terms of service. Of course, I have not violated any rules regarding forbidden games or maximum bet limits.

There is one more point I am concerned about: on August 21st, I received an email notification about new gambling rules. Reading this email, it seems to announce that the previous bonus type was a sticky type (or non-sticky/separate type), and from now on it will change to an integrated type. I suspect they forcefully deleted my bonus due to their own update situation in order to complete the update.

I believe I have explained the main issues in detail, but if there is anything else needed, I will handle it immediately, so please lend your support until this is resolved.

"The bonus was canceled by the Risk Department. Further bonuses from the bonus tab are also unavailable. According to our Terms and Conditions: 5.12. Only one account per email address, wallet, etc. is allowed. If multiple players wish to use the same account, an exception will be granted after verifying the identity of all relevant account users. Accurate and real names must be provided. Players who create multiple accounts solely to take advantage of bonus promotions (if any) are not eligible to receive winnings obtained from bonuses. Furthermore, such accounts will be blocked upon detection without prior notice. Once you pass KYC, you can continue to use our services without the Bonus Cabinet."

"Users who create multiple accounts for the purpose of abusing bonus promotions (if any) are not eligible to receive prizes obtained from bonuses. Furthermore, such accounts will be blocked upon detection without prior notice."

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you used any public or shared device while playing at this casino?

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

I live alone and am estranged from my family. I do not invite friends over to play casino games. I do not use a VPN. I do not use public or shared devices. That concludes my response.

Dear Veronika and tomato666,

Thank you for reviewing this case.

We have reviewed the player's account and would like to clarify the reason for the measures applied.

During our standard risk review, we identified technical indicators linking the account with other accounts on the platform. Based on these findings, the player's access to the Bonus Cabinet was restricted and the active bonus was canceled. Additional KYC verification was also requested in order to verify the player and further review the account activity.

The bonus cancellation was carried out in accordance with Section 5.12 of our Terms & Conditions, as well as the applicable provisions of our Bonus Policy, Promo Packs Terms & Conditions, and Welcome Pack Terms & Conditions, which allow BetFury to restrict or cancel promotional benefits where related account activity or potential bonus abuse is identified.

We would also like to clarify an important point regarding the funds mentioned in the complaint. At the time the bonus was canceled, the remaining balance was a bonus balance and the bonus was still in the wagering stage. Therefore, this was not a completed and withdrawable real-money balance that was subsequently confiscated.

The player's account has not been permanently closed. The player can complete the requested KYC verification, and once the verification is successfully completed, the current restrictions on betting and withdrawals will be removed.

For privacy and security reasons, we will not disclose the technical indicators or information concerning other accounts publicly. We have sent you an email containing the relevant supporting evidence and additional details regarding our findings for your review.

Kind regards,

BetFury Team

Your company even sent me an email on August 27th informing me that I was a VIP and stating that I was eligible to claim a bonus.

Yet, after sending such an email, you arbitrarily and manually removed the bonus once I used it to secure a win.

Such unreasonable and high-handed behavior is absolutely unacceptable.

Dear tomato666

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, Michal (michal.k@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,

Veronika

Hello tomato666,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and will continue the communication with the casino team to clarify this matter.

Dear BetFury Team,

Thank you for your response and clarification.

Please provide evidence demonstrating the technical links between the player’s account and the other accounts referenced in your response. I have already contacted you regarding this matter from my email address, michal.k@casino.guru.

Additionally, please clarify why the player received an email on August 27 informing them of their VIP status and apparent eligibility for another bonus after access to their Bonus Cabinet had been restricted. Please confirm whether this was an automated promotional communication or an offer issued specifically based on the status of the player’s account.

Looking forward to your timely response.

Your logic is that my bonus was removed because I committed fraud, correct?

So why, then, are you sending me a new bonus?

I maintain that I did not commit any fraud; yet, my bonus was arbitrarily removed, and support has flatly stated that the balance will not be restored even if I complete the KYC process.

Please explain the point of undergoing KYC under these circumstances. It would simply mean handing over my personal information to you.

You provide no answers via email.

This is the only way I have left to ask questions.

I want an answer.

Dear Michal,

Thank you for your follow-up.

As requested, we have sent the supporting evidence regarding the technical links between the accounts directly to your email. Due to the sensitive nature of the device and risk-related information, we have provided these materials privately rather than publishing them in the complaint thread.

Regarding the communication sent to the player on August 27, we can confirm that it was sent by the player’s personal VIP Manager in relation to their VIP status and potential eligibility for an additional bonus.

The communication was sent while the Bonus Cabinet restriction was in place. However, the restriction itself remained unchanged and was not lifted as a result of this communication.

The player’s VIP Manager was subsequently informed of the restriction applied to the account. Following this, no further communications of this nature were sent by the VIP Manager to the player.

Kind regards,

BetFury Team

Thank you for all the information and evidence provided, BetFury Casino Team.

Dear tomato666,

Thank you for your patience.

After carefully reviewing all the information and evidence provided, we have concluded that this complaint must be rejected as Unjustified.

The casino has demonstrated that your account is linked to other accounts using the same device within the same timeframe, which constitutes a breach of both the casino's general terms and bonus terms. Casinos enforce strict policies regarding multiple accounts, and in this case, the casino has acted in accordance with its established rules.

We understand this may be disappointing, but all players agree to abide by the casino's terms and conditions upon registration, and it remains each player's responsibility to ensure compliance.

Should you believe you have valid reasons to pursue this further, you may consider reaching out to the casino's licensing authority or the relevant regulatory body in your jurisdiction. If you receive a decision, please forward it to michal.k@casino.guru, and we will be happy to review it.

We regret we could not be of more assistance in this instance. However, should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out – we will try our best to help.

Best regards,

Michal

Casino Guru