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 Unjustified confiscation of $4,500 bonus balance and contradictory explanations - Betfury

I am submitting a complaint against Betfury regarding the sudden and unjustified confiscation of my bonus balance worth $4,500, which was received after making a $2,250 deposit (200% bonus).

While I was playing, my bonus balance suddenly disappeared without any prior notice or legitimate reason, while my real money (cash) balance remained untouched.

When I contacted live support to inquire about this issue, the agent’s explanation was completely inconsistent and contradictory throughout the chat:

First Claim: The support agent initially claimed that I had manually canceled the bonus myself, resulting in the balance reset.

Second Claim: When I clarified that I did not cancel it myself, the agent changed their statement, claiming that the casino does not have the ability or authority to cancel a user's bonus from their side without a request.

Third Claim: Only after I sent a screenshot of the system popup stating "Access to certain bonus types has been restricted due to a violation of the Terms & Conditions. As a result, your Welcome Pack has been canceled," the agent finally admitted that the bonus was indeed canceled by the casino due to an alleged "abuse/violation" of the Welcome Pack terms.

When I requested specific details regarding which rule or term I had allegedly violated during my gameplay, the agent refused to provide any explanation, stating they did not possess such information and could not provide any further contact details or support.

I have strictly followed all terms and conditions and have not engaged in any bonus abuse. Betfury confiscated my $4,500 bonus balance without providing any evidence or clear justification.

I request Casino Guru’s intervention to ask Betfury to:

Provide concrete proof and specific details of the alleged rule violation.

Restore my $4,500 bonus balance if no valid violation can be proven.

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Hello laitidesu39,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification 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

Attila

Hello laitidesu39,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru