BetFury Casino - Das Spielerkonto wurde geschlossen und die Gewinne eingezogen.

Dear CasinoGuru Team,

This was my very first time registering and playing at this casino, and I have strictly followed all of their terms and conditions. Despite this, the casino suddenly froze my account and confiscated my entire balance.

When I contacted their support to dispute this matter, they merely claimed that I had committed a policy violation. I immediately requested specific details and evidence regarding which rule I supposedly breached, but they completely refuse to provide any clear explanation and continue to give me vague, repetitive answers.

No matter how many times I have protested, they refuse to reconsider their position, and their customer support has been extremely unfair and poor throughout the entire process.

I have done nothing wrong, and it is completely unacceptable for them to take my money without any justification. I would highly appreciate it if CasinoGuru could intervene, look into my case, and help me recover my $5,379.

Thank you very much for your time and assistance.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Here is the information regarding my account issue:

Games played: I mainly played games in the slots category.

Account verification: My account was not verified yet (KYC was not completed). As soon as I requested a withdrawal, my account was suddenly closed.

Bonus status: The bonus was active. I won using the bonus money and then requested the withdrawal.

I hope this information helps you resolve the issue. Thank you for your assistance!

Dear kokokiki227 and Casino Guru Team,

Following a review by our team, the player's account was restricted due to suspicion of multi-accounting activity in accordance with Section 4.1.9 of our Terms and Conditions.

We understand that the player disagrees with this decision. Therefore, if the player wishes to challenge the findings, they may undergo a full KYC verification procedure, after which the case can be reassessed by our team.

To proceed, we kindly ask the player to contact our Risk Department directly at risk@betfury.com, where they will receive further instructions regarding the verification process.

We remain open to reviewing the case upon completion of the requested verification.

Kind regards,

BetFury Team

I sent an email to your risk management department. What exactly should I do?

Dear kokokiki227,

Thank you for your update.

Please wait for a response from our Risk Team. They will review your request and provide you with detailed instructions on how to complete the full KYC verification procedure.

Kind regards,

BetFury Team

I have just sent the documents; please check them. There are quite a few documents, so please let me know if there are any deficiencies.

The funds have come through. Thank you to both representatives involved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kokokiki227,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila