BetFury Casino - O jogador está enfrentando problemas de retirada e restrições de conta.

I found this casino online and played there, and I won about $5,000, but when I logged into the site I was told that I was only allowed to withdraw the amount I had deposited due to suspicions of multiple accounts.

I received the bonus and played, but I only won the cash portion.

I think it's wrong to have the money I won deducted for something I have no recollection of.

Even if you contact the casino, they will turn you away and tell you that the site has been decided, and they will not even listen to you.

I don't understand why there is no explanation.

After doing some research, I found that casinoguru seemed willing to mediate and negotiate, so I contacted them.

Even if I can't get my money back, I want to prevent other players from becoming like me.

thank you.

当カジノをネットで探してプレーした際に5000＄ほど勝つことができたのですが、サイトにログインするとマルチアカウントの疑いにより入金分だけの出金しかさせないと言われました。

ボーナスを受け取ってプレイはしたのですが、勝ったのは現金部分です。

全く身に覚えのないことで勝ったお金を減額されるのはおかしいと思います。

カジノに問い合わせをしてもサイトの決定と門前払いされ、話も聞いてくれません。

理由の説明もなしは全く理解できません。

色々調べた結果、casinoguruさんが仲裁、話し合いに応じてくれそうなので相談しました。

お金を取り返せないとしても、私と同じようなプレイヤーが発生しないようにしたいです。

よろしくお願いします。

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear nobinodada66,

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 that I can fully understand the situation.

Is there any chance that someone from your household or using the same IP address has 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?

Could you please advise if you have passed the KYC verification or at least submitted any identity documents to the casino for verification?

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,

Veronika

Dear nobinodada66,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of nobinodada66. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Sorry for the late reply.

• Is it possible that your family or someone using the same IP address has created an account at this casino?

I don't think that's possible.

• Did you use a VPN or IP masking software to change your actual location when accessing the casino website?

I might have used it.

• Please let us know if you have passed KYC verification or at least submitted your ID to the casino for verification.

Not submitted.

I haven't even been allowed to do that.

Thank you for your response. Have you changed your location from Japan to some other country while your VPN was active?

Could you please send me a screenshot or a link to the bonus you activated and played with?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint again.

We’ve reopened this complaint at the request of nobinodada66. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear nobinodada66

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, Peter (peter.c@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 there,

Thank you nobinodada66 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetFury Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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 tajitajiyu22,

We are truly sorry to hear about the situation you encountered. At BetFury, we take fairness and player safety very seriously, and our team works hard to ensure every user receives the best, most transparent gaming experience.

To help us resolve your issue as quickly as possible, we kindly ask you to send an email with your BetFury username to our official email address pr@betfury.io. This is required strictly for security purposes and so that we can carefully investigate the circumstances of your case.

Once we receive your details, our team will thoroughly review the situation, identify what caused the problem, and do everything we can to assist you and find the correct solution.

Thank you for bringing this to our attention - we’re here to help and will make sure your case is properly handled.

Dear nobinodada66,

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.

I have emailed the casino with my username. Please check it.

ユーザネームを記載したものをカジノ側へメールしました。確認お願いします。

Hello nobinodada66,

Please check your email. Weʼve provided you with further instructions.

thank you.

Once completed, I will contact you again.

ありがとうございます。

完了しましたらまたこちらにも連絡します。

Dear nobinodada66,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We’ve reopened this complaint at the request of nobinodada66.

Dear nobinodada66,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter