I was setting up to perform dice autoplay on vps.At that time, 2fa did not work well and I tried to log in and log out alternately with mobile phone and VPS repeatedly to try to solve it.2fa authentication was resolved, but shortly thereafter it was notified that the account had been permanently blocked.You have been told that you have multiple accounts and you are in violation of the rules.Please help me. Please.

Dear partyrockmt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

My family has never registered for a casino.I used three IP addresses because I repeated login and logout on WindowsBrowser on VPS, mobile phone and home computer because 2FA did not work.However, you do not have multiple accounts.Only one email address is registered.No bonuses are used.Authentication is an email address authentication and 2FA authentication.

Could you please advise if you completed the KYC verification in the past and if you withdrew any winnings from this casino previously?

kyc certification is not available.I made a deposit but not withdrawing money.

Thank you very much, partyrockmt, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.  

Thanks Petronela.

Hello, partyrockmt,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BetFury Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetFury Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, and the winnings have been confiscated, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address ([email protected]).

Thank you in advance for providing the information.

Dear Guru casino,

We have reviewed the user's complaint about account blocking. Our risk team has technical data that indicate that the user used multi-accounts on the platform.

This user was recorded using the same device with several accounts.

In particular, the User****770 (Dates of use of one device from 31.08 to 11.09) and User****001(login same device 20.08 .2023) were previously created accounts that used the same device. 

In addition, the user did not pass the KYC in the order as provided by our terms and conditions.

If the user is ready to confirm KYC on User1492889 account and verify it, the user can contact [email protected] . 

The user's case will be reviewed.

Dear BetFury Casino team,

To move on - can you please send the relevant evidence supporting your claims to my email ([email protected])?

Also, a few more important questions arose.

If the player passes the KYC, will the disputed winnings/remaining balance be paid out in full, or will the casino confiscate anything from his winnings? Or, does it depend on KYC results?

If any portion of the winnings should be confiscated, what other rules did the complainant breach? Were the same bonuses used in all the linked accounts? Or, was the same bonus used in more than one of the linked accounts (bonus abuse)? What games did he play, and from what games did he accumulate most of his disputed winnings? What unfair advantage did he gain by playing in this way?

Are you please able to also support possible further accusations with evidence/data?

Dear partyrockmt,

In the meantime, could you please contact the above-mentioned email address ([email protected]) in order to ask about your KYC and try to verify your identity? Can you let us know once you have any news or updates?

Looking forward to hearing from both of you.

Dear branislav.

I applied for betfury for kyc certification.The certification is currently in progress, so I will report it.We will also contact you if there is a new development.

Dear branislav.

Kyc has been approved and betfury has been unblocked! !The problem has been solved! !Thank you casino guru.Thank you branislav.

Great news, partyrockmt!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been sorted out. As the issue has been successfully resolved, I will now mark your complaint accordingly in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, BetFury Casino team, for your help and cooperation.

Best regards,

Branislav, www.kpvfaw.com