BetFury Casino - Spelarens vinster konfiskeras.

Hello,

I would like to submit a complaint against BetFury regarding confiscation of my balance.

Timeline of events:

I registered my account in 2021 and successfully passed KYC verification.

At that time Ukraine was not listed as a restricted country.

I used the platform normally in the past and successfully made deposits and withdrawals.

In 2022 I stopped playing due to the war situation.

In 2026 I returned to the platform, but my account was inactive. The website instructed me to contact support for reactivation.

Support requested my documents again. I provided all requested verification documents successfully. The support team reviewed my documents, clearly saw my country of residence, reactivated my account manually, and encouraged me to continue using the platform.

After reactivation:

I deposited 100 USDT;

I played slots and sports betting normally;

I used no bonuses;

my balance reached 293 USD.

When I requested withdrawal, the casino cancelled it and informed me that Ukraine is now a restricted country.

Important facts:

I never received any warning or notification that Ukraine had become restricted;

the website remained accessible from my country;

support manually restored my account after reviewing my documents;

deposits were accepted without any issue;

restrictions were enforced only after I requested withdrawal.

Initially support promised to return my full 100 USDT deposit. Later they changed the amount to 65 USDT. After further discussions they finally returned 100 USDT only, while confiscating the remaining 193 USD.

I believe this is unfair because the casino knowingly reactivated my account, accepted my deposits, allowed betting activity, and only raised the issue after winnings appeared.

I request assistance in recovering the confiscated 193 USD.

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.

Dear yatsik13,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly your account was reopened?
• Do you currently have access to your casino account, or was it closed again?
• Do I understand correctly that the casino support reopened the account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

My account was reopened about a month ago.

There is currently no access to the account as it has been blocked again.

Yes, the support service restored my account and allowed me to make deposits, but when I made a withdrawal, they blocked the account again.

Мой аккаунт был повторно открыт примерно месяц назад.

Сейчас доступа к аккаунту нет так как его заблокировали повторно.

Да служба поддержки восстанавливала мой аккаунт, позволили вносить депозиты, но при выплате заблокировали аккаунт повторно.

Thank you very much for your reply, yatsik13. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear yatsik13,

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 am attaching screenshots of the correspondence that I have.

Я прикрепляю скриншоты с перепиской которая у меня имеется

Dear yatsik13 and Casino Guru Team,

As previously clarified during our public communication with the player, the account was originally frozen in accordance with Clause 6.14 of the BetFury Terms & Conditions due to more than 12 months of inactivity. In 2026, the player contacted support requesting account reactivation and confirmed ownership of the account.

As part of the reactivation process, a renewed KYC and compliance review was required. During this review, it was identified that the player’s current country of residence falls under restricted jurisdictions according to the licensing conditions applicable at the time of review. Because of this, the verification process could not be completed and the account became subject to restriction.

We understand the player’s concerns regarding the fact that account access, deposits, and gameplay activity occurred before the restriction was finalized. However, jurisdiction and compliance checks may be completed during later stages of the verification and withdrawal review process.

Regarding the balance, the player’s initial deposit was fully returned. Additionally, the case was reviewed individually and handled as an exception, allowing a refund beyond what would normally apply in similar situations.

We also acknowledge the player’s concerns regarding the communication received during support interactions and appreciate this feedback.

Thank you for the response.

However, the main concern still remains unresolved.

BetFury confirms that:

my account was manually reactivated in 2026;

my documents were reviewed;

deposits were accepted;

gameplay and betting activity were allowed;

restrictions were applied only later during withdrawal/compliance review.

This is exactly why I consider the confiscation unfair.

If my jurisdiction was already restricted during the reactivation process, the account should have been restricted immediately before deposits and gameplay were allowed.

Instead, I was allowed to use the platform normally and only after my balance increased to 293 USD was the issue raised.

I also note that during communication I received several different explanations regarding the confiscation, including:

unauthorized access methods;

verification inconsistencies;

restricted jurisdiction;

incomplete KYC.

Additionally, the amount supposedly available for return changed multiple times during the discussion.

I respectfully ask Casino Guru to review whether it is fair for a casino to accept deposits and allow gameplay after reviewing player documents, but later confiscate winnings during withdrawal.

Hello everyone,

Thank you both for your replies.

yatsik13,

Do you currently have access to your casino account, please?

No, I do not currently have access to the account.

After the dispute regarding my withdrawal request and the restriction applied to my account, access was blocked and I can no longer log in.

The important point is that before the withdrawal request, the account had been manually reactivated by BetFury support, deposits were accepted, and I was allowed to play normally.

The restriction was enforced only after I attempted to withdraw my balance.

Dear yatsik13,

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,

Kristina

Hello yatsik13,

It's Michal again and I will be handling your complaint going forward.

Dear BetFury Team,

Thank you for your response and for providing further details regarding this case.

Having reviewed both your explanation and the player's statements, there is one aspect of the matter that, from our perspective, requires further clarification.

According to your account, the player's account was manually reactivated in 2026 following direct communication with your support team and as part of a renewed KYC and compliance review. It was during this process that the player's country of residence was allegedly identified as being subject to jurisdictional restrictions under the applicable licensing framework.

If this was indeed the case, it remains unclear why the player was subsequently permitted to access the account, make deposits, and participate in gameplay, with the restriction only being enforced at the withdrawal stage. If the casino had already obtained and reviewed information indicating that the player was located in a restricted jurisdiction, we would generally expect the account to have been restricted immediately and prior to accepting any further deposits or allowing gambling activity to take place.

In light of the above, could you please clarify precisely when the player's restricted status was identified and explain why the account remained operational thereafter? In particular, we would appreciate receiving a clear timeline covering:

• the account reactivation,
• the submission and review of the player's documents,
• the point at which the player's jurisdiction was established,
• the deposits and gameplay that took place following this determination, and
• the decision to restrict the account and confiscate the winnings.

Furthermore, the player has indicated that several different explanations were communicated throughout the course of this matter, including unauthorized access methods, verification inconsistencies, restricted jurisdiction, and incomplete KYC. To avoid any ambiguity, please confirm the exact grounds that formed the basis of the final decision to confiscate the player's winnings and clarify whether any of the previously cited reasons were subsequently dismissed.

At present, the central concern is not whether the casino is entitled to restrict players from prohibited jurisdictions, but whether it is fair and consistent to allow a player to continue depositing and gambling after the relevant information had already been obtained through a compliance review, only for the issue to be raised once a withdrawal request was submitted.

We would therefore appreciate a detailed explanation addressing these concerns so that we may properly assess whether the actions taken in this case were proportionate and in line with the principles of fair gambling.

Thank you in advance for your cooperation.

Hello Michal,

Thank you for your message and the opportunity to clarify the timeline of this case.

The player's account was initially blocked on 09.04.2024 in accordance with Clause 6.14 of our Terms and Conditions due to more than 12 months of inactivity.

Following the player's request, the account was reactivated on 28.04.2026 after ownership confirmation.

Subsequently, one of our anti-fraud triggers was activated, which resulted in an additional verification review being requested. During the verification process, the player initially indicated Uruguay as their country of residence in Step 1, but later stated that they were residing in Ukraine.

According to Clauses 3.3 and 5.18 of our Terms and Conditions, Ukraine is a restricted jurisdiction and the provision of false or inaccurate information during the registration/verification process constitutes a violation of the platform rules. Based on these findings, the account became subject to restriction.

To clarify the timeline:

• 09.04.2024 – Account blocked due to inactivity under Clause 6.14.
• 28.04.2026 – Account reactivated following the player's request.
• 29.04.2026 – Additional verification requested following an anti-fraud trigger.
• During the verification review, the discrepancy regarding the player's country of residence was identified.
• The account was subsequently restricted due to the player's residency in a prohibited jurisdiction and the inaccurate information provided during the verification process.

Regarding the player's funds, the two most recent deposits totaling 100 USDT were returned to the player.

The final decision was based on the restricted-jurisdiction status and the inaccurate information provided during verification. These were the grounds on which the account restriction was applied.

We hope this clarifies the sequence of events and the basis for the actions taken in this case.

Kind regards,

BetFury Team

Thank you for the additional information.

I would like to clarify an important factual inaccuracy in BetFury's statement.

BetFury claims that I initially provided Uruguay as my country of residence during the account reactivation process and later stated that I reside in Ukraine.

This is not what happened.

The Uruguay selection appeared much later during the withdrawal/KYC process, after my account had already been reactivated, deposits had been accepted, and gameplay had already taken place.

At that stage, Ukraine was not available in the country selection list. I even contacted support and provided a screenshot showing that my country was missing from the available options and asked how I was supposed to proceed.

Therefore, the issue was not that I intentionally provided false residency information. The issue was that Ukraine was not available in the verification form itself.

I respectfully ask BetFury to provide evidence showing that I allegedly declared Uruguay as my country of residence during the account reactivation process, as this does not match my recollection of events.

I believe this distinction is very important because the casino is presenting the situation as deliberate misinformation on my part, while in reality the discussion about Uruguay arose only during the withdrawal verification stage.

Dear yatsik13,

Thank you for your message and for providing additional clarification regarding the sequence of events.

I have reviewed the casino's response and your explanation carefully, particularly your statement that the selection of Uruguay occurred later during the withdrawal/KYC verification stage and that Ukraine was not available as a selectable country within the account interface at the relevant time.

In this context, I would like to address an important procedural point. In cases where a country of residence is not available within the selectable options during account registration or verification, this generally indicates that the jurisdiction may not be supported or permitted under the operator’s compliance framework. In such situations, it is expected as part of the standard due diligence process that the player proactively confirms the correct procedure with the casino’s support team before proceeding further, particularly prior to completing verification steps or engaging in financial activity.

Given the current discrepancy in the timeline and the differing accounts regarding when Uruguay was selected, we would kindly ask you to further clarify, if possible, whether you received any specific guidance from the casino support team indicating that Uruguay should be selected in your case, or whether any alternative instructions were provided to you during the verification process.

One thing that generally applies is that every player is obligated to provide truthful, genuine and accurate information in their account.

Providing false or misleading information is considered a violation of the rules.

This clarification is important for determining whether the situation resulted from a potential misunderstanding of the verification process or from providing inaccurate information.

We appreciate your cooperation and look forward to your clarification so we can continue our assessment on a fully informed basis.

Dear Michal,

Thank you for your message.

To clarify, I did not receive any instructions from BetFury support to select Uruguay.

During the withdrawal verification process, I noticed that Ukraine was not available in the list of countries. Because of this, I contacted support and provided a screenshot showing that my country was missing from the available options.

At no point was I attempting to claim residency in Uruguay or provide false information. My intention was the opposite: I contacted support because I could not find Ukraine in the list and wanted clarification on how to proceed correctly.

To the best of my recollection, support did not instruct me to select Uruguay as my country of residence.

I would also like to add some important context.

When I originally registered my account in 2021, Ukraine was not a restricted jurisdiction and I successfully completed the verification process available at that time. I used the account normally and was able to deposit and withdraw funds without issues.

In 2026, when my account was reactivated by support, I was never informed that Ukraine had since become a restricted jurisdiction. No warning was provided during the reactivation process, and I was not told that I would be unable to use the platform due to my country of residence.

After the reactivation, my deposits were accepted and I was allowed to play normally. The issue regarding my jurisdiction was raised only later during the withdrawal verification process.

I fully agree that players should provide accurate information. This is exactly why I contacted support when I noticed that Ukraine was not available in the verification form.

My main concern remains that the account was reactivated, deposits were accepted, and gameplay was allowed before this issue was raised.

Thank you for your time and assistance.

Dear yatsik13,

Thank you for your response and additional clarification.

I understand your position, particularly your explanation that you contacted support because Ukraine was unavailable in the country selection list and that your intention was to seek clarification rather than provide inaccurate information. I also acknowledge your point regarding the account reactivation in 2026 and the fact that deposits were accepted before the jurisdiction issue was raised.

That said, there remains an important discrepancy that still requires clarification.

While you state that you did not receive instructions from support to select Uruguay, how come Uruguay was ultimately associated with your account during the verification process?

Do you have screenshots, emails, or chat transcripts from that stage that could clarify the sequence of events?

This point is particularly important because if Uruguay was actively selected and submitted prior to or during verification by you, this could materially affect the assessment of the case. On the other hand, if this resulted from a technical issue, system limitation, or unclear guidance during verification, this would place the situation in a different context.

Additionally, while I understand your argument that when you originally registered your account in 2021, Ukraine was not a restricted jurisdiction, at the same time, it is important to understand that the list of restricted jurisdictions can change over time due to regulatory, licensing, legal, compliance, or internal business reasons. Such changes are not unusual in the online gambling industry, and operators generally reserve the right to modify the list of restricted countries in accordance with their Terms and Conditions.

I also agree that the casino should clarify why your account was reactivated in 2026 after Ukraine had already been restricted. It is reasonable to question why the account was reactivated, why deposits were accepted, and why gameplay was permitted even though, as you mentioned, you provided your documents that showed you are a Ukrainian citizen residing in a restricted country. This is a relevant point that will also need to be addressed by the casino.

Therefore, any additional evidence you can provide regarding the verification stage, especially screenshots or communication with support from that period, would be highly helpful for our further assessment.

Dear BetFury Team,

We look forward to receiving your clarification regarding the points raised above, together with any supporting evidence that may assist in the assessment of this case.

Dear yatsik13 and Michal,

Thank you for your message and for the additional explanations provided.

We have carefully reviewed your account history, the information available in our internal records, the verification status, and the circumstances surrounding the restriction of your account.

Following this review, we must confirm that the decision to block your account was made in accordance with BetFury’s Terms and Conditions and the applicable risk, compliance, and KYC procedures.

According to our records, your original country of registration and/or account origin is linked to Ukraine. Ukraine is currently included in the list of Restricted Jurisdictions under BetFury’s Terms and Conditions. By using the Website and the Service, each user confirms that they are not a resident of a Restricted Jurisdiction and that they will not use the Service while located in a jurisdiction where such use is prohibited or restricted.

In addition, our risk review identified indicators of VPN/proxy usage. Such use, when connected with access from or masking of a restricted jurisdiction, is considered an attempt to circumvent BetFury’s jurisdictional restrictions and prevents the Company from properly verifying the user’s real location and eligibility to use the Service.

We also note a material discrepancy in the information connected with your account: while you state that you are from Ukraine, the country associated with your Step 1 verification remained Uruguay. Regardless of your explanation that Ukraine was not available in the country selection list, the manual selection of Uruguay by the user in the verification flow created a misleading compliance profile and prevented BetFury from accurately assessing your jurisdictional eligibility at the relevant time.

Under BetFury’s Terms and Conditions, users are required to provide only true, complete, accurate, and non-misleading information from registration and throughout the entire period of using the Service. Providing false, inaccurate, non-existent, or misleading information is treated as a gross violation of the Terms and may be considered fraud by BetFury. The Company is entitled to suspend, freeze, restrict, or permanently close an account where it reasonably suspects a breach of the Terms, fraudulent conduct, prohibited activity, or regulatory non-compliance.

For the avoidance of doubt, the fact that your account was previously reactivated, that deposits were accepted, or that gameplay was temporarily available does not constitute approval of further use of the platform from a Restricted Jurisdiction and does not waive BetFury’s rights under the Terms and Conditions. Risk and KYC checks may be conducted at any stage, including before or during withdrawal processing. Once the relevant risk indicators and original registration country were identified, BetFury was required to take appropriate action.

We also confirm that you were requested to complete Step 1 and Step 2 verification. However, the requested documents were not provided. Under the Terms and Conditions, BetFury reserves the right to restrict the Service, deposits, withdrawals, and/or access to the account until the user’s identity, location, and eligibility are sufficiently verified.

With respect to your funds, our records show that you have already withdrawn the amount corresponding to your deposited funds. Therefore, there is no outstanding loss of deposited funds on your side. The disputed balance does not represent unrecovered deposits, and BetFury is not obliged to process further withdrawals where the account is found to be in breach of the Terms and Conditions.

Based on the above, BetFury maintains its decision to block your account due to:

1. use of VPN/proxy indicators connected with the account activity;
2. original account registration/account origin linked to Ukraine, which is a Restricted Jurisdiction under the current Terms and Conditions;
3. misleading or inconsistent jurisdictional information, including the Uruguay country selection in the Step 1 verification flow;
4. failure to complete the requested KYC verification;
5. breach of the obligation to act in good faith and provide true, complete, and accurate information;
6. attempted circumvention of jurisdictional restrictions.

Accordingly, the account will remain blocked, and no further withdrawal will be processed.

This decision is final from BetFury’s side and has been taken strictly in accordance with the Terms and Conditions accepted by you when using the Service.

Kind regards,

BetFury Team

Dear Michal,

Thank you for giving me the opportunity to respond.

I would like to clarify several important points regarding BetFury's latest statement.

First, I did not ignore or refuse the KYC process.

When I was asked to complete verification during the withdrawal process, I noticed that Ukraine was not available in the list of countries. Because of this, I contacted BetFury support and provided a screenshot showing that my country was missing. I asked how I was supposed to complete the verification in this situation.

Therefore, it is not correct to say that I simply failed to complete KYC. I was trying to complete it, but I could not provide accurate information because my actual country was not available in the verification form.

Second, I never intended to misrepresent my country of residence.

The mention of Uruguay arose only because Ukraine was missing from the country selection during verification. I contacted support precisely because of this issue. I never tried to hide that I live in Ukraine.

Third, when I originally registered my account in 2021, Ukraine was not a restricted jurisdiction. I successfully used my account and made deposits and withdrawals without any problems.

When my account was manually reactivated in 2026, I was never informed that Ukraine had become a restricted jurisdiction. Support restored my account, accepted my deposits, and allowed me to play normally.

The issue regarding my country was raised only after I requested a withdrawal.

Finally, I would like to point out that BetFury still has not explained why my account was manually reactivated, why my deposits were accepted, and why I was allowed to gamble if, according to them, I was already located in a restricted jurisdiction.

This remains the main reason why I believe the confiscation of my winnings was unfair.

Thank you for your time and consideration.

Dear yatsik13,

Thank you for your response.

I understand your efforts to present all possible arguments in support of your position. However, based on the information currently available, I do not see evidence that the casino acted in a manner inconsistent with its Terms and Conditions, which you accepted upon registration and continued use of its services.

In general, our position is that if a player registers with a casino that permits them to do so, provides genuine and accurate personal information, and plays in accordance with the applicable rules, then any legitimate winnings should be paid out.

However, this particular case is not entirely straightforward.

While I understand your argument that when you originally registered your account in 2021, Ukraine was not a restricted jurisdiction, it is important to note and cannot be ignored that the list of restricted jurisdictions may change over time due to regulatory, licensing, legal, compliance, or internal business considerations. Such changes are not uncommon in the online gambling industry, and operators generally reserve the right to update these restrictions in accordance with their Terms and Conditions. It is the player's responsibility to familiarize himself with the T&Cs, because, as I already mentioned, you accepted them upon registration and continued use of their services.

At present, and even before your account was reactivated, Ukraine was already clearly listed among the restricted jurisdictions in the casino’s Terms and Conditions. Additionally, it is clearly not available as a selectable country during account-related processes, which further supports the conclusion that players from this jurisdiction are not accepted.

Could you also please confirm whether you used a VPN/proxy apps or IPs while accessing BetFury Casino?

I have tried to access it recently and have received this pop up message:

Additionally, you have still not responded to my questions.

While you state that you did not receive instructions from support to select Uruguay, how come Uruguay was ultimately associated with your account during the verification process? Who inserted it?

Do you have screenshots, emails, or chat transcripts from that stage that could clarify the sequence of events?

I do agree with you that, ideally, when the casino requested documents for the reactivation of your account in April 2026, the account should not have been reactivated immediately and allowed you to deposit before a full review was completed, and your eligibility to use the casino’s services was properly established.

However, our role is not to determine whether individual arguments are correct in isolation. Rather, we assess each complaint as a whole, taking into account all available information and evidence, the regulatory and contractual framework in place at the time of the events, and whether the conduct of both parties aligns with generally accepted industry practices. As you are clearly not a casual player and I trust that you have a relatively good understanding of how online casinos operate, including prior experience with verification-related complications, it is reasonable to expect that you are already familiar with many of the industry-standard rules and restrictions. In that regard, a good portion of responsibility also rests on your side. If we were strictly looking at the rules, the casino is right.

While we strongly advocate that casinos should verify players as early and as efficiently as possible, it remains an industry standard that more thorough KYC and AML checks are often triggered once a withdrawal request is submitted. It is typically only during, or following, such reviews that discrepancies or compliance-related concerns are identified.

That being said, I look forward to your clarification regarding my questions before determining whether any further steps can be taken from our side in this matter.

Dear Michal,

Thank you for your message and for taking the time to carefully review this case.

I would like to answer your questions as clearly as possible.

1. VPN / Proxy

I did not intentionally use any VPN or proxy service to access BetFury.

The BetFury website has always been accessible to me directly without a VPN, including now. Therefore, I had no reason to use any software to bypass geographical restrictions.

2. Why was Uruguay selected?

I would like to clarify exactly what happened.

During the withdrawal verification process, I discovered that Ukraine was not available in the list of countries.

To demonstrate this problem to BetFury support, I manually selected Uruguay, as it was the next country in the alphabetical list after Ukraine. I then took a screenshot and sent it to support only to show that my actual country was missing from the available options.

My intention was not to claim that I lived in Uruguay or to provide false information.

On the contrary, I contacted support precisely because I wanted to explain that I am from Ukraine and could not complete the verification correctly since my country was not available in the verification form.

If I had intended to hide my real country of residence, I would never have contacted support myself to report this issue.

3. Screenshots and chat history

Unfortunately, I no longer have the screenshot or the live chat from that time, as several months have already passed.

4. Registration and account reactivation

When I registered my account in 2021, Ukraine was not a restricted jurisdiction. I successfully used my account, completed the verification available at that time, deposited funds and withdrew winnings without any issues.

When my account was manually reactivated in 2026, BetFury support never informed me that Ukraine had become a restricted jurisdiction.

After reactivating my account, they allowed me to deposit funds and play normally. Only when I requested a withdrawal did the issue regarding my country arise.

5. My main concern

My main concern remains unchanged.

If BetFury already considered me ineligible because I was from Ukraine, I do not understand:

why my account was manually reactivated;

why I was allowed to deposit funds;

why I was allowed to gamble;

and why this issue was raised only after I requested a withdrawal.

This sequence of events is the reason why I believe the confiscation of my winnings was unfair.

Thank you again for taking the time to review this case objectively.

Kind regards, Oleh

Dear yatsik13,

Following the additional information requested by the Casino Guru team, we would like to clarify several important points regarding your account.

First, the reactivation of your account after a prolonged period of inactivity was not based on KYC verification or identity documents. The account was reactivated only after you successfully confirmed ownership of the registered email address associated with your account. At that stage, no identity documents were requested or provided, and therefore we had no reliable means of determining your country of residence.

KYC verification was initiated only later, when you requested a withdrawal, in accordance with our standard verification procedures. It was during this process that you informed our Support Team that you were located in Ukraine and would not be able to complete KYC. At the initial verification step, however, the country entered was Uruguay.

We would also like to clarify that our records show you accessed the platform using a Costa Rica IP address when reactivating your account, while Ukraine is a restricted jurisdiction and access from Ukrainian IP addresses is blocked.

Finally, your deposits were made exclusively using cryptocurrency, which, unlike traditional fiat payment methods, does not provide a reliable indication of a user's geographic location.

We hope these clarifications help explain the sequence of events and the actions taken in accordance with our Terms and Conditions.

Kind regards,

BetFury Team

Dear Michal,

Thank you for allowing me to clarify these points.

I would like to respond to BetFury's latest statement.

1. Account reactivation

I accept that my account was reactivated after I confirmed ownership of my registered email address and that KYC was requested later during the withdrawal process.

However, after the account was reactivated, I was able to deposit funds and use the platform normally. At no point during the reactivation process was I informed that Ukraine had become a restricted jurisdiction or that I was no longer eligible to use the service.

2. Ukraine and the verification process

During the withdrawal verification process, I discovered that Ukraine was not available in the country selection list.

To demonstrate this issue to support, I manually selected Uruguay because it was the next country in alphabetical order after Ukraine. I took a screenshot only to show that Ukraine was missing from the available options.

I did not select Uruguay because I wanted to claim that I was a resident of Uruguay.

On the contrary, I contacted BetFury support myself and explained that I was located in Ukraine because I wanted to understand how I should complete the verification correctly.

If I had intended to hide my real country of residence, I would never have informed the casino myself that I was in Ukraine.

3. VPN

Regarding the Costa Rica IP address, it is possible that on some occasions I accessed my account while a VPN application was active.

However, I did not use a VPN because BetFury was inaccessible from Ukraine.

Even today I can access the BetFury website directly from Ukraine without using a VPN. Therefore, I did not use a VPN to bypass geographical restrictions or conceal my actual location.

4. My main concern

My main concern remains unchanged.

After my account was reactivated, BetFury accepted my deposits and allowed me to gamble normally.

Only after I requested a withdrawal and honestly informed support that I was located in Ukraine did the jurisdiction issue arise.

This is why I believe the confiscation of my winnings was unfair.

Thank you again for your time and for carefully reviewing this case.

Kind regards,

Oleh

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

Dear yatsik13,

This case ultimately proved to be materially different from how it was initially presented.

Following a thorough investigation, it was established that the actual course of events differs from the original portrayal, and we have not identified any actions by the casino that would fall outside its established rules or that we would consider unfair.

As a general principle, our position is that if a player registers with a casino that permits registration from their jurisdiction, without circumventing any geographical restrictions, provides genuine and accurate personal information, and plays in accordance with the applicable rules, then any legitimate winnings should be paid out.

However, this does not appear to be the case here.

As mentioned above, while Ukraine was not a restricted jurisdiction in 2021 when you originally created your account, it is important to acknowledge that the list of restricted jurisdictions may change over time due to regulatory, licensing, legal, compliance, or internal business considerations. Over the 5 years there were major changes in the entire industry, not just in BetFury Casino.

Additionally, as has been confirmed and tested, both registration and login from Ukrainian IP addresses are blocked. I have personally tested multiple Ukrainian IP addresses and consistently received the following message:

Moreover, it has been confirmed that you used a VPN, most likely to bypass the geographical restrictions in place or to mask your actual location during both the account reactivation process and the subsequent gameplay.

In addition, the reactivation of your account after a prolonged period of inactivity was not based on KYC verification or identity document review. Your account was reactivated solely after you successfully confirmed ownership of the registered email address associated with the account. At that stage, no identity documents were requested or provided, and therefore the casino had no reasonable means of knowing that you were located in a restricted jurisdiction, particularly considering that you were using a VPN and transacting via cryptocurrency.

Your account was reactivated on 28 April, while KYC verification was initiated later, on 29 April.

Therefore, the earliest reasonable stage at which the casino could have become aware that you were residing in a restricted jurisdiction was during the KYC process initiated as part of the withdrawal review.

It was during this process that you informed the Support Team that you were located in Ukraine and would not be able to complete KYC verification. However, at the initial verification stage, the country entered by you was Uruguay. While I acknowledge your explanation that you selected Uruguay because Ukraine was not available in the system, the unavailability of Ukraine itself clearly indicates that Ukraine is not an accepted jurisdiction. The selection of Uruguay was made on your own initiative and resulted in the submission of inaccurate account information.

Had you updated your account details immediately after reactivation, as players are generally expected to do, this discrepancy would likely have been identified at an earlier stage, and you would not have been permitted to deposit and play.

Instead, by proceeding directly to deposit and gameplay without ensuring that your account information was accurate and complete, you assumed the associated risk and ultimately contributed to this situation through your own actions.

Taking into account all available information and supporting evidence, as well as the fact that you are clearly not a casual player, I believe it is reasonable to conclude that you possess a solid understanding of how online casinos operate, including common verification procedures and compliance-related restrictions. Based on your apparent experience, it is reasonable to expect that you are already familiar with many industry-standard rules and jurisdictional limitations.

In light of the above findings, we are unable to conclude that the casino acted unfairly or in a manner inconsistent with its established rules and conditions, which were accepted by you upon registration and use of the service.

This complaint will now be closed as Rejected.

For future reference, I strongly encourage you to carefully review and comply with all applicable casino terms and conditions before participating.

Should you encounter issues with this or any other casino in the future regarding casino-related matters, please feel free to contact us. We will endeavor to review the matter fairly and provide assistance whenever possible.

Best regards,

Michal

Casino Guru