BETFURY reopened self excluded account -> more losses, violation of TOS

[fallingxx]

What happened:: self excluded account gets reopened which leads to more losses, clear violation of TOS and no player protection or responsible gambling on this site

Scammers Profile Link: https://bitcointalk.org/index.php?action=profile;u=2848599

Reference Link:
Amount Scammed: 1400$
Payment Method: USDT/LTC/ETH
Proof of Payment: https://www.talkimg.com/image/UHTNol
PM/Chat Logs:
Additional Notes:

Well, here I am. I have had an account on this forum in the past but i don't remember my login or even username. Anyway, I have some gambling problem and betfury screwed me over big time.
I self excluded with them on July 12th permanently but because I know I still had some small bonuses waiting for me which i wanted to gamble with I asked them to reopen my account. For obvious reason they should have never done that, it's called player protection.

conformation of account being closed: https://www.talkimg.com/image/UHT3jW
email after the reopened it: https://www.talkimg.com/image/UHTkOJ

They write in their own TOS:
"Once a self-exclusion is applied to your account, it will stay in place and it will not be reversed or decreased for any reason. Permanent self-exclusion will remain closed indefinitely. "
You will find this info here: https://docs.betfury.com/betfury/responsible-gaming-and-gambling

Well, I think me being a losing player was reason enough to still reopen my account, good job betfury.

After the account got reopened I have deposited and lost round about 1400$. Of course it's my fault, I get that, but if the site would have followed their own TOS which are very clear that under no reason accounts should be reopened, this would and should not have happened, therefor I am asking for my money back and the account to be closed after that.

I will also send this to the betfury support, this is mainly to get their attention as well.

Needless to say, I am deep in the red on this site. So it's not like I have been in profit or anything before I self excluded. If I have to put a number on it, I think it's at least 10k that I lost in the short time i was on the site.

[Mahdirakib]

I self excluded with them on July 12th permanently but because I know I still had some small bonuses waiting for me which i wanted to gamble with I asked them to reopen my account. For obvious reason they should have never done that, it's called player protection.

Betfury team is indeed guilty here for allowing you to play again by removing the self-exclusion from your account. They shouldn't have done it there by any means. I would have blamed you here if you created a new account and lost the funds. But the issue is different here. I'm wondering how you have requested them to reverse the self-exclusion. It will be better if you also add the screenshot of the email in which you requested them to reopen your account in order to play with the bonus.

[holydarkness]

Hi, mind to shoot me a PM of your email address so I can reach my contact on BetFury to get their side on this matter? Also, mind to share us another screenshot of what you wrote to them that lead to exclusion being lifted?

[acroman08]

therefor I am asking for my money back and the account to be closed after that.

Not defending the casino because they should not have reopened an account that asked for a permanent exclusion, but I'm curious, would you have made this complaint if you had won after they reopened your account?

[fallingxx]

therefor I am asking for my money back and the account to be closed after that.

Not defending the casino because they should not have reopened an account that asked for a permanent exclusion, but I'm curious, would you have made this complaint if you had won after they reopened your account?

Fair question, guess I wouldn't. But we all know i would have lost it back sooner or later anyway, so the would I have won storyline is just fiction, as for most players.

I self excluded with them on July 12th permanently but because I know I still had some small bonuses waiting for me which i wanted to gamble with I asked them to reopen my account. For obvious reason they should have never done that, it's called player protection.

Betfury team is indeed guilty here for allowing you to play again by removing the self-exclusion from your account. They shouldn't have done it there by any means. I would have blamed you here if you created a new account and lost the funds. But the issue is different here. I'm wondering how you have requested them to reverse the self-exclusion. It will be better if you also add the screenshot of the email in which you requested them to reopen your account in order to play with the bonus.

Yes it was me who requested the reopening, just sent them this email and some hours later was open again. I actually didn't expect them to reopen it since I checked the TOS myself, yet to my surprise they did it. While I felt lucky at the time, 10 days later, as so often, I live in regret.

https://www.talkimg.com/image/UHtIIj

Hi, mind to shoot me a PM of your email address so I can reach my contact on BetFury to get their side on this matter? Also, mind to share us another screenshot of what you wrote to them that lead to exclusion being lifted?

Thanks for your interest. I am currently in conversation with the support, which is not easy. If it leads nowhere I will gladly share some information with you. I don't really want to share my mail address here, I think the username or something should be sufficient as well.

[Mahdirakib]

Yes it was me who requested the reopening, just sent them this email and some hours later was open again. I actually didn't expect them to reopen it since I checked the TOS myself, yet to my surprise they did it. While I felt lucky at the time, 10 days later, as so often, I live in regret.

Thanks for providing the screenshot. But now I'm wondering what you said at the initial stage to request the self-exclusion. Looks like it was a soft request to reopen the account. Hadn't you mentioned about your gambling problem in the first self-exclusion request email? Whatever you said, they shouldn't have reopened the account to respect their own terms.

Thanks for your interest. I am currently in conversation with the support, which is not easy. If it leads nowhere I will gladly share some information with you.

There was no need of creating this scam accusation if you are still in touch with their support agent to hear their decisions. Anyway, don't forget to give us the final update here.

[acroman08]

therefor I am asking for my money back and the account to be closed after that.

Not defending the casino because they should not have reopened an account that asked for a permanent exclusion, but I'm curious, would you have made this complaint if you had won after they reopened your account?

Fair question, guess I wouldn't. But we all know i would have lost it back sooner or later anyway, so the would I have won storyline is just fiction, as for most players.

So this complaint wasn't really about a concern about their casino not following through on their own terms and conditions, but because you lost and now want the money back?

Anyway, good luck. Also, I'd suggest seeking some professional help, since you are showing symptoms of gambling problems.

[fallingxx]

therefor I am asking for my money back and the account to be closed after that.

Not defending the casino because they should not have reopened an account that asked for a permanent exclusion, but I'm curious, would you have made this complaint if you had won after they reopened your account?

Fair question, guess I wouldn't. But we all know i would have lost it back sooner or later anyway, so the would I have won storyline is just fiction, as for most players.

So this complaint wasn't really about a concern about their casino not following through on their own terms and conditions, but because you lost and now want the money back?

Anyway, good luck. Also, I'd suggest seeking some professional help, since you are showing symptoms of gambling problems.

I opened this scam accusation because it is a scam. A site should or must follow their own TOS, they blatantly violate them. Player protection and responsible gambling are not being followed on betfury, that's why I have created this thread as well, to show what kind of people are operating this site.
Seems like you didn't even read my opening post where I made it clear that I only lost money to this site because they let me, which by license agreement and responsible gambling guidelines should not have been possible in the first place since I perma self excluded. Not that hard to understand normally.
By the way Sherlock, nice observation with the gambling problems. It's not like I wrote "I have some gambling problem" in the first post, didn't I?

Yes it was me who requested the reopening, just sent them this email and some hours later was open again. I actually didn't expect them to reopen it since I checked the TOS myself, yet to my surprise they did it. While I felt lucky at the time, 10 days later, as so often, I live in regret.

https://www.talkimg.com/images/2025/07/30/UHtIIj.png

Thanks for providing the screenshot. But now I'm wondering what you said at the initial stage to request the self-exclusion. Looks like it was a soft request to reopen the account. Hadn't you mentioned about your gambling problem in the first self-exclusion request email? Whatever you said, they shouldn't have reopened the account to respect their own terms.

Thanks for your interest. I am currently in conversation with the support, which is not easy. If it leads nowhere I will gladly share some information with you.

There was no need of creating this scam accusation if you are still in touch with their support agent to hear their decisions. Anyway, don't forget to give us the final update here.

I didn't ask for help, I am sharing this case because it shows how shameful sites like betfury operate. They set up rules for player protection and not follow them, which by the way is against their license agreement as well.
I simply asked "close my account", this is also visible in one of the pictures. You can't even self exclude permanently on site, you have to send them an email, just to make it even more difficult for the player to follow through with their decision.
You stating it wasn't necessary to create this thread in really funny. So you think reopening self excluded accounts is a good thing then? Strange mindset you got there.
Even if I get paid, which I most likely won't, this should not happen, not to anybody. Self excluded accounts cannot get reopened, why else having this gimmick in the first place if you don't follow it.

[acroman08]

I opened this scam accusation because it is a scam. A site should or must follow their own TOS, they blatantly violate them. Player protection and responsible gambling are not being followed on betfury, that's why I have created this thread as well, to show what kind of people are operating this site.
Seems like you didn't even read my opening post where I made it clear that I only lost money to this site because they let me, which by license agreement and responsible gambling guidelines should not have been possible in the first place since I perma self excluded. Not that hard to understand normally.
By the way Sherlock, nice observation with the gambling problems. It's not like I wrote "I have some gambling problem" in the first post, didn't I?

Sure, they are wrong for not following their own ToS, but no offense, you seem to only care about the site, not following their ToS, because you lost. I mean, like you said earlier when asked, "Would you have made this post if you had won after they reopened your account?", you said, "Guess I wouldn't". Anyway, good luck.

[holydarkness]

Sorry but... reading what you and acroman08 discussed in several posts, that I choose not to quote as the discussion leading to my question are happened in multi-post and I have to pyramid quote them, but.. this is your self-exclusion request? This sole email below?



"Close my account."?

No mention of self exclusion and/or gambling addiction, simply asking to close your account, and later asked to reopen because your previous request to close was due to dissatisfaction? For your reference, this is their guide to self exclusion, [screenshooting in full, so BetFury logo is visible, lest someone "think" that I invented the rule and quoted other casino's page]



And by the way, they do have a page for self exclusion, though I don't know what'll happen and where it'll redirect us once clicked:

[SmartGold01]

There is something I am not getting cleared here; you said you requested for self-exclusion or closure right?
Do you know that self-exclusion has duration? You can request for self-exclusion without knowing you had already choosing the expired data (when to reopen) and you couldn't remember before you write to them to reopen and they did that. Probably you made deposit to gamble and you lose now you wanting to hold them responsible for reopening your account right? I don't know if you keep a screenshot during the time you clicked on self-exclusion to know if you said permanently or for a specific duration of months only this can attest if you are right or wrong.

[AHOYBRAUSE]

Funny case, let me see. While I am not a fan of requesting refunds, what Betfury is doing here is not ok.
You don't have to give them a reason to close your account by the way. I also closed my account a while back, got the same confirmation email word for word, and that's it.
They will close your account once you tell them to, as they should. You can give them a reason of course, my reason that I wrote that the site and games are terrible.  

There is something I am not getting cleared here; you said you requested for self-exclusion or closure right?
Do you know that self-exclusion has duration? You can request for self-exclusion without knowing you had already choosing the expired data (when to reopen) and you couldn't remember before you write to them to reopen and they did that. Probably you made deposit to gamble and you lose now you wanting to hold them responsible for reopening your account right? I don't know if you keep a screenshot during the time you clicked on self-exclusion to know if you said permanently or for a specific duration of months only this can attest if you are right or wrong.

Self exclusion only goes to max 1 week within a month, I have called this site out for that before but the spammers in their ANN thread quickly burried my concerns, as usual. When you request an account closure via email that's permanent, don't know why you guys even kind of defend this site tbh.
See here: https://bitcointalk.org/index.php?topic=5276159.msg65192978#msg65192978
This picture is also from my post:




Also, cause you asked for whatever reason and it was already explained, he didn't request the exclusion on their site, OP already explained that in his last post here. You CAN'T permanently exclude on the website. When you click on "indefinitely" it will tell you to send them an email, that's exactly what I did as well.

Doesn't matter if this person deserves a refund or not, what Betfury is doing is unacceptable. Reopening accounts that requested to be closed (doesn't matter which or any reason has been gives) is violating their own rules since it states under no circumstances they will reopen, yet they did cause they knew he is a losing player which in their eyes is a lucrative player.
Doing this is against licenses and I urge OP to bring this to askgamblers or casinguru. I saw a recent case that was very similar to yours and they sited with the player, also because the site didn't bother to respond.  

Just my opinion about this one. Just another reason I am happy to be gone from this place. Guess I should try to reopen my account as well, just to prove this violation is happening to several players.

Shame on Betfury, seriously!

[nutildah]

Reopening accounts that requested to be closed (doesn't matter which or any reason has been gives) is violating their own rules since it states under no circumstances they will reopen

Are you sure about that? That's not a specific policy when applied to general account closures. Their terms of service states this:

6.11. Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

OP did not mention in their email to BetFury that they were self-excluding themselves. The self-exclusion policy is a little different:

6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case, your account will be disabled until further notice, and you won’t be able to login into it.

It appears BetFury had no knowledge that OP was trying to self-exclude. Just trying to be fair.

[AHOYBRAUSE]

Reopening accounts that requested to be closed (doesn't matter which or any reason has been gives) is violating their own rules since it states under no circumstances they will reopen

Are you sure about that? That's not a specific policy when applied to general account closures. Their terms of service states this:

6.11. Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

OP did not mention in their email to BetFury that they were self-excluding themselves. The self-exclusion policy is a little different:

6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case, your account will be disabled until further notice, and you won’t be able to login into it.

It appears BetFury had no knowledge that OP was trying to self-exclude. Just trying to be fair.

Well they did close his account, didn't they? So they knew and understood what he was talking about and acted accordingly, basically following their own rules. Like I said I got the same exact email when I closed mine. They even say he can't open new accounts or whatever.

Closing an account is the same as self excluding (the don't make a difference), if you think otherwise I would like to understand your thought process behind that.

Anyway, my opinion is set, not only because of this case but also because I think the approach to responsible gambling on this site is ridiculous. Only letting you self exclude for 1 week of the month and the next best thing you can do is permanently (basically losing all your VIP level perks forever) is ridiculous. They know exactly what they are doing. Stake and many other sites give you so many options, but betfury says you can leave 1 week or leave forever and give up all your progress. Kinda ridiculous.

Just so you know:

6.11. Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

That's the exact same procedure as self excluding permanently. You have to send an email, can't do on the website.

[Odohu]

Yes it was me who requested the reopening, just sent them this email and some hours later was open again. I actually didn't expect them to reopen it since I checked the TOS myself, yet to my surprise they did it. While I felt lucky at the time, 10 days later, as so often, I live in regret.

https://www.talkimg.com/image/UHtIIj

You requested for self exclusion which they obliged, after some time you also wrote them to reopen your account which they did on the ground that you would have been ready to gamble again, where then is the offense in that? They acted as per your request so I did not see any wrong doing here. If you have a gambling problem and assuming Betfury refused to reopen your account, it will take you less than 5 minutes to set up account in another casino and still lose the money. I think the most important thing is for you to seek help from a therapist and not this complaint because it will not lead to anywhere.

[AHOYBRAUSE]

Yes it was me who requested the reopening, just sent them this email and some hours later was open again. I actually didn't expect them to reopen it since I checked the TOS myself, yet to my surprise they did it. While I felt lucky at the time, 10 days later, as so often, I live in regret.

https://www.talkimg.com/image/UHtIIj

You requested for self exclusion which they obliged, after some time you also wrote them to reopen your account which they did on the ground that you would have been ready to gamble again, where then is the offense in that? They acted as per your request so I did not see any wrong doing here. If you have a gambling problem and assuming Betfury refused to reopen your account, it will take you less than 5 minutes to set up account in another casino and still lose the money. I think the most important thing is for you to seek help from a therapist and not this complaint because it will not lead to anywhere.

As a bitcointalk user, we shouldn't care about his personal problem or the money he is seeking, that doesn't matter. The problem on hand is the ridiculous approach betfury has when it comes to responsible gambling. They want you as a player to follow the rules but they break them themselves.
Seems like you didn't even read the rules (otherwise you wouldn't have written this nonsense about not seeing any wrongdoing) but people like you defending a site like betfury really is triggering, so I better unwatch this thread. 

[Rating Place]

This one is a little tricky since there is both a "Cool-Off" and "Self-Exclusion" laws under CGA. Cool of is normally 24 hours, 7 days, 1 month and 3 months. Self exclusion is normally 1 year, 3,5,10 years and lifetime. The accounts automatically reopen after the closing period has expired.

[Shishir99]

I always find this kind of accusation funny. I understand that probably Betfury is at fault because they reopened a permanently self-excluded account, but OP could have lost the same amount of money by creating another account or playing on a different casino. But they choose to trick Betfury and try their luck. In case he loses his deposit, he could try to milk the casino. 

I think we have seen similar cases before. Betfury is not right here, but the player isn't a saint here. I suspect he had a premeditated plan to extort Betfury if he lost again. This is what we are seeing now.

[Rating Place]

I always find this kind of accusation funny. I understand that probably Betfury is at fault because they reopened a permanently self-excluded account, but OP could have lost the same amount of money by creating another account or playing on a different casino. But they choose to trick Betfury and try their luck. In case he loses his deposit, he could try to milk the casino.  

I think we have seen similar cases before. Betfury is not right here, but the player isn't a saint here. I suspect he had a premeditated plan to extort Betfury if he lost again. This is what we are seeing now.

Self Exclusion isn’t permanent unless specified. If the OP requested permanent self-exclusion, then it can’t be reopened. Otherwise, there’s an expiration date on the exclusion.

[nutildah]

Closing an account is the same as self excluding (the don't make a difference), if you think otherwise I would like to understand your thought process behind that.

I disagree because the terms of service differentiates a self-exclusion account closure vs. a general account closure (as I outlined in my first post), asking the user to specifically state that they are self-excluding when writing the account closure email.

6.11. Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

That's the exact same procedure as self excluding permanently.

Ah but its not though.

You requested for self exclusion which they obliged

He didn't request a self exclusion though. Per the contents of his email, he only requested an account closure (without specifying he wanted to be self-excluded), and nowhere in the ToS does it say that accounts closed in this manner can't be re-opened.