Bets Bunny Casino - Player faces withdrawal issues and funds confiscation.

I deposited €100 on Betsbunny24.io and received their welcome bonus. I went on to win up to €4,500 and successfully completed the wagering requirements for the bonus. Once the bonus was fully wagered, the platform removed all funds exceeding €600 from my account, citing their terms and conditions, which state that the maximum withdrawal from a welcome bonus is 6x the deposited amount.

I was then left with €600 in real (non-bonus) funds. I used this balance to play blackjack and increased it to €1,500. After that, I submitted all necessary documents for identity verification, and I received confirmation that my KYC process was approved. I proceeded to request a withdrawal of €500, as this is the platform’s maximum daily withdrawal limit.

However, the following day, I received an email stating that my withdrawal had been canceled and €900 had been deducted from my account. They again referred to their terms and conditions as justification. I contacted customer support to question this, especially since I had been playing solely with real cash at that point, not bonus funds. Unfortunately, I received no response, and their customer support has been extremely poor.

While I understand the initial deduction due to the bonus terms, the second deduction makes no sense, as I was playing with raw cash. What steps should I take? This feels like a blatant scam.

Dear hejhej123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsbunny24.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I was never informed that the bonus terms would continue to apply even after the wagering requirements had been completed. There is also no mention of this in your terms and conditions.

After I completed the wagering requirements, my balance was €600 in real money. From there, I continued playing and increased my balance to €1500 — and it clearly stated that the funds were real money.

The account balance showed as real money, and all subsequent winnings were credited as real money.

Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings at [email protected]. Kindly include all the other evidence that could be relevant to the investigation of your case as well. Thank you for your patience and cooperation.

"Hi again, I’ve sent everything you asked for to your email."

Thank you very much, hejhej123, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([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.

Hello hejhej123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Thanks for the help so far, I’m keeping my fingers crossed.

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 hejhej123,

we are extending the timer again, as we want to try to establish contact with the casino once more. We have received a response recently, there was no meaningful progress reached just yet however. If there are any new developments on the matter, please keep us updated.

Dear hejhej123, 

I am sorry to confirm that since we haven’t received any meaningful response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected]

The casino can reopen this complaint anytime.