Bets Bunny Casino - Player requests refund after account closure was ignored.

Hi,

On June 17-2025 i requested for my account to be closed because of a gambling problem. The email stated "Hi, i would like to permanently lock my account because I have a gambling problem".

Instead of locking my account i was offered a 10 euro bonus. To reel me in and keep playing. Because of this i lost over 300 euro more after my account should have been closed. Money i could and should not have been able to loose.

I therefore ask for a refund of all deposits made after June 17-2025

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

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Thank you for your patience, and stay safe.

Hi,

Sent everything

Dear player, could you please confirm whether you filled out the self-exclusion form the casino sent you in their email?

Additionally, has your account already been closed?

Have you made any further requests to close or exclude your account since your initial message on June 17?

Hi,

I did not not fill in the form because i was lured to keep playing by being offered 10 euro bonus. This off course led to more deposits and more losses.

My original email clearly stated why i wanted my account locked and for how long. Instead of listening they made the process more difficult AND offered a bonus. This goes against everything with responsible gambling.

After the losses i sent another email demanding my account closed because of my gambling addiction, same reasoning as before. And asked for a refund for breaching of responsible gambling. The account was then closed without any form, the refund refused.

Dear player, could you please let me know the exact date when your account was finally closed?

Also, would you be so kind as to forward me the communication with the casino related to the final account closure?

Hi sent you everything i have. The account was locked around 26/6

Dear player, thank you for the update and for sending over the communication.

Could you please let me know on which exact dates you made the deposits after your initial request on June 17 to permanently close the account due to a gambling problem?

Hi,

Unfortunately i cannot se that since my account is closed

Dear player, since you no longer have access to your account, would it be possible for you to check your bank statements, e-wallet history, or any other payment method you used to deposit at the casino? This could help identify the exact dates and amounts of your deposits made after June 17, 2025.

Hi,

No confirmation emails were sent and the transactions are not named after the casino so i cannot know exactly which they are. I have sent an email to the casino asking for a list of my transactions. Dont know if they will answer

Dear player, could you please forward me the exact email you received from the casino in response to your message on June 17, where you clearly stated that you wished to permanently close your account due to a gambling problem? I would like to see the part where they mention a form to be filled out. You can send the email directly to me at: [email protected].

Hi,

Unfortunately i only have a screenshot left of the answer, sent it.

Dear player, you were able to forward me your original request to the casino, so why are you now unable to forward their response to that request? Could you please clarify?

Hej, jag har tagit bort svaret så det finns inte kvar i min mailkorg tyvärr

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Kottig,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

[email protected]