The player from Germany filed a complaint against Betsbunny Casino for refusing to permanently close her account despite multiple requests for self-exclusion due to gambling addiction. She sought assistance to ensure her account was closed permanently and to recover her stakes placed after her initial request. We asked her for the full email threads and any casino response, and she confirmed that she had sent all available documents. As the casino had a repeated no-reaction pattern and did not cooperate with our attempts to mediate, the complaint was closed as unresolved.
Bets Bunny Casino - Player's account has not been permanently closed.
Unresolved
Our verdict
No reaction policy
Black points: 222
Amount: €1,000
Bets Bunny Casino
Safety Index 1.8 Very lowCase summary
Discussion
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3 weeks ago
Translation
Subject: Betsbunny Casino – No permanent self-exclusion and refund request
Description of the facts:
I hereby file a formal complaint against Betsbunny Casino, as it has shown serious failures in protecting a vulnerable player with gambling addiction and has refused to properly and permanently close my account.
My application process is as follows:
July 7, 2026: I contacted support and explicitly stated: "I am asking for self-exclusion due to gambling addiction." The casino failed to permanently close my account at that time.
July 17, 2026: I sent a formal email with the subject "Formal Request for Permanent Account Closure and Withdrawal of Consent for Data Processing" along with a signed self-exclusion form. The casino did not respond permanently.
August 23, 2026: I submitted another request. In response, Betsbunny support claimed they had only applied a temporary self-exclusion of 1 month, as this was the "maximum period" they could set, and the account would be automatically reactivated afterward.
By failing to permanently close my account after my explicit declarations of gambling addiction on July 7, 2026 and July 17, 2026, and instead forcing a one-month grace period, the casino has violated responsible gambling standards.
Therefore, I request Casino Guru's assistance with the following: To force Betsbunny Casino to permanently and irrevocably close my account. To help me with the refund of stakes placed after my initial request on July 7, 2026.
All supporting email screenshots and signed forms are attached as evidence.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.
- Could you please forward me the full, uncropped email threads containing your account closure requests from July and August, along with the casino’s responses? My email address is veronika.f@casino.guru. Please make sure to send me the complete messages, rather than screenshots.
- Did you receive any response from the casino to your self-exclusion request from July 7?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
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3 weeks ago
TranslationI have sent you everything available via email. Thank you very much!
(I have sent you all available documents by email. Thank you very much.)
Automatic translation:
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2 weeks ago
Dear Neli7700,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Bets Bunny Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Bets Bunny Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
