Bets Bunny Casino - Player’s self-exclusion is restricted.

Ich habe mich von dieser Seite sperren lassen und obwohl ich mehrfach sehr eindeutig geschrieben habe das ich unter einer starken Spielsucht leide haben sie mich nur für 30 Tage gesperrt sodass ich natürlich nach 30 Tage wieder spielen konnte. Ich habe sogar ein Formular von denen ausgefüllt wo ich eindeutig um eine längere Sperre gebeten habe wegen Spielsucht! Wollte das Casino aber nicht! Nun habe ich wieder um eine Sperre gebeten aber die schicken mir wieder nur so ein Formular für 30 Tage! Ich kann das nicht verstehen das das Casino sowas machen darf obwohl eindeutig auf Spielsucht draufhingewiesen wurde.

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Dear Ramona1987,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Ramona1987,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me the full, uncropped email conversations between you and the casino regarding your self-exclusion request at veronika.f@casino.guru. Thank you for your cooperation.

Ich habe ihnen die Mails zugeschickt. Seit dem 22.12.25 bitte ich darum das das konto für immer gesperrt wird aber die machen es nicht!!! Ich habe weiterhin Geld verloren

Dear Ramona1987

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, Matej (matej.l@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,

Veronika

Vielen Dank. Ich hoffe das mir geholfen wird. Ich finde das traurig das man so ausgenutzt wird.

Ich möchte dazu ergänzen das ich seit der Wiedereröffnung im Dezember bereits 900-1000 Euro einbezahlt habe obwohl mein konto im November für Spielsucht gesperrt war. Da das Casino obwohl sie wussten was für ein massives Problem ich habe mein Konto nicht dauerhaft sperren wollen. Aufgrund deswegen habe ich leider im Dezember bis vor paar Tage soviel wieder verloren habe!

Hello Ramona1987, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Bets Bunny Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Das bedeutet das Casino muss jetzt antworten? Richtig? Im November 2025 wurde mein Konto geschlossen für 30 Tage obwohl ich sogar auf den Formular geschrieben habe 10 Jahre. Ich habe ihnen sogar im November sehr viele Mails geschrieben das ich stark spielsüchtig bin. Die haben mir 10 Euro Bonus gegeben und natürlich habe ich dann weiter verloren bis ich eben den Formular ausgefüllt habe aus Verzweiflung aber die wollten mein konto nicht dauerhaft schließen und so habe ich dann ab 22.12 wo es wieder eröffnet wurde 1000 Euro verloren. Ich kann das nicht mit so einen hohen Reiz jeden Monat das erneut mit mir kämpfen!!!!

Dear Ramona1987, that is correct. For now I have all the necessary information from yourself, and now it's the casino's turn to let us know their viewpoint, and what can we do to mediate the situation to the successful resolution. But given the extremely low safety index of 1,6 and the fact we already have three other unresolved complaints with this casino - due to no reaction from their side - I am not hopeful this case will fare any better. :(

Ich finde das so schlimm, vorallem das die mein Konto nicht dauerhaft schließen möchten.

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.

Es muss ein weg geben das die mich dauerhaft sperren!!!! Das ist doch nicht normal. Sowas habe ich noch nicht erlebt. Grad weil ich schon soviel verloren habe auf ihre seite ist das risiko für mich sehr groß rückfällig zu werden!

Dear Ramona1987,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

To stay safe from this casino (and many others), I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej