Bets Bunny Casino - Player's winnings have been confiscated.

Betsbunny has confiscicated my Money because a breach of Paragraph 58.3.3 of their T&C but their T&C ends with Paragraph 25. 

https://betsbunny24.io/templates/terms_and_conditions

I did never accept any Paragraph 58.3.3 when I registered my Account because it does not exist.

It is a formal error from their side and the deduction is void

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Dear 86Lukas,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Bets Bunny Casino. After reviewing the casino's terms and conditions, I found the rule in question in the different GEO location however.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Have you played without VPN?
• Are you currently located in Germany?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hi Katarina,

my Account is closed meanwhile.

I have never used a VPN and I am from Germany.

I want to add the following Information:

Please look at the different Wording for No-Deposit and Deposit Bonuses. The Representative is well aware of the different wordings, and there are many complaints because of this. His statement is that it means the same.

This is how they trick players and continue to steal funds, it would take them one Minute to change the wording.

"Max Winnings" can mean anything, while "Max Amount of Money that can be won or withdrawn" is clear.

Regards

Let me recap their Email:

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €2,996.48 has been removed from your balance due to the breach of the following Terms & Conditions: 58.3.3

I have several witnesses now, that can confirm, including you, that the Rule is not available in the German Geo-Region.

Therefore I have never accepted this Rule with my registration.

In Germany the Rule is in D.2

From a legal standpoint, the confescication has been made based upon a Term that I cant breach because I have never accepted it, its void.

You know what the Casino did tell me dozens of times?

• Please be informed that our decision is final
• Please note that the conclusion reached by the designated department is final and cannot be revised.
• 
  

If the decision cant be revised and is final, then they also cant say now "Oh sorry, its in D.2"

They have made a blatant mistake here and I demand the remaining funds to be paid out.

Dear 86Lukas,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi @Katarina I have forwarded you the Emails/Screenshots of Chat

Dear 86Lukas,

thank you for your reply and your emails.

Upon further searching, I found this rule:

D.2. Maximum winnings from any Deposit Bonus offer depends on the percentage (%) of the deposit offer and it is as follows:

a) 200% and above Bonus threshold, are limited to three (3x) times the initial deposit amount.

b) 150%-199% Bonus threshold, are limited to six (6x) times the initial deposit amount.

c) 120%-149% threshold, are limited to eight (8x) times the initial deposit amount.

d) 100%-119% threshold, are limited to ten (10x) times the initial deposit amount.

e) 25%-99% threshold, are limited to twelve (12x) times the initial deposit amount. Any winnings above these limits will be forfeited.

• Where you aware of this rule?

Looking forward to your reply,

Katarina

Hi Katarina,

I was aware of the rule after they haven stolen my money because of course i wanted to understand why.

It does not change anything about the fact that they accused me of breaching a specific rule (58.3.3) that I did not accept with my registration.

And lets stick with Rule D.2/58.3.3

Why is there a different wording when it means the same? This is a predatory tactic to trick players.

Rule D.2 does only explain why Funds have been deducted after the Bonus has been completed (which is absolutely ok for me), but it does not explain the manual deduction two days later when I requested a withdrawal.

I have attached a screenshot of the exact timeline:

Dear 86Lukas

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, Michal (michal.k@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,

Katarina

Hello 86Lukas,

I'm Michal, and I have taken over your complaint. I have reviewed this case and noticed that you already submitted a complaint about Bets Bunny Casino, cca a month ago and based on your response in the complaint thread at that time:

I must admit, I am quite taken aback that you chose to continue playing at this casino. What prompted this decision? Typically, when players face challenges in a casino that has, shall we say, a far from ideal safety index rating, they tend to stop their play and seek out better options.

After reviewing your replies and the evidence you provided, it does appear that the casino limited your winnings on two separate occasions. This practice is something we do not view as fair, especially if the funds in question should be treated as real money; therefore, any bonus conditions should no longer be applicable. However, given that you willingly persisted in playing at a casino with a poor reputation and a history of questionable practices, I find myself questioning your surprise.

Additionally, the casino has several outstanding complaints and has disregarded our attempts to engage them in resolving these issues. To be candid, the likelihood of a favourable resolution to your case seems very slim.

I wish I could convey better news, but I felt it was important to be forthright with you, and I trust you appreciate our considerable limitations in offering any assistance in this instance.

That said, I will make an effort to contact the casino to explore if there is any way I can facilitate a change.

We would like to invite Bets Bunny Casino to join the conversation.

Dear Bets Bunny Casino,

Could you please explain how the player was informed that, should they continue to play with the funds previously capped under the bonus rules, the maximum win limit remains applicable? Without clear communication to players regarding this limitation, it creates an unfair situation where they risk losing their funds while only being able to win a limited amount. This certainly does not align with our understanding of fair practices we expect from casinos.

If there are any additional factors pertinent to this case that maybe cannot be disclosed publicly, please feel free to send them directly to me at michal.k@casino.guru.

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 86Lukas,

I have tried to contact the casino repeatedly, but as expected, have 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. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curacao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion. I highly suggest that you take the time to read the reviews for each casino and only participate in well-established casinos that have received high ratings. This will help reduce the chances of encountering similar issues in the future.

Best regards,

Michal

Casino Guru