Bets Bunny Casino - Player’s withdrawal is delayed.

Sehr geehrte Damen und Herren,

Ich habe mich vor einigen Wochen bei Betsbunny24.io registriert und auch nach einigem hin und her mit KYC drei Auszahlungen in Höhe von 500€ erhalten.

Bei der vierten Auszahlung habe ich heute diese Mail erhalten.

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Ich bitte sie um Hilfe es entspricht nicht der Wahrheit was das Casino in der Mail behauptet.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets Bunny Casino.

Our position regarding the maximum bet breach is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is [email protected]

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Vielen Dank für die schnelle Antwort Ich habe eine ausführliche Mail an sie geschrieben.

Danke für die Mühe.

Mit freundlichen Grüßen

******

Kleine Updates zu meinem Vorfall ich habe mit dem Bonus den ich am 24.06.25 gespielt habe, am 27.06, 30.06 und 07.07 jeweils eine Auszahlung in Höhe von 500€ bekommen. Ich habe dann täglich seit 25.06 bis vorgestern täglich gespielt und konnte einen Gewinn in Höhe von 18500,03 € ansammeln, der Betrag wurde wie gesagt gestern den 09.07.25 gelöscht. "Taken to System" siehe Anhanng

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Wenn ich den Support Kontaktiere dann kommt als erster Spruch das "ihre Entscheidung endgültig ist" das mein guthaben gelöscht wurde, es sind immer wieder die gleichen Antworten.

Und wenn ich danach frage ob sie mir eine Auskunft geben können welcher Umsatz genau falsch ist können dürfen oder will mir der support keine Auskunft geben.

Ich würde gerne klar stellen wo mein Fehler gewesen sein soll.

Vielen Dank für Ihre Hilfe

Mit freundlichen Grüße

*****

Thanks for the information provided.

• Was there any notification or clear signal on when you completed wagering of the bonus?
• Do I understand correctly that after the wagering of the bonus was completed and payouts were available for you to request, you continued to play with the winnings above the maximum bet?

Please let me know if my assumptions are accurate or not.

Looking forward to your reply.

Es gab kein Signal aber nachdem der Bonus und Echtgeld aufgeteilt war konnte ich ja bei den Live Spielen mit der Hälfte des Echtgeld spielen. Also 79€ echtgeld kann ich ja so hoch spielen wie ich will? Und mit dem Bonusgeld in höhe von anfangs 79€ habe ich immer Einsätze unter 5€ gehabt. Und ja dann auch 3x 500€ ausgezahlt bekommen weil dies die Höchste Anhebung ist.

Ich habe dann danach höhere Einsätze gespielt als die Umsatzbedingungen erfüllt waren das ja auch legitim ist?!?

Nur bei der 4. Auszahlung wurden dann 18500,03€ abgezogen so dass das Konto auf Null war wegen dem Beschriebenen Vorwand des Betsbunny Casinos das davor ja auch kein Problem dargestellt hat und ich 3x 500€ ausgezahlt habe und auch keinen neuen Bonus mehr aktiviert habe.

Was mich stört ist das der Support des Casinos mir keine Auskunft geben will was ich falsch gemacht habe. Das riecht nach Betrug.

Sie schreiben immer wieder das ihre Entscheidung Endgültig ist Obwohl in den Geschäftsbedingungen was anderes steht das es an die Glückspielbehörde weitergeleitet werden kann

Ich bitte diesen ganzen Fall zu löschen, nachdem meine Email adresse zu sehen ist.

Es steht tatsächlich in den AGB also das Geld ist weg,...

Thanks for your reply.

I apologize for the oversight. The sensitive screenshots were removed from the thread.

With your permission we'll continue the complaint and ask for an explanation from the casino.

Looking forward to your reply and decision.

Danke für die Hilfe,

Ja bitte die Beschwerde weiterführen.

Es ist sehr frustrierend das das Casino so gehandelt hat, weil wenn es danach geht hätte ich die 3x 500€ auch nicht bekommen dürfen,...

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

Hello hoomer92,

I'm Michal, and I have taken over your complaint. I have reviewed this case, including your game history that you shared with us, but I'm afraid I might not have good news for you.

If I understand it correctly, this is where you claimed and received the bonus:

Right after you received the bonus, you placed multiple bets that exceeded the maximum bet limit of €5, as it's clearly mentioned in the bonus T&Cs.

Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard, as every casino can operate on its own platform software. We always strongly advise players to familiarise themselves with the casino bonus policy and the specific rules for any bonus or tournament prior to participation and follow them. You ultimately agree with the bonus rules when you register your account and when you claim a bonus. A lack of awareness regarding the rules, sadly, does not constitute a valid justification for non-compliance.

While I can reach out to the casino team for their reaction, I'm afraid in this instance, there is nothing that can be done, as you indeed placed multiple bets that exceeded the maximum allowed bet amount while playing with an active bonus, which is, as you can imagine, a violation of the rules. The email response you received from the casino team is sadly correct. Considering the casino allowed you to withdraw 3x 500 from your winnings, which in theory they were not obliged to do because of the above-mentioned reasons, it can be considered a goodwill gesture. In most cases, all the winnigs are confiscated when a rule violation is detected.

I understand that this response is not the one you had hoped for, but I'm afraid you are not entitled to receive any further winnings in this instance.

Please let me know whether my response has clarified the situation for you or if you require assistance with anything else.

Alles klar dann kann man nichts machen.

Können sie mir helfen das das casino mein Konto sperrt und mir keine Emails mehr sendet.

Ich habe keinen Haken das ich werbe Material bekommen möchte und ich bekomme fast täglich Bonus Angebote.

Bitte ich möchte das casino nicht mehr spielen

Dear hoomer92,

Thank you for your confirmation. When it comes to closing your account, please reach out to the casino team directly either via livechat or via email [email protected], as we cannot do this for you.

As it's mentioned in the casino's terms and conditions

Additionally, you should be able to "unsubscribe" from the promo emails in your account, or there should be a link in the footer of the promo emails where you can click to unsubscribe. If any of those options are not available, you should be able to "blacklist" the email address in your email client.

This being said, can I proceed with closing your complaint, or do you require assistance with anything else?

Das Casino will is win Formular verwende, dort kann ich aber nur 1 Monat auswählen, ich möchte aber das mein Konto dauerhaft geschlossen wird.

Das casino schließt per Mail nicht, ich soll das Formular verwenden. Ich bekomme jeden tag Emails. Habe ich auch schon mehrfach gesagt das ich keine mehr erhalten will

Dear hoomer92,

I see. What response did you receive from the support team? What was the reason from them not to close your account via email?

Additionally, I was trying to create an account from Germany in Bets Bunny Casino to double-check if there is an option to close the account in the account itself and check the self-exclusion options, but I noticed that Germany is not listed in the registration form at all. Neither in the German version nor the English version of the site, how did you manage to register?

What details, especially in regards your address or residency, have you used for registration?

Ich konnte mich aus Deutschland registrieren. Vielleicht wurde das geändert?

Dear hoomer92,

It is possible that it has indeed changed; however, according to the information my colleagues from our data team were able to gather, Germany was not an acceptable country even before you registered. We also provide this information in the casino review.

Considering that even I was not able to register from Germany, as I showed above, I'm wondering how you managed that?

Anyway, what was the reason from the casino team not to close your account via email? What response did you receive from the support team?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear hoomer92,

We are pleased to hear that your issue has been clarified/resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru