Bets Bunny Casino - Pelaajan tiliä ei ole suljettu pysyvästi.

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.

Betreff: Betsbunny Casino – Kein dauerhafter Selbstausschluss und Antrag auf Rückerstattung

Beschreibung des Sachverhalts:

Ich reichen hiermit eine formelle Beschwerde gegen das Betsbunny Casino ein, da dieses schwere Versäumnisse beim Schutz eines gefährdeten Spielers mit Spielsucht gezeigt und sich geweigert hat, mein Konto ordnungsgemäß und dauerhaft zu schließen.

Mein zeitlicher Ablauf der Anträge ist wie folgt:

07.07.2026: Ich habe den Support kontaktiert und ausdrücklich erklärt: "I am asking for self-exclusion due to gambling addiction." Das Casino hat es versäumt, mein Konto zu diesem Zeitpunkt dauerhaft zu schließen.

17.07.2026: Ich habe eine formelle E-Mail mit dem Betreff "Formal Request for Permanent Account Closure and Withdrawal of Consent for Data Processing" sowie einem unterschriebenen Formular zum Selbstausschluss gesendet. Das Casino hat darauf nicht dauerhaft reagiert.

23.08.2026: Ich habe einen weiteren Antrag eingereicht. Als Antwort behauptete der Support von Betsbunny, sie hätten nur einen vorübergehenden Selbstausschluss von 1 Monat angewendet, da dies der „maximale Zeitraum" sei, den sie einstellen könnten, und das Konto danach automatisch reaktiviert würde.

Indem das Casino es versäumt hat, mein Konto nach meinen ausdrücklichen Erklärungen einer Spielsucht ab dem 07.07.2026 und 17.07.2026 dauerhaft zu schließen, und stattdessen eine einmonatige Frist erzwungen hat, hat es gegen die Standards für verantwortungsvolles Glücksspiel verstoßen.

Daher fordere ich die Unterstützung von Casino Guru bei Folgendem:Das Betsbunny Casino zu zwingen, mein Konto dauerhaft und unwiderruflich zu schließen.Mir bei der Rückerstattung der Einsätze zu helfen, die nach meinem ersten Antrag vom 07.07.2026 getätigt wurden.

Alle unterstützenden E-Mail-Screenshots und unterschriebenen Formulare sind als Beweismittel beigefügt.

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.

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

I have sent you everything available via email. Thank you very much!

(I have sent you all available documents by email. Thank you very much.)

Ich habe Ihnen alles Verfügbare per E-Mail geschickt. Vielen Dank!"

(или по-изискано: „Ich habe Ihnen sämtliche verfügbaren Unterlagen per E-Mail zukommen lassen. Vielen Dank.

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.