HomeComplaintsGodbunny Casino - Player's account has been closed for suspected fraud.

Godbunny Casino - Player's account has been closed for suspected fraud.

Amount: €14,000

Godbunny Casino
Safety Index:High
Submitted: 26 Aug 2024
Case opened Current status

Waiting for casino to reply

1d 0h 15m 31s

Case summary

6 days ago

The player from Italy had his account suspended during the KYC process due to suspected fraud, with €14,000 in his account. He disputed the casino's claims of duplicate accounts and self-exclusion, stating he had no record of a past account and had not used any bonuses. Despite multiple requests for evidence from the casino, the player reported a lack of transparency and communication, which led him to consider legal action. The Complaints Team confirmed that the case was under investigation by the regulatory authority and closed it, awaiting a final decision

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2 months ago
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I've seen everything, but this is new to me.

My account was suspended during the KYC process for suspected fraud and/or false communications with €14,000 inside.

No bonuses used.

Please contact the casino immediately and provide an explanation.

I want my winnings!



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2 months ago

Dear carsix79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • When did you create your account?
  • Can you please clarify which documents you provided? Were they all up-to-date, unedited, and belong to you?

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,

Kristina

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2 months ago
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I played slots and live roulette


I created the account on August 23rd


The documents sent were an ID, a selfie with an ID and a household utility bill. Of course, the documents were all my property, updated and unmodified. The same ones I always send to other casinos.


I made about €4500 in deposits and eventually managed to get almost €14000 in balance which now they do not allow me to withdraw.


I have not broken any rules and I want my winnings paid out.

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2 months ago
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I have sent emails to support to ask why my account was blocked and I am not getting any answers.

I asked in chat and they refuse to give me an explanation.

If my account is blocked I want to know the reason even if I know there is no reason.

I am tired of always facing these problems with these casinos that do everything every time not to pay the winnings.

It would be appreciated if the casino was contacted as soon as possible to resolve this matter.


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2 months ago
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I received the response from the casino and as I imagined there is no fraud on my part but only pathetic excuses for not paying my winnings

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First of all I don't remember having had another game account opened in the past at this casino. But even if I did I have never used bonuses so there is no "fraud". I could have also opened it and closed it without depositing money because I have no memory of this account being opened.

They're making me look like a criminal for this!?

Regarding self-exclusion, I don't remember having self-excluded myself in their casino, also because otherwise I would have been blocked during registration since the personal data entered are always the same.

These are all excuses to not pay my winnings because I have not committed any fraud.

In fact, I am currently the victim of the fraudulent behavior of the casino that pocketed €4500 in deposits and unfairly withheld my winnings.


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2 months ago
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This is my answer to the casino

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2 months ago

Thank you very much, carsix79, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

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2 months ago

Dear carsix79,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.


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2 months ago

Hello,


As we already inform the player, his account was closed by us, during several violations of our Terms and Conditions.


We paste bellow the mail that we already sent to the player,


"Hello Mxxxx,


We would like to inform you that our legal department, after an investigation, has determined the violations of our Terms and Conditions below from your side.


1.    Duplicate Account


According to our Terms and Conditions, you are prohibited from creating multiple accounts at our casino.

Our anti-fraud system identifies some same parameters on your account for an account registered on our website with the mailing address mxxxxxxxxco@libxxx.it (we add x on the mail for personal date violation)


Furthermore, on 24/08/2024, on our question, if this email address belongs to you, you accept it.


Paragraph 13 specifies that opening any Duplicate Account is an act of Collusion, Cheating, Fraud and Criminal Activity.


Also, paragraph 14.7, where we close Your Account and terminate the Terms of Use under Collusion, Cheating, Fraud and Criminal Activity or Breach of the Terms of Use, the balance of Your Account will be non-refundable and deemed to be forfeited by You to the extent of any claim that we may have against You as at the date of such closure (whether under Your Account, a Duplicate Account or otherwise).


2.    Gambling Addiction – Self-exclusion


Except from the above, after investigation, we have reasonable suspicion that you are a gambling-addicted person, and you hide it from us.


Paragraph 4 of our Terms and Conditions states that when you open an account, you warrant that 


"You have not been excluded from gambling".


Also, upon registration and/or sign-up, you confirm that "you have not self-excluded from any gambling website in the past 12 months" and we strictly believe that your acceptance of this was not in good faith.


The investigation is still ongoing because we strictly believe that your acts are and your behavior is to try to cheat and/or fraud online casinos.


We strictly believe that you sign up for online casinos and use unfair tactics and/or with the purpose of blackmailing them to win money and/or to ask for your money back if you lose.


We are sending you this e-mail without prejudice to all our legal rights against you for acts of deception and/or threats and/or public defamation"


After this mail the player as we noticed, he create complaint here, he continues to threat us threw Casino Guru Forum and he state also a complaint against us to our regulator (CEG).


We answer to CEG, we provided the necessary information about the player and his behavior and we are awaiting their answer and how we should proceed with that case.


Furthermore, our legal department, continues an investigation against the player for further violations of our Terms and Conditions.


As we mentioned to the player we will keep protecting all our legal rights and we are ready to take any action will be necessary according to the laws and to protect our reputation.


We are also been ready to provide you with any other evidence you need for that case.


Thank you.

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2 months ago
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You have reeled off all sorts of accusations with names like criminal, cheat, colluder, etc. etc. but you have not brought any evidence that I have committed fraud against you.

It seems to me like the situation where the ox calls the donkey horned.

In fact, if anything, I should feel offended since I deposited approximately €4,500 into your casino and you unduly withheld my legitimately obtained winnings.


Let's start with the duplicate account.

I don't remember having opened a gaming account at your casino in the past, so much so that I tried to enter the name Godbunny in the search engine of my email inbox and nothing comes up.

I swear I have no memory of a previous account but even if it were true where is the fraud on my part given that I have not taken advantage of any welcome bonus?

I have also asked you over and over again to send me the details of the previous game account with the date, the movements made and above all any bonuses used to understand if I can be blamed for any bonus abuse.

No evidence sent!


Second question: self-exclusion

Again I repeatedly asked the casino for proof that I had excluded myself from their casino knowing for a fact that I never did so.

No evidence sent!

Then write: you confirm that "you have not self-excluded from any gambling website in the last 12 months"

Are you serious?

Where would this be written in your terms and conditions? What casinos have I self-excluded from in the last 12 months? What kind of fraud would this be to you?

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But even if I had excluded myself from a casino other than yours it would have no effect on you. Also because if I had lost instead of winning you certainly would not have refunded me the deposits made based on this pretext of yours.

For you this is a win-win situation and it is predatory towards the players.

Even on this issue, therefore, I do not see any fraud, deception and/or advantage acquired on my part over you.


Finally, I did not threaten you on this forum, I just got pissed off by the injustice I suffered and I reported the facts as they happened.

You can continue all the investigations you want but you are just looking for a pathetic way to scam me by not paying me the winnings.

I have never used bonuses at your casino, I have only deposited, played and won.


As you see Jozef the casino has not shown anything at all that could prove any fraud on my part towards them. It is just a pretext for not paying.

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2 months ago
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Fair Gambling Codex

Player Verification and Duplicate Accounts:


The casino's point of view

Casinos only allow players to create one account to protect themselves from bonus abuse. Opening multiple accounts and trying to claim the welcome bonus more than once is one of the few ways players can use to gain an edge over the casino, or at least reduce the casino's edge. This is why it makes sense for casinos to protect themselves by closing duplicate accounts.

The player's point of view

Some players create multiple accounts on purpose (to abuse the welcome bonus), but sometimes it happens that players simply forget that they have already registered an account at a casino and unknowingly create a new account.

In any case, we believe that players should not worry about accidentally creating duplicate accounts at the same casino.


Our position

We believe and hope that checking for duplicate accounts during account creation will become the industry standard in the future and players will be better protected.

In the meantime, each case should be considered separately. If the casino finds that a player has created five separate accounts and claimed the full bonus amount on each of them, it is likely a bonus abuse and the casino has every right to penalize him. On the other hand, if a casual player mistakenly creates two accounts and does not even claim the bonus, the casino should not penalize him just because it has a rule that can be used against him.

Our casino tips

To avoid duplicate accounts, it is feasible and effective to check for duplicate accounts during the account creation process. We do not mean a full KYC (know your customer) procedure that would involve identity verification, but a quick check of combinations of personal data that would be shared by two separate people only in very rare exceptions, such as first name, last name, and date of birth. If the casino does not ask for this information during the registration process, they should start doing so.

In most cases there will be no match and the casino may allow the player to play, triggering a full KYC process only when the player submits the withdrawal request. However, if the casino gets a match, it is likely that the player already has an account. In these cases, notify the player and/or ask them to complete a KYC process to ensure they do not already have an account.


If this is not technologically feasible, the casino should not punish players who have unknowingly created a second account and did not intend to abuse the welcome bonus . If the player has not caused you any harm, it is best to contact them and find a mutually acceptable solution, such as keeping one account open and closing the other(s).

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2 months ago
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Dear casino representative, I ask you here publicly since you ignore me via email.

Could you please send the account details that I am not aware of having opened with the cash movements and bonuses used?

Can you also confirm to Jozef that I have not used any welcome and/or deposit bonuses on the current account you have blocked me?

You claim I'm self-excluded.

Can you send me proof that I have self-excluded myself at your casino prior to opening this account that you have blocked me?

This is information I've been asking you for a week and you won't give it to me.

This is essential information to understand if I have committed any fraud against you.

Thank you.


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2 months ago

Dear Godbunny Casino team,

Could you please provide evidence to support your claims? You can forward them to my address mentioned below.


jozef.k@casino.guru

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2 months ago
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Hi Josef,

Despite my reminders I have not received any proof from them yet. I am being completely ignored.

This behavior is not correct and can be traced back to a fair casino.


I would also like to receive this evidence since I am the person directly concerned (date of opening of the previous account, cash movements and bonuses used). I want to remind you that on my current blocked account I have not used bonuses.


On August 24th before my account was verified by the KYC department they deceitfully sent me an email asking for confirmation of my email address. I found this question strange but responded unaware that I could have another account with that email address.

After the notification of account suspension I checked my email and found no trace of this casino until 2010.

I usually always leave a trace of a casino where I opened an account and deposited money.

So if it was opened in the past I don't think I even used it. If it was used I would like to have the details of the movements and bonuses used if any.

If it is as I think, can it be defined as a duplicate account and does it justify such a serious fraud charge as to withhold my winnings?

I have played at many casinos and have never been accused of a duplicate account because I would NEVER open a duplicate account knowing that it would be immediately discovered by the casino and is against their terms and conditions. But I also know that if it were done by mistake it would be considered bonus abuse. And that is why I never accept welcome and/or deposit bonuses.

I made 6-7 deposits at Godbunny without selecting any bonuses.

So I have yet to figure out where the fraud charge lies in my case.



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2 months ago

Hello Joseph,


We sent you e-mail with evidence and our position on this case.


We still investigating the player's behavior and we remain at your disposal if anything else needed.


Furthermore, we strictly believe that from the time that the player state a complaint at CEG which is the legal licensor of our brand. this case should be close here.


Thank you,

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2 months ago
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Are you investigating my behavior?

But do you realize what you are writing?

Stick to the facts and prove what you accuse me of instead of slandering me without proving anything.

Please send me the proof too, I've been asking you for a week.

I hope you change your attitude because I'm getting tired of hearing this nonsense.

It seems like you are looking for and investigating things that don't exist just to find an excuse not to pay.

I am also considering taking legal action to obtain compensation for the stress caused and the time I am wasting chasing after you.

Do you want to close the case? Why?

If you have irrefutable evidence of me defrauding you, you should not be afraid to address this complaint.


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2 months ago
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Since I am also investigating your behavior, I wanted clarification from the casino on this matter.

A few minutes ago I received a promotional email from one of your affiliate casinos (Bullsbet.io) inviting me to register on their casino.

Same graphics, same terms and conditions, same registered office and same statutory director (Guardian Corporation Curacao BV).

I guess it's a coincidence.

How can it be a coincidence that on Friday 23 August (a few hours after opening the game account on Godbunny) I received a contact via WhatsApp from a fake operator from Cyprus who initially pretended to be an agent of Fintex and then of Trustwallet. All non-existent companies. He wrote nonsense and asked me some questions to glean some information about a casino and I played along to understand who he really was. Of course I didn't think at the time that it was the work of the Godbunny casino but now I have some doubts given what happened.

Dear casino, can you confirm that you have nothing to do with this?

Regarding the promotional email, why was it sent to me since to you I am a scammer, criminal and cheat?

Is this another way to steal more money from me?



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2 months ago
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Hi Jozef,


Did the casino provide you with this information about this alleged duplicate account?

-registration date

-casino name

-game account holder

-personal account data

-account balance and movements

-bonuses used


This is my first time playing at this casino and I cannot be accused of duplicate account.

This is clearly a clumsy attempt to blame me for something that doesn't exist and it's obvious that the casino is trying to cheat me and deprive me of my winnings.


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2 months ago

Dear carsix79,

thank you very much for your patience. I confirm receiving the evidence from the casino, and I have evaluated it. Since I was sick, it took me a bit more time, but I need more information from the casino's side to determine if the confiscation was justified. As of now, it appears that you had two accounts with them; however, we need more information about the older account, as it may have simply been forgotten and not used.


Additionally, I would like to point out that, although you have many threads about gambling problems on our site, this is not a sufficient reason to confiscate your winnings, so we should focus solely on the multiple account accusation. The player should neither win nor lose simply because the casino is aware of a gambling problem, and such an account should be blocked as soon as possible. However, this should not be used as a justification for confiscating winnings.

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2 months ago

Dear Godbunny Casino team,


I have just responded to your email and I kindly ask you to more information about these duplicate accounts. Please, let me know if you have any questions.

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2 months ago

Hello Josef,


We hope you are back well and sickness is passed.


We will answer to your mail shortly.


Furthermore we remain at our statement and we strictly believe that from the time that the player state a complaint at CEG which is the legal licensor of our brand this case should be close here.


We understand your position but we believe that you cannot replace or overtake any other official authority.


Thank you,


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2 months ago
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The aspect that bothers me most about this story is that I have been accused of fraud when in fact it is the exact opposite.

Furthermore, the casino has a less than transparent and unfair behavior by obstructing my continuous requests to have the details on this alleged duplicate account. I have asked several times via email and chat if the account they are talking about has been registered, used and if I have taken advantage of any bonuses.

Even though the casino is clearly aware that this account that it calls duplicate does not even have my personal data registered and no account movements, it does not want to step back and admit that it was wrong. It is clear that yours is just a futile attempt to not pay me the winnings.

You've got yourself into a dead end but you still have time to save face and pay me the winnings immediately. You're abusing my long-exhausted patience.

You did not provide any evidence to CEG, just a screenshot with an email address without personal data and account movements.

Do you consider that a duplicate account?

On the screen you provided regarding my current account instead there were my personal data, registration date, balance, deposits etc..

You had to trick me into asking if the email address was mine because you didn't even know who owned that supposed account, which I still don't know about!

So I ask you:

are you going to pay my winnings or do you want to continue on this path?

Also since you are promoting your casino in this forum you also agree that the complaint will be processed as it is also useful for other players to know what they are getting into if they sign up to your casino.






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2 months ago
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Did the casino provide the details of this alleged duplicate account? They still won't answer me. And that says a lot about the seriousness of this casino.

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2 months ago

Dear carsix79,

I confirm receiving information that proves you did have an account with this casino, but it appears you closed it the day after creating it. It seems you did not use it much, if at all. As we do not want to interfere with the investigation by the licensing authority, may I kindly ask you to confirm whether you have submitted a complaint to them

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2 months ago
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Hi Jozef,

I repeat, I have no record of any account used with them in the past. Neither my bank statement nor my email address shows that I played at this casino before this account.

If the casino evidence is a video screen with only an email address without my personal data and account movements (deposits, withdrawals, bonuses used) what are we talking about?

Did you receive this information from them I wonder?

The point here is that if I had actually had a VALID gaming account in the past the casino would not have hesitated to send me concrete evidence with all the details of this alleged account.

I don't know if you remember the reasons given by the casino to justify blocking my account:

FRAUD - COLLUSION - DECEPTION

I would like to know which of these allegations have any evidentiary basis to confiscate my winnings if none of this has been proven so far.


Of course, I have filed a complaint with CEG and am eagerly awaiting a response this week as the casino has only provided a video screenshot of the above which does not even contain the name of the casino, my name, address, telephone, account movements.

I am very angry about Godbunny's behavior so much so that I am already taking preventive action to get legal assistance in case they think they can get away with it. Such a lack of communication and transparency makes me doubt the reliability and seriousness of the casino.

If you want, you can close the complaint as unresolved since you have already seen my reasons.

I'll let you know how it ends with the regulator but I'm confident because I had a similar experience in the past with another casino that tried a similar strategy to not pay me and in the end they not only had to pay me but they lost their license.

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2 months ago
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I noticed that my messages are still waiting for approval.

You can make them public thanks.

I tried to access the chat (from the computer since it was blocked on my smartphone) to ask for information on the account that they claim I opened with my email address " xxxxx-xxxxx@libero.it "

They immediately closed my chat before I even started asking questions.

I am speechless

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2 months ago
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Update:

The CEG responded today that the casino's evidence is insufficient for the reasons I had already described in my penultimate previous message.

After almost a month the casino continues to unduly withhold my winnings.

I give you 7 days from today to process the payment otherwise I will be forced to take legal action.

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1 month ago

Dear carsix79,


Can you please forward me your communication with the regulator?


jozef.k@casino.guru

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1 month ago
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Hi Jozef,

could you ask the casino if they plan to pay me?

A month has passed and no evidence has been provided to be charged with fraud.

This means that the confiscation of my winnings is in effect a proven fraud against me.

I have already written to the casino that I want to be paid by Friday otherwise I will not hesitate to ask for compensation through legal means.

Because of all this I also had to postpone a major surgery for my dog that was scheduled here at the end of the month.

Since the casino is aware of this, I will hold them responsible for any damages caused by the non-payment of my balance that has been unduly withheld so far.

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1 month ago
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The casino has not yet processed my balance payment.

If I do not receive the payment as agreed by tomorrow I will be forced to start legal action for misappropriation of money. I have already sent all the evidence to my lawyer in case this is necessary.

The casino has already been informed by email although of course they continue to ignore me.


In order to protect other players who may suffer the same misfortune as me, I suggest that Casino Guru downgrade the casino's rating in light of the facts set out in this complaint.

I must also add the aggravating factor of the fact that the casino, in addition to not wanting to pay my winnings, has declared that it does not even want to refund my deposits which amount to approximately €4200.

Of course I am waiting for the full balance of my account to be paid.


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1 month ago

Dear carsix79,

Thank you for providing all the info. Since the case is currently being investigated by the authority, we cannot interfere and I am closing the case as "Waiting for decision of regulator". As for now, we have not been presented with sufficient evidence proving that the confiscation was legitimate. It seems you had second account but it does not seem to be used at all. I kindly ask you to inform me when the regulator provides a final decision.

Best regards, Jozef

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6 days ago

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.


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6 days ago

Dear Godbunny Casino team,


Based on the player's statement, the regulator addressed the self-exclusion topic but did not address the multiple account accusation. Could you kindly clarify the current situation?

Godbunny Casino has 1d 0h 15m 31s to reply

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