Godbunny Casino - Player’s account was closed.

Hello, I send you a complaint about Godbunny Casino (Godbunny B.V., who operates under license reference 1668/JAZ issued to Curaçao eGaming).

On July 16, I received a message from the casino about the successful verification of my account.

On August 1, I received a message from the casino about blocking my account and confiscating 1300 USD.

The casino accuses me of violating paragraph 14.7. of the terms and conditions. I assure you that the casino's accusations are wrong.

On August 2, I sent an official complaint to the casino, but it remained unanswered.

Please do not reject my complaint. I will be grateful if you can help resolve the dispute.

Dear biggym2333,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

14.7 Where we close Your Account and terminate the Terms of Use pursuant to 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). Closure of Your Account and Termination of the Terms of Use, other than pursuant to paragraphs 12 or 21 of these General Terms, will not affect any outstanding bets, provided that such outstanding bets are valid and You are not in breach of the Terms of Use in any way. For the avoidance of doubt, we will not credit any bonuses into Your Account, nor will You be entitled to any contingent winnings, at any time after the date on which it has been closed (whether by us pursuant to the Terms of Use, or in response to Your request).

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Hello!

In response to your message, I provide the requested information: I have accumulated my winnings without using any bonuses.

The correspondence between me and the casino has been forwarded to kristina.s@casino.guru.

Thank you for your attention.

Thank you very much, biggym2333, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, biggym2333,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Godbunny Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello Branislav,

We answered to you on the mail with evidence and why we closed the players account.

The account of the player was closed after information of our game provider that his behavior and his practices are violating our "Par. 13. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY".

For this reason we proceeded with closure of the players account and we informed him immediately for this.

According to "Par. 14.7 Where we close Your Account and terminate the Terms of Use pursuant to 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)"

For the above reasons we believe that we act under our Terms and Conditions, protecting our legal rights.

Thank you,

Dear Guru! Please let me know if the casino really provided direct evidence that I violated the rules? The casino's accusations are not based on assumptions?

I am not a fraudster!!! I have never committed any criminal acts against the casino.

Dear biggym2333,

Yes, they partially did, but I requested a few more details. As for the second question - the tactic was confirmed, but we need to review the additional details to fully understand the situation and circumstances.

In the meantime, while we wait for the casino's email and additional details, please provide me with the information on what exact game(s) you played at the casino.

Dear Godbunny Casino team,

Thank you for your email and the information provided.

Can you please look at my last email regarding the case and provide me with the requested?

Hello! I played live casino, blackjack.

Hello Branislav,

We already sent you the requested details.

Thank you,

Greetings all,

Thank you both for your replies, and the Godbunny Casino Team for the requested details provided via email.

I am extending the timer for myself, and in the meantime, I will discuss the matter internally with the team.

I will inform you about the results of our internal discussion tomorrow.

Thank you for your patience and understanding.

As promised, I am back with an update after having an internal discussion with the team.

The team decided we would need more details regarding the user's game sessions and activity.

Dear Godbunny Casino Team,

Can you please look at my email and provide the requested?

I sincerely believe that after reviewing the requested details, we will be able to make a final decision regarding the matter.

Thank you.

Greetings all,

Based on the update received from the casino representative outside the thread, I am extending the timer.

Thank you for your patience and understanding.

Hello Branislav,

Thanks for the last extension. As we are trying to provide you with much more details and information, we have been send you via email today the players login attempts as we received them from the game operator and/or by our developers.

We remain at your disposal for any further information needed.

Thank you,

Greetings all,

I am sorry for the delay.

Dear Godbunny Casino Team,

Thank you for your email and additional details.

Can you please look at my last email regarding the matter, sent a while ago, and provide me with the requested information?

Hello Branislav,

We are still collecting the information you asked about and we hope to have them by the end of the week.

Please accept our apologies for any delay.

Thank you

Sure, no problem. Thank you for letting us know. Feel free to inform us when you have the requested details.

Thank you. Looking forward to hearing from you.

Hello Branislav,

We are still collecting the information you asked about and we hope to have them by the end of the next week.

We apologize for the delay.

As soon as we will have the requested information we will get right back to you.

Thank you.

Hello,

Sure, no problem, I am extending the timer (until next week Thursday since Friday is a bank holiday here).

Thank you. Looking forward to hearing from you.

Hello Branislav,

I answer to your mail with your questions and wait you feedback.

Thank you

Dear Godbunny Casino Team,

I replied to your email a while ago. Waiting for your next email.

Thank you, looking forward to hearing from you.

Hello Branislav,

I read your mail and answer to you.

Thank you,

Great, thank you very much, waiting for further details as we discussed via email.

Feel free to let me know once you have the necessary information.

Looking forward to hearing from you.

Greetings all,

Dear Godbunny Casino Team,

Any news regarding the case and things we discussed outside the thread?

Thank you.

Hello Branislav,

We have been answer to your mail and informed you about the Game Provider checks.

Thank you,

Dear biggym2333,

We are extending the timer. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.