Godbunny Casino - Player's real funds confiscated after canceling the bonus.

I deposited 40 euros with a 50% bonus. sail I played several hundred and dozens of times for 2 euros. I went into Casier and saw real money;about 850 euros oraz bonus money 20 euros. and wagering progress 0 / 2400.

since my game was not making any progress in wagering the bonus, you clicked.m cancel in box "bonus 20euro" they cancel also real moneys. why?

i click cancel bonus 20e

Please return real money or real moen5 with nonus. and tell me how to get it paid.

Dear kszysio,

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

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

• Could you please advise which games you played while the bonus was active?
• Have you contacted the casino regarding the issue with wagering not progressing?
• Have you contacted the casino and asked to restore your bonus balance to give you a chance to wager the bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I didn't contact you because of the lack of progress. Because in a similar casino VIPERSPIn. as well as in the ninecasino network. This is the situation when I win at the beginning and don't start playing with bonus funds, progress is not charged, the bonus can be canceled and withdrawn in real money.i.e. 50% Bonus. deposit 100 euros. balance for play 150E. if I lose 80 euros, my balance will be 50 bonus and 20 rraeal. if tera, I will win 500. I have 520 to pay and the 50 dea bonus is reject

I am sorry but I didn't quite understand your comment, kszysio.

Have you contacted casino support or not? If you haven't contacted them, please do so as soon as possible and request assistance. If you are not satisfied with the casino's assistance in the matter, please save your interaction with casino support and send it to my email at tomas@casino.guru

i contacted with casino

Thanks for your email.

I am sorry for the bad news you received from the casino. Unfortunately, it's rarely possible to restore a bonus that was canceled. If the casino support replies it can't be done, it's impossible for us to compel the casino to do anything differently.

Sadly, when your bonus is activated, most of the time you can recover the real money up to a certain point, since in most online casinos the real balance is used first.

Please let me know if there are any circumstances I overlooked or anything else that would support your case, otherwise, the complaint will be closed.

my bonus was 20e Real money 850.

wager progress =0. because the bonus turnover can only be made with bonus funds. first time plaayed real money and i win 850. I played with real only. How i can wager bonus?? if played several hundred spins and wager bonus no progress??

unreal

Thank you very much, kszysio, for clarification. I will now transfer your complaint to my colleague Matej (matej@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 kszysio,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello,

First of all, we would like to inform you that in our casino when a player decides to cancel his activated bonus, a pop-up window appears as "Confirmation" with a warning message that shows exactly how much money will be lost from Real and Bonus balance. I attached a screenshot.

So the player has the chance, even if he presses the "Cancel" of an Active Bonus to regret and not proceed.

Furthermore, as we understand the player claimed our Monthly Reload Bonus and when he received some winnings, before completing his wagering requirements he cancelled the Bonus to withdraw his winnings.

According to that Bonus terms

• All winnings because of wagering, when having an active bonus, will also be considered bonus funds, and cannot be withdrawn until the original wagering requirement has been met.

• Players can request to cancel the bonus, and, in this case, the player will receive the remains of the deposited real funds that were not lost during the game.

So the player first got warned that those funds will be loose and this is subject to our Terms and Conditions.

Thank you,

Hello kszysio,

can you please confirm that you saw the warning and still chose to cancel the bonus?

Dear kszysio,

We are extending the timer by 7 days. 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.

what warning??

I can confirm that I saw a real bonus of 800 euros and zero turnover despite the other game

Dear kszysio,

Kindly review the post from the casino representative.

In the screenshot shared, there is clear information displayed regarding the amount of money that will be lost and the amount that will be received upon cancelling the bonus.

Can you please confirm that you have seen this information and still choose to proceed with cancelling the bonus?

In what screenshot?

After an hour of playing, there was this message on my screen:

real money 860

bonus money 40

wager bonus 0

information whether he wants to cancel the bonus. Just a bonus

if you have 860 real

and 40 bonus

and you want to cancel the bonus, how much should disappear???

why was the bonus wager 0?

in other casinos of this network. e.g. Lucky reel, fatpandacasino,

if you make a deposit with a bonus. for example 40e bonus 100%

you have 80e of everything for the game.

first you play with real money, if you win then you can cancel the bonus. because the bonus wagered only bonus money.

it's the same at ninecasino, cryptoleo, Bruno and much more.

therefore, when you win at the beginning of the game when you bet with real money, the wager bonus is not counted.

I had the same thing here. wager equal to 0 and real money in the account.

I just want to restore it to the state it was before the cancellation. I don't want any money from them.

Dear kszysio,

I see that you are accustomed to a more common system in other casinos, however, how the bonus is managed is solely at the discretion of the casino. The casino representative has indicated that each player receives a message detailing the outcome of the bonus cancellation. (although I would recommend better wording for that message)

I acknowledge your frustration and would like to inquire with the casino representative if it is feasible to reinstate the bonus balance and allow kszysio to complete the bonus wagering?

I just want to restore the moment before the cancellation.

and an explanation why, despite an hour of playing gonzo quest (4e stake), wager bonus = 0.

How can you turn over a bonus in such a case?

Can wager bonus be made with real money and bonus money

Hello,

"I acknowledge your frustration and would like to inquire with the casino representative if it is feasible to reinstate the bonus balance and allow kszysio to complete the bonus wagering?"

Matej we have asked our developers if this is possible, but we assume once again that all the players before proceeding with cancellation, have been warned of the exact amount which will be lost from Real Balance and Bonus Balance.

Furthermore, as per our Terms & Conditions, not all the games are subject to wagering but after a quick check on the player's logs and activity, we didn't found any activity that match on what the player mentioned ('gonzo quest (4e stake)

Dear casino representative,

Could you please check the screenshot posted by kszysio?

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.

Hello,

Please accept our apologies for the late reply.

Unfortunately according to our developments (Platform Provider), we cannot re-activate the mentioned bonus and/or amount.

Furthermore, the screenshot with the spinning at Gonzo's Guest was made on 13/06/2024 and the complaint was submitted on "26 May 2024". With this screenshot, the player tries to cheat and provide fake information or information unrelated to this complaint.

We mentioned one more time, that the player before cancelling his bonus had the chance to see and to know the exact amount of funds that would be deducted from his balance and he proceeded with cancellation.

We remain at your disposal if anything else is needed.

Thank you,

Maybe I got the dates wrong.

Before this bonus was canceled, over 800 euros of REAL MONEY and 40 BONUS MONEY were displayed

AND QUESTION "Are you sure you want to delete BONUS MONEY?"

Moreover, the turnover after obtaining these 800 euros was 0!!!!

You are frauds with hopeless software

WHY don't you want to go back to the way it was before the cancellation?

because you have something to hide.

I don't want real money from you. Just undo the bonus cancellation. Because my cancellation was caused by incorrect software information.

Let's go back to the state before the cancellation. what harms you.

Dear casino representative,  

Could you provide a new bonus for kszysio that reflects the situation prior to his cancellation of the mentioned bonus?

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.

Hello,

We can give the player some bonus with good willingness from us. However, we cannot retrieve the amount as it was before the cancellation.

The bonus was cancelled after confirmation from the player and it's his responsibility for this.

Thank you,

half?

Dear casino representative,  

Have you reached an agreement with the player?  

Can we close the case?

Hello,

We made an offer to the player, with good faith and fairness, according to what we can offer and we are awaiting his response on this.

Thank you

Dear kszysio, 

Could you confirm whether you accepted the offer?

Dear kszysio,

We are extending the timer by 7 days. 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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.