Godbunny Casino - Player's self-exclusion request has been ignored.

Hello,

i have asked a permanent closure and self exclusion because i lost too much money on this casino and i clearly asked in my mails that i want my account to be closed with a self exclusion and i also metioned not to reopen it even if i ask it but they still opened it after a simple mail and again, i lost 300 euros tonight.

I am writing this complaint to have a refund.

If i ask a permanent closure and a self exclusion and if i ask to not reopen it, my request should be respected.

Dear mrmileena,

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

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits. I apologize but we will not be able to assist you any further.

Thank you in advance for your understanding.

Best regards

Veronika

Hello,

I am sorry but this is playing with words.

I clearly wrote as title "account closure and self exclusion" and several other mails with title "asking closure for an infinite period" and I mentioned that I lost too much.

If a player write this as title of the mail and if he asked his account to not be reopened, it means what it means.

So if I listen to you, a casino can break any terms very easily. Not closing an account and opening it even when a player asks to not to. The casino clearly knows when a player is compulsive, my mails are just attachement to it. If a player ask to not reopen account, isn't it a way of a player trying to protect himself?

The casino should have respected my demand and not reopen my account after I asked self exclusion for infinite period and to not reopen my account.

I concur that the optimal resolution would involve a permanent account block, preventing any further gambling activity. However, your initial request did not specify the gambling addiction as the basis for your decision. Phrases like "close my account because I lost too much money" do not indicate compulsive behavior.

If we had concrete evidence that you had clearly communicated your gambling problem to the casino, we would be eager to assist. Unfortunately, we have not received any such evidence.

Could you please advise if you sent a self-exclusion request as suggested in my last reply and stated gambling addiction to finally have your account blocked permanently?

Hello,

I think I sent them a message directly from their site because their casino offers that possibility to contact them from our account the first time I tried to close my account. I lost too much money that day and I wrote them and I think I mentioned the gambling addiction. Unfortunately, they never replied to me and their casino does not keep any track of the messages sent from their casino.

Next to that, I think that writing to close my account permanently and self exclusion on title of the email, in plus mentioning to not reopen my account even if I ask it is clearly showing a player trying to protect himself, sometimes using words like gambling addiction is hard for the one concerned.

Nevertheless, I know that a casino can break any terms easily and we will just ignore the player by playing with words. I have now closed my account on this unfair casino and I have denounced it to our Swiss gambling commission so our government blocks the access to every Swiss players. At least they won't steal my people anymore.

Thank you for your trying to help and your time.

Best regards,

I understand your point of view and I would like to help you. However, it's important to note that opening or closing a casino account without specifying the reason doesn't hold the casino accountable or obligate them to refund any funds. Stating you have a gambling addiction would significantly alter the situation, and we would be able to assist. However, up to this point, we haven't received evidence from you that you informed the casino about your gambling problem.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.