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On April 21st I asked to permanently close my account because I have a gambling addiction, they closed the account, then on May 2nd I asked to reopen the account and they re

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Hello,

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.

• Is your player's account accessible to you? Can you log in?
• What was the casino's process when reopening your account? Please provide a detailed explanation if applicable.
• Have you asked the casino for a refund due to failed player protection already? With what result?
• Could you please share with me your recent communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I can no longer log in to the casino, they blocked me after I requested a refund. On April 21st I requested a permanent closure of my account due to gambling addiction, they closed the account. On may 2nd I requested a reopening of the account and they sent me an email asking why I wanted to reopen the account, then I just wrote that I wanted to reopen the account because I wanted to play here, and they reopened my account. I deposited 800 euros after they reopened my account

Dear Dragan1989,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Dragan1989,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Godbunny Casino to join this conversation and assist in addressing the complaint.

Dear Godbunny Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Dear Munya

Thank you for your patience and apologies for the delay in reverting to you. As you are aware, we experienced a technical issue initialy which temporarily prevented us from accessing your platform.

With regards to Mr. Dragan Tsvetkovski, we would like to clarify the factual background and the Casino's position.

Based on our records, the player repeatedly contacted our customer support team, on a daily basis, requesting free cash bonuses through live chat and email. On numerous occasions, when such requests were rejected or delays occured, the player threatened to close his account unless the Casino provided him with bonuses or free funds.

Within this wider pattern of repeated bonus-related pressure, there was one communication in which the player referred to gambling addiction and requested permanent closure of his account. The Casino treated his request and the account was self-excluded in accordance with its procedures.

Following the self-exclusion, the player later contacted the Casino requesting that his account be reopened and that he be allowed to continue playing. The player was not permitted to continue through customer support. Instead, he was instructed to contact the Compliance Department directly and to provide a written explanation as to why he wished to reopen his account.

The player subsequently submitted his request to the Compliance Department. Following this request and after a period of 24 hours from the player’s reopening request, the account was reopened.

After the reopening, the player continued the same pattern of conduct, including repeated requests for free cash bonuses, pressure on customer support and further threats to close his account if bonuses were not granted.

The Casino’s position is that the Responsible Gaming concern was not ignored. The account was self-excluded. When the player later requested reopening, the matter was escalated outside customer support and handled through the Compliance Department. The reopening followed the player’s own written request and explanation and was not the result of the Casino encouraging him to continue gambling.

Our evidence shows a repeated pattern of using account-closure threats as leverage to obtain bonuses. The isolated reference to gambling addiction arose within that broader course of conduct and the Casino acted on it by applying the self-exclusion. The subsequent reopening followed the player’s own request to regain access, after he was directed to Compliance and after 24 hours had passed from his request.

We will shortly provide you with several email communications and chat transcripts for your review.

Should you require any additional clarification or supporting documentation, we remain available to provide the same.

Best Regards

Godbunny Casino Team

Dear Munia

I wrote an email very clearly on April 21st that I have a gambling addiction and that I want my account to be permanently closed. Then on May 2nd I asked for my account to be opened, not because I wanted to but because I am a gambling addict and they sent me an email, I wrote I want to play and they opened my account and I deposited 800 euros, and I requested a bonus on May 8th, which has nothing to do with my previous request to close my account forever due to gambling addiction because I clearly wrote that my account should be permanently closed due to gambling addiction, but they are using that addiction in players and allowing the account to be opened again. I have all the evidence, I have provided it to you, I hope justice will prevail,

they are now trying to lie. the main point is that on april 21st i asked to permanently close my account and on may 2nd when i asked to open my account i just wrote to them i want to play here and they opened the account and i deposited an additional 800 eurosWhen you write to a casino that you have a gambling addiction, it means you can no longer play at that casino.

Godbunny Casino

Thank you for your response. I greatly appreciate your willingness to engage. I have noted that the player asked for the reopening of their account after self-exclusion. Without the need to point out to industry related practise, I wish to draw your attention to your own terms as displayed on your website that; "...Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph..."

The fact that the customer requested their account to be opened cannot be a plausible defence for reopening an account that is self-excluded, especially due to gambling addiction. Permanent self-exclusion was to be maintained, and by reopening the player's account, you not only failed to protect the player and comply with industry guidelines, but also acted against your own terms of practice.

In light of this, I propose that permanent self-exclusion be enforced and that the player be refunded all deposits made during the period in which the account was reopened.

Please let me know your thoughts on this.

Hello Munya

We have recommended our resolution for  Mr. Dragan Tsvetkovski's case via email, please advise.

I haven't received any email.

Hello Dragan1989

Please see below our response to Munya regarding your case.

Dear Munya

Thank you for your response.

Without prejudice to our position as previously explained and in the interest of resolving this matter fairly, we are prepared to proceed with a refund of the player’s deposits made after the account was reopened.

However, during the same period the player also received EUR 135 in free casino-funded credits. Accordingly, we respectfully believe that the refund should be calculated on a net basis, by refunding the player’s actual deposited funds less the casino-funded amounts credited to his account during the same period.

On this basis, the Casino is recommending to refund the player the net amount of 655 EUR  (790 deposits – 135 free credits).

This proposal is made in good faith without admission of liability and strictly for the purpose of resolving the complaint in line with your recommendation.

Please let us know your thoughts. Should you agree with our proposal, kindly share the same with the player and let us know, so we can proceed accordingly.

We remain at your kind disposal.

the exact amount of the deposit is 710 euros i have proof

Godbunny Casino

As already expressed in my response via email, your decision to issue a refund to the player is greatly appreciated. Our usual recommendation is that the player be compensated for the total amount of their deposits during the period when the account was accessible. I hope we can reach an amicable decision regarding this matter. Your comments will be highly appreciated.

Hello Dragan1989

We have double checked the amount and apologies for the error, the net deposits are 710 EUR.

Please see below our updated recommendation,

Net Refund = 575 EUR  (710 deposits – 135 free credits)

what are you talking about i have all the proof my deposits are 710 euros after i said i have a gambling addiction i sent you the transactions from my skrill

Dear Muniya, please help me, I provided you with my Skrill wallet transactions after I said I had a gambling addiction, on April 21st I requested a permanent closure of my account due to gambling addiction and they reopened my account on May 2nd, my first deposit was on May 4th until May 14th. Their bonuses have nothing to do with my deposits. The total deposit amount is 710 euros, it says so in my Skrill wallet transactions. They are trying to reduce the amount

Godbunny Casino

I understand the player received free credits; however, they should not have received these credits if their account had not been reopened. I appreciate that you do not wish to incur a loss, but the fact remains that the free credits were given to the wrong recipient. The player should not be penalised for this error. I strongly recommend that you consider refunding the player the full amount of their deposits.

Hello Munya

Thank you for your comments.

Dragan1989 can you share with our support team your IBAN number so we share it the finance department and we arrange the refund?

I sent you my IBAN number

Godbunny Casino

Thank you for your understanding.

Dragan1989

Kindly update once you receive the refund.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dragan1989,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya