Godbunny Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello Casino Guru,

I won €3999 at this online casino. No bonus balance, 100% of my money.

My profile is 100% verified.

Unfortunately, I cannot withdraw my money because apparently my phone number is not verified, which is not true.

Please help me get my money back because godbunny is trying everything to avoid paying me out.

Best regards

DA

Hallo Casino Guru,

ich habe bei diesem Online Casino 3999€ gewonnen. Keine Bonus Balance zu 100% mein Geld.

Mein Profil ist zu 100% verifiziert.

Leider kann ich mein Geld nicht auszahlen, weil anscheinend meine Telefonnummer nicht verifiziert ist was nicht stimmt.

Bitte helft mir, dass ich an mein Geld komme weil godbunny alles probiert um mir nicht mein Geld auszuzahlen.

mit freundlichen Grüßen

D. A.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• Have you received any text messages from the casino containing a verification code for your phone number?
• Have you contacted customer support via email or live chat to request assistance with phone number verification?
• Have you tried clearing your cookies and cache, deleting your browser history, or accessing the casino using a different browser to check whether the issue persists?
• For how long have you been experiencing these technical difficulties with phone number verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Yes, I received a text message after I fully verified my profile.

However, godbunny has a separate button in his profile, but when I click on it I only get an error message (screenshot).

I've tried everything, but it just doesn't work.

I spent almost the entire day yesterday messaging back and forth via live chat, but they refuse to help me.

I'm no longer getting any replies via email either.

This casino simply refuses to pay out my money.

Please help me, I haven't done anything wrong and when you have such a nice win, you want to get the money.

Because it's very rare to win anything at an online casino.

Best regards

Antonio

Hallo Veronika,

Ja ich habe eine textnachricht erhalten als ich mein Profil vollständig verifiziert habe.

Jedoch hat godbunny noch separat beim Profil einen Button, wenn ich drauf klicke kommt nur eine Fehlermeldung (Screenshot).

Ich habe alles schon probiert, aber es funktioniert einfach nicht.

Mit dem Live Chat habe ich gestern fast den ganzen Tag hin und her geschrieben, aber die wollen mir nicht helfen.

Per email bekomme ich auch keine Antwort mehr.

Dieses Casino will einfach mein Geld nicht ausbezahlen.

Bitte helft mir, habe nichts falsch gemacht und wenn man so einen schönen Gewinn mal hat, will man das Geld auch bekommen.

Weil es sehr selten ist, dass man etwas gewinnt beim Online Casino.

Mit freundlichen Grüßen

Antonio

Please help me, I can't take it anymore.

My profile is 100% verified and godbunny refuses to pay me.

They keep sending me the same reply, saying my phone number isn't listed and hasn't been verified. But that's not true. My phone number is verified and registered.

I only created an account there because I saw that they have a high rating here at Casino Guru.

Please help me, what godbunny Casino is doing is going too far.

Bitte helft mir, ich halte das nicht mehr aus.

Mein Profil ist 100% verifiziert und godbunny will mich nicht auszahlen.

Sie senden mir immer wieder die gleiche Antwort, meine Telefonnummer sei nicht angegeben und verifiziert. Das stimmt aber nicht. Meine Telefonnummer ist verifiziert und eingetragen.

Ich habe dort nur einen Account gemacht, weil ich gesehen habe dass sie eine Hohe Bewertung hier bei Casino Guru haben.

Bitte helft mir, das geht zu weit was godbunny Casino veranstaltet.

Please forward me the most recent communication between you and the casino customer support regarding the problems with the verification of your phone number at veronika.f@casino.guru, or post screenshots here. I appreciate your patience and cooperation.

Hi Veronika,

I am reaching out to you regarding a dispute with Godbunny Casino over 4,000€. I am turning to you because I specifically chose this casino based on its high rating on Casino Guru, and I hope you can help me resolve this.

Here is the situation to date:

• The Win: I successfully won 4,000€ and requested a withdrawal.

• The Accusation: After I could proof that my profile is 100% verified, they have closed now my account, claiming I have a "duplicate account." I want to be 100% clear: This is false. I only have one account and have followed all rules.

• Failed Resolution: I tried to resolve this via AskGamblers, but we reached a dead end as the casino has become unresponsive.

• Current Status: I have even engaged a gambling advocacy agency to assist me, yet the casino is now "ghosting" all communications. They refuse to provide evidence of the duplicate account.

I am ready to provide any KYC documents or undergo a video verification call to prove my identity. Since I trusted your website’s recommendation to play there, I would appreciate your intervention to help me get my winnings.

Thank you for your help,

Antonio

Thank you for your response.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you ever used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you ever used a shared computer or a public internet network to access your casino account?

Hi Veronika,

Thank you for your follow-up. I would like to answer your questions clearly to help resolve this:

1. Household/Shared IP: No one from my household has an account at this casino. To my knowledge, no one using my same IP address has created an account.

2. VPN Use: I have not used any VPN or IP-masking software to alter my location while accessing the website. I access the casino directly from my standard internet connection.

3. Shared Computer/Public Network: I have not used a shared computer. I use my own private device. I also do not use public internet networks for gambling; I use my private home connection or my personal mobile data.

I have already passed the casino's full KYC verification process. I believe the 'evidence' the casino claims to have is either a technical error on their side or a common coincidence of shared mobile provider IPs (CGNAT), which is not proof of account duplication.

I maintain that I am the sole owner of this account and I am the only person who has ever accessed it. I look forward to the casino providing the actual technical proof of their claim.

Hi Veronika, just to clarify one detail:

My verification was handled by Sumsub, the casino's automated KYC provider. Sumsub performs real-time biometric and document cross-referencing to detect duplicates. The system cleared me and officially verified my account.

If I were a duplicate player, Sumsub's AI would have flagged my face or ID immediately. The fact that the casino is now overriding their own professional KYC provider's result after I won 4,000€ suggests this is a 'strategic' rejection rather than a legitimate one.

Hello antonio99999,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear antonio99999

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, Michal (michal.k@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,

Veronika

Hello antonio99999,

My name is Michal, and I have now taken over your complaint. I've reviewed the details of your case and will be reaching out to the casino to see how I can assist.

We would now like to invite Godbunny Casino to join this conversation.

Dear Godbunny Casino,

Could you please provide any evidence you have regarding the alleged violations of your terms and conditions that the player is being accused of?

You are welcome to send the relevant information and evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello Michal

A member of our team has responded to your email.

Thank you.

Thank you for all the information and evidence provided, Godbunny Casino Team.

Dear antonio99999,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions - multiple/duplicate accounts linked with certain same personal information, and the usage of the same device. Even you confirmed "No one from my household has an account at this casino. To my knowledge, no one using my same IP address has created an account. and I have not used a shared computer. I use my own private device." which further supports the rule violation. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way.

As an independent entity, we have reviewed the information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru