Godbunny Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

Hello, I played for a while on their site without any problems, I made deposits and withdrawals, I passed their verification. But suddenly they closed my account, saying that I violated their rules. Inside the account there was 510 euros which they confiscated. I have never used bonuses

Dear stoyanstoyanov990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the closure of your account and the confiscation of your funds.

To help resolve this issue, could you please provide us with more information? Here are some questions to clarify the situation:

• What specific rules did the casino claim that you violated?
• Have you received any official communication or documentation from the casino explaining the account closure? If so, kindly forward it to me at veronika.f@casino.guru.
• What types of games did you play?

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

I'm sending you the history communication with the casino, there they quote which point of their rules I violated.

I played only blackjack.

Thank you for your email.

• Could you please confirm whether anyone else from your household or using the same IP address has also created an account and played at this casino?
• Additionally, have you initiated any chargebacks at this or any other casinos in the past?

We appreciate your cooperation and look forward to your response.

No one else has played at Godbunny from this IP.

In the 2nd part of your question I didn't understand what do you mean, i just played on their site, i have had no other charges.

Thank you very much, stoyanstoyanov990, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear stoyanstoyanov990,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Godbunny Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Godbunny Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and his winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Hello Kubo

We would like to inform you that the player's account was suspended on 31st of October 2024 after being flagged by Evolution for advanced card counting. The investigation into the matter has been ongoing and we are currently awaiting further evidence to determine whether any software was used.

We are following up on the matter as this happened 6 months ago and we will revert back once we have news from Evolution. We will revert back to you once we have received updates from Evolution. However, please note that the player's account will remain suspended even after the investigation is concluded, as this behavior is in violation of our policies.

We appreciate your understanding and patience as we continue to assess the situation.

Best regards

Dear Godbunny Casino,

Thank you for providing the details regarding the reasons behind the closure of the player's account.

Could you please let me know the estimated timeframe needed to gather all the necessary information? In the meantime, I would appreciate it if you could share any evidence you currently have available. I believe that Evolution may have already provided you with a report on the player's activities - if possible, could you forward that document or any other relevant materials to my email at jakub.m@casino.guru?

Thank you for your cooperaion.

Hello Kubo

We have sent you the information requested.

We hope to have updates from the provider soon.



Dear stoyanstoyanov990,

Following a thorough review of the evidence and information provided by the Goodbunny Casino team, as well as input from the game provider, it has been determined that your gameplay involved activities that are considered a violation of the casino’s terms and conditions. These actions were flagged by both the casino and the provider as giving you an unfair advantage.

In light of these findings, we must unfortunately consider your complaint unjustified and will be closing it as such. We understand this is not the outcome you were hoping for, but we are bound to respect the casino’s rules and policies when they are clearly supported by evidence.

We strongly encourage you to carefully review and follow the terms of service when playing at any online casino. Please be aware that repeated breaches may lead to future complaints being automatically dismissed.

We regret that we couldn't assist further in this particular case. However, if you experience any issues with this or any other casino going forward, you're always welcome to contact us - we’ll do our best to support you.

Best Regards,

Kubo