Bets Bunny Casino - プレイヤーの資金が正当な理由なく没収されます。

I am filing a complaint against BetsBunny Casino regarding unjustified confiscation of player funds.

I deposited a total of approximately $500 USD to this casino.

My account balance exceeded the minimum withdrawal threshold.

Without any prior warning or clear explanation, the casino confiscated $270 USD from my balance.

After I escalated the issue, the casino refunded only my last deposit ($50 USD), while keeping the remaining confiscated funds.

This selective refund clearly proves that:

My deposits were legitimate

The casino had no solid reason to confiscate funds

The action was arbitrary and unfair

The casino failed to provide:

Specific rule violations

Evidence of wrongdoing

Transaction-level explanation

I believe this is a case of unfair confiscation and selective refunding, which is unacceptable for a licensed operator.

I request CasinoGuru’s assistance in resolving this dispute and recovering the confiscated amount.

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.

Dear yatsik13,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation regarding the confiscation of your funds at Bets Bunny Casino.

Thank you as well for forwarding the email from the casino — we appreciate you sharing it, as it helps us better understand the casino’s position. Based on that message, the casino appears to be accusing you of breaching their Terms & Conditions (including possible VPN usage, bonus abuse, or document-related issues), which they cite as the reason for canceling your withdrawal and removing part of your balance.

To clarify the situation and determine whether we can proceed with the case, could you please provide the following details:

• Did you activate or use any bonus at any point on this account (welcome bonus, free spins, cashback, etc.)?
• Have you ever used a VPN, proxy, or similar service while accessing the casino, or can you confirm you always logged in from your usual location/device?
• Did the casino provide you with any specific evidence, timestamps, or explanations beyond the general clause cited in their email?
• Please confirm whether the remaining deposit balance (besides the $50 refund) is still accessible or withdrawable, or if the account is currently restricted.

If you have any additional communication with the casino (emails, screenshots, account history or withdrawal attempts), please feel free to forward everything to petronela.k@casino.guru so we can review it in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your response and for continuing the review of my complaint.

Please find my answers below:

1. Bonuses

I did not intentionally activate or abuse any bonuses on this account.

All gameplay was conducted using my own deposited funds.

2. VPN usage

Yes, I did use a VPN to access the Bets Bunny website.

This was not done to gain any advantage, but because the casino website is not accessible from my country without VPN.

Importantly:

The casino allowed registration, deposits, gameplay, verification, and withdrawals while VPN was in use.

The account was successfully verified.

The casino accepted multiple deposits without any warnings or restrictions.

If VPN usage was prohibited, the casino should have:

blocked access immediately, or

refused deposits, or

warned the player before allowing gameplay.

None of this was done.

3. Evidence from the casino

The casino has not provided any concrete evidence of wrongdoing.

They did not supply:

IP logs

timestamps

technical reports

betting pattern analysis

Their responses only reference generic Terms & Conditions without explaining:

which exact rule was violated

when the alleged violation occurred

why only part of the funds were confiscated

4. Confiscation and selective refund

The casino confiscated $270 USD from my balance.

After escalation, they refunded only my last deposit of $50 USD, while keeping the remaining funds.

This selective refund strongly suggests that:

my deposits were legitimate

no proven fraud existed

the confiscation was arbitrary and inconsistent

5. Account status

The account is effectively unusable.

Continuing to play is pointless, as funds can be confiscated at any moment without evidence.

I have already provided screenshots of:

the confiscation notice

balance history

email correspondence

confirmation of the partial refund

I am ready to provide any additional materials if required.

Thank you for your assistance in reviewing this case.

Kind regards,

Oleh Y*****

Hi yatsik13,

Thank you for your detailed reply, and I’m sorry for getting back to you only now, after almost one week.

Thank you as well for clearly addressing each of the points I raised — this is very helpful for moving the case forward.

I would like to clarify a few important observations from our side before proceeding further:

• Based on the screenshots you provided, your account appears to have been successfully KYC verified, which confirms that the casino accepted your identity documents before the confiscation took place.
• I have checked the registration form, and Ukraine is available as a selectable country when creating a new account.
• I have also reviewed the casino’s Terms and Conditions. Ukraine is not listed in the Absolute Restricted Countries section. However, it is listed as restricted for certain game providers, meaning that access limitations may apply depending on the specific games played, rather than the account itself.

Because of this distinction, the next key step is to clarify the following:

• Could you please confirm which games you played (including the game titles and, if possible, the providers) during the gameplay that led to the confiscated balance?

This is crucial, as the casino may be relying on provider-level country restrictions, rather than a general country ban, to justify its decision. Without knowing which games were involved, we cannot properly assess whether the confiscation aligns with the applicable rules.

Thank you again for your cooperation.

I played RIP CITY from HACKSAW GAMING. I think the VPN is just an excuse to avoid paying and confiscate part of my deposits.

Я играл в RIP CITY от провайдера HACKSAW GAMING. Мое мнение что ВПН это всего лишь предлог что бы не платить деньги и конфисковать часть моих депозитов.

Hello yatsik13,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi yatsik13,

Thank you for your reply, and please accept my apologies for getting back to you only now.

I would also like to ask whether there have been any new developments since your last message, or if you have received any additional communication from the casino in the meantime.

Thank you for your patience and cooperation.

Nothing new has happened. I haven't received any messages from the casino.

Нет ничего нового не произошло. От казино никаких сообщений не получал.

Dear yatsik13,

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, Romi (romana.r@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.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Bets Bunny Casino,

Could you possibly provide additional information regarding this case and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi