Godbunny Casino - У гравця виникли технічні проблеми зі ставкою.

I received an email stating 'register and get 25 free spins worth 0.2 euros each. I completed the registration and won about 4 euros from the free bets. After this, I managed to make 70 euros after betting more than 250 euros. However, their site has a glitch where the wager doesn't progress, it's stuck at 0. Neither chat nor support services are responding, and after a few days, the bonus will burn out!!! Casino Guru, please help me!!!

Мне на имейл пришла смска 'зарегистрируйтесь и получите фриспены в размере 25 фриспина по 0.2 евро. Прошел регистрация, и выиграл около 4 евро с бесплатных ставок. Посое этого получилось сделать 70 евро сделав ставку на сумму более 250 евро. Но у них на сайте сбой отыгрыш никак не двигается стоит 0. В чате и в службе подержке не отвечают, а через пару дней то сгорает бонуска!!! Casino Guru помогите мне!!!

Dear Islombek,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you finished wagering your free bonus?

Have you activated some other bonus now? Could you please send me the screenshot or the link to the bonus you are currently playing with?

Have you ever made any deposits into this casino?

Please bear in mind that when playing with a bonus, not all games contribute toward meeting the wagering requirements.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello! They answered me... they said that wagering is from a real account. Although, yesterday when I checked the information, it was written that the bonus can be wagered from a real and bonus account and they require a screenshot. Of course I didn't take a screenshot. The funny thing is that now this tab about the bonus does not open. I wrote that this is why it doesn’t open? here it was written about wagering... but they say that this is a technical error and they wrote about the error to the technical department. Did they do that on purpose?

Здравствуйте! Мне ответили... сказали, что отыгрыш с реального счета. Хотя, вчера когда я проверял информация, там была написано, что бонус можно отыграть с реального и бонусного счета и требуют скриншот. Я конечно же не делал скриншот. Самое смешное сейчас эта вкладка про бонус не открывается. Написал мол вот почему не открывается? тут было написано про отыгрыш... а они говорят, что это техническая ошибка и написали про ошибку это на технический отдел. Они же специально так сделали?

This tab stopped working today. Although yesterday I clicked and clearly saw that the bonus can be wagered from the bonus and real account and therefore I played. If they gave a bonus by wagering from a real account, then I wouldn’t play, wasting my time on it. So, all players receive 10 such bonuses every day. Casino gurus, you understand perfectly well that they are deceiving? It’s not about the measly 70 euros (I lose that kind of money every single day) but because they are blatantly deceiving

Эта вкладка перестала сегодня работать. Хотя вчера нажимал и увидел четко, что бонус можно отыграть с бонусного и реального счета и поэтому играл. Если бы они дали бонуску отыгрышем с реального счета, то я бы и не играл, тратя на это время. Так, как такие бонусы всем игроком каждый день по 10 штук приходят. Казино гуру вы же прекрасно понимаете что они обманывают? Дело же не в жалких 70 евро (я такие деньги каждый божий день проигрываю) а потому что они нагло обманывают

Please understand that technical issues may happen and it does not mean that the casino is doing them on purpose. Have you received any timeframe when the issue should be fixed?

No, they just canceled my bonus. My money was burned... in another complaint about this casino, the complaint was also about a technical error. You should take this into account and lower their rating.

Нет, они просто отменили мой бонус. Мои деньги сгорели... в другом жалобе на этот казино тоже жалоба была на счет технической ошибки. Вы должны этого учесть и снизить их оценку.

Do you have a full transcript of your communication with customer support? Did you receive any suggestion as to how you could finish the wagering of your bonus, so that it would not be cancelled?

No, no, no. I showed you what I have. No, they didn't say anything. They repeated that this was a technical error and that was all. I would like to draw your attention to the fact that this is not the first complaint about a technical error. Another user also contacted you about the same error. I want you to lower their rating to 3.0

Нет полный нету. То что есть я вам показал. Нет они ничего не сказали. Повторили что это техническая ошибка и все. Я бы хотел обратить вашу внимание на то, что это не первая жалоба по поводу технической ошибка. Другой пользователь тоже обращался к вам по поводу такой же ошибку. Я хочу чтобы вы снизили их рейтинг до 3.0

Thank you very much, Islombek, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Islombek,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Godbunny Casino to join the conversation.

Dear Godbunny Casino,

Can you please provide more information on when the rules for bonus wagering have changed? If the player's bonus was claimed before this change, then the previously used rules should still prevail. I'm looking forward to your clarification.

Hello Michal,

The above player activated a Non-Deposit Bonus after the invitation. Time per time we send such invitations where usually we give some Free Spins to players to try our casino.

The mentioned bonus has clearly on the Terms that the wager can be only with real money bets and also has a maximum winning amount (the maximum winning is also mentioned on our general terms and conditions which is set up to 50 Euro for No Deposit Bonus).

Furthermore, the mentioned bonus has an expiration day when the player should complete the wagering.

We assisted the player with all the above and we informed him on time, but he didn't agree with us. When we asked him to send us where he saw the Terms and Conditions, he sent us a screenshot from another casino.

We attached the screenshot that the player sent to us and our Terms for the mentioned Bonus.

If anything else is needed don't hesitate to ask us.

Thank you.

Thank you for your response and clarification, Godbunny Casino team.

Dear Islombek,

It appears there has been a misunderstanding on your part. It seems that you have confused the bonuses from different casinos. All the rules for the 25 Free Spins (FS) bonus are clearly explained in the bonus terms and conditions, including the maximum win and how wagering works. I trust this has been sufficiently explained to you and I kindly ask you to pay more attention to the bonus terms and conditions.

Can I consider this complaint settled, or do you require assistance with anything else?

No no no. They are deceiving. I then clearly told the manager what the information should be like in this screenshot. Why is this information not shown on your website? I said that when I activated it, it worked and showed that wagering is possible from the bonus account. Then they said it was a technical error. After all, I won 4 euros from the free spins. Then I started betting and increased it to 70€. Let's say that the wagering would be from the real balance, then I would not be able to bet this money, right?

Нет нет нет. Они обманывают. Я тогда четко сказал менеджеру что такое инфо как на этом скриншоте должно быть. Почему такое инфо не показывает на вашем сайте. Я сказал что когда я активировал, это работало и показывала что отыгрыш возможно с бонусного счета. Потом они сказали что это техническая ошибка. Я же ведь с фриспина выиграл 4 евро. После начал ставить и увеличил до 70€. Допустим что отыгрыш был бы с реального баланса, тогда же я не смог бы ставить эти деньги, не так ли?

Dear Islombek,

Can you provide any proof that wagering the winnings from the free spins was previously allowed with bonus funds?

In the 25 Free Spins (FS) bonus is clearly stated "only real balance bets"

Have you wagered the €4 winnings from the 25FS by real money bets?

No, unfortunately I can’t

Нет к сожалению не могу

Dear Islombek,

Without any evidence to support your claim our ability to side with you is close to zero. As has been mentioned above All the rules for the 25 Free Spins (FS) bonus are clearly explained in the bonus terms and conditions, including the maximum win, and it is clearly stated that "only real balance bets" count towards wagering.

Regrettably, under these circumstances, I am unable to offer further assistance, and thus, this complaint will be rejected.

I can only recommend checking and familiarizing yourself with the bonus terms and conditions to avoid disappointment like this in the future.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru