Hello ASKGAMBLERS! On August 5th/2023 I received a monthly casino deposit bonus for the first time. I reviewed the terms of the bonus and noted that their was NO max cash out after completing the wagering requirement associated with the bonus.
I made a deposit of 254 USD and after completing the wagering my balance available to withdraw SHOULD have been $1559.00 USD.
Instead, a random amount of $858.00 USD was removed from my balance leaving me with 701$ USD.
I found it odd and e-mailed support which they then replied " according to our investigation, the selected bonus has a maximum win amount, so once you complete the wagering the rest amount is burned."
I found this odd as well as it was not mentioned in the terms So i then replied asking them to cite the term so I may better understand.
They cited " In the section terms & conditions according to paragraph 9.6. Godbunny reserves the right to impose various restrictions to different countries where Customers may reside regarding bonuses for reasons undisclosed. We further reserve the right to offer specific bonuses to individual customers or customer groups and their termination, change or other alteration without explanation and/or compensations in any form."
As you can see I was told there was a max cash out and then told that they can basically change anything they want is what I am understanding.
I don't know if this is normal practice and would like your help figuring this out please!
I have tried to enclose screenshots of the e-mails below but I'm receiving an error. I would gladly send them if you can provide an e-mail.
Complaint Info
Hello,
As we informed also the player, when she subscribe to that Bonus, the Terms of Bonus was mentioning that there is a maximum winning amount on that bonus.
So once she complete the wagering requirements, transferred to her "Real Balance" amount the maximum winning amount regarding the bonus terms.
The players can review the Terms of each Bonus at the Promotion page, once they click on "information" sign on each bonus. Those Terms are that is valid at the given moment.
So for that time (5th of August) the Monthly Reload Bonus was coming with this limitation on the win.
At this moment which we speak, this limitation is not exist anymore as we proceeded to some changes regarding this Bonus.
We strictly believe that we didn't violate any Term from our Bonus Terms and in general from our Terms and Conditions and we remain at your proposal for any further questions or investigation.
P.S. The complaint amount from what the player mentioned above is "$858.00 USD" and not "Amount
$ 1559".
AskGamblers
Dear Godbunny Casino,
The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements that bonus Term in question was available at the website and valid at the time of player's bonus subscription. Please send required information to support@askgamblers.com directly.
Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.
Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
Hello,
As you mentioned above we answer to support@askgamblers.com directly.
Thank you,
Hello, i received an e-mail saying this complaint would be closed without a response but I'm not sure what to say as i am waiting for guidance from ASKGAMBLERS.
Hello,
As our previous message above we answer to support@askgamblers.com directly ("Please send required information to support@askgamblers.com directly").
Thank you,
I am just updating the complaint so that it doesn't automatically close due to no response on my end. I am still waiting for feedback by ASKGAMBLERS.
Thank you.
Hello,
Update and waiting your feedback.
Thank you
I am confused with the entire situation.
@godbunny casino who's feedback are you waiting for? I opened this complaint on a public forum in order to resolve it. You came out and said you only answer to @AskGamblers directly.
They asked for evidence to support your statements and now you reply "update and waiting feedback"?
Who are you referring to? Where is your evidence?
Hello AUCL89TT and ASKGAMBLERS,
As you can see above, at SEPTEMBER 18, 2023, Askgamblers mention to us the following
"The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements that bonus Term in question was available at the website and valid at the time of player's bonus subscription. Please send required information to support@askgamblers.com directly"
According to this we have been contacted straight with the above email and we already provided all the details.
We remain at your services if anything else needed.
Best Regards,
AskGamblers
Dear all,
Kindly note that the AskGamblers Complaint Team requested on September 19th additional evidence and details from the Godbunny Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.
Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Godbunny Casino Complaints
- 2 of 2 resolved
- 1 day avg response
- 1 week avg complaint life
- 3,006 USD avg amount
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