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Complaint: £1,000 Withdrawal Concern – Betsbunny.io (May 2025)

On Friday, May 2, 2025, I deposited £25 to www.betsbunny.io and played the slot "Big Bass: Secrets of the Golden Lake." A Live Casino bonus was attached to the deposit, but I never used it — it didn’t apply to slot games, and my entire session was funded with real money.

I won £1,000 from real-money play and then uploaded all required KYC documents, including:

Proof of ID + selfie

Proof of address

Revolut transaction statement

Screenshot of my virtual Revolut card

I also cancelled the unused bonus to avoid complications.

While reviewing the terms, I noticed a clause limiting winnings to 15× your first deposit if you’ve only deposited once. To avoid this, I made a second deposit and wagered it 3× as required.

The game I played is not listed as restricted, and I’ve saved screenshots of all relevant terms and conditions to support this.

As of now, my account is pending verification, which the casino says may take up to 3 business days, with withdrawals taking another 3 after that. I haven’t attempted to withdraw yet, as I’m waiting to be verified.

I’m submitting this complaint proactively due to the casino’s affiliation with the SupaCasi/Jupi/London Eye group, which has a track record of delayed or denied payouts. While some complaints have been resolved, I want to ensure there’s a clear record of my case in case of any issues.

I’ve followed all terms, submitted valid documents, and played fairly. Once verified, I’ll attempt withdrawal and update this case accordingly.

I’m requesting that Casino Guru monitor this in case it doesn’t proceed smoothly. I hope to receive the £1,000 fairly and without unnecessary delays.

Thank you.

Dear Helterskelter22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Update – Verification Complete and Withdrawal Requested

As of today, I’m now fully verified on Betsbunny.io. The casino has confirmed that my KYC documents were accepted and that my account is verified for withdrawals.

They’ve also acknowledged that I have made two separate deposits, which I highlighted earlier to ensure I would not be subject to the "15× first deposit win limit" clause.

I’ve now submitted a withdrawal request for £500, which is the maximum allowed per day according to their terms. The request is currently pending, and I’ll update further once it is processed or if any issues arise.

Thank you.

Dear Helterskelter22, thank you for the information provided. Kindly keep us updated on any further developments.

Hey just an update.

I received my payment

Dear Helterskelter22,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru