HunnyPlay Casino - Player faces issues with bonus withdrawal.

I claimed a no-deposit bonus of 150 free spins (promo code: 150FSBIGWIN) at HunnyPlay. The advertised terms clearly stated: no deposit required, wagering requirement x15 on a bonus value of 30€ (= 450€ total to wager), and a maximum withdrawal of 1,000€.

After completing the free spins and winning 1,000€, the casino informed me that I must make a deposit and wager a total of 15,000€ before being able to withdraw. This condition does not appear anywhere in the advertised bonus terms or in the casino’s general Terms & Conditions.

When I contacted support, they admitted in writing that they could not find any clause justifying this requirement. They then tried to redefine "no deposit" as only applying to the activation step, which is not stated anywhere in the offer.

I have screenshots of the original offer, the casino’s support responses, and the Terms & Conditions as proof.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link to the bonus you activated and played with?
• Have you made any deposits and withdrawals in this casino?
• Have you played with bonuses in this casino before?

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

Attila

Hello, here is the link: https://www.jouerenlignefr.org/bonus/bonus-sans-depot-150-free-spins-hunnyplay. I have never made a deposit or withdrawal at this casino, and this was my first bonus. 

Thank you for your response. Could you please confirm whether you have completed the bonus wagering? If possible, could you please attach a screenshot of your bonus history?

Thank you in advance for your reply.

Hi Attila,

Please find attached a screenshot of my bonus history showing the wagering requirement as set by the casino.

As you can see, the casino is calculating the wagering requirement on my winnings (1,000 USD x 15 = 15,000 USD), which is completely different from what the offer stated. The advertised terms clearly showed a wagering requirement of x15 on the bonus value of 30€, which should equal 450€ total to wager — not 15,000 USD.

Additionally, even if the wagering requirement were the correct 450€, I would still need to deposit real money to play it through, since my account balance is 0. This directly contradicts the offer which stated "no deposit required" and "minimum deposit: 0€". A no-deposit bonus that requires a deposit to complete the wagering makes no sense and was never disclosed in the terms.

I have never made any deposit on this casino and I should not be required to do so at any stage of this bonus.

Please find the screenshot of the bonus page attached.

Thank you.

Dear Player,

Thank you for providing the screenshot. It appears that the bonus wagering requirement has not yet been fulfilled. I understand that this may be a disappointment, but please know that bonus wagering is a standard procedure in the industry. Additionally, it is common practice to require a small deposit prior to processing a withdrawal for the first time at a casino. In the case of no-deposit free spins, the wagering requirement is typically calculated based on the winnings generated from those spins. For example, if you won $1,000 from free spins and the wagering requirement is 15x, you would need to wager a total of $15,000. Unfortunately, as this is an industry standard, we are unable to compel casinos to release bonus winnings before the wagering requirements have been fully met.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Hello Asmar75,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru