HunnyPlay Casino - Player's withdrawal is delayed.

On 26th of July I made a withdrawl of 1276 AVAX approxmitalty worth 38.000 USD. As of today I still haven't received my withdrawl and due to crypto fluctuations my AVAX is worth around 26.000 USD now. I had deposited 70 AVAX and played Blackjack up to my winnings. I'm waiting for 17 days now.

Dear noviesol,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I've successfully made multiple withdrawals over the past year, often with large amounts, including on the same day in question. I had a similar experience where I won $40,000, but it took nearly five weeks to receive the payout, which I find unacceptable. During that time, I continued playing and ended up losing more than half of my winnings. So in the end, I received a smaller amount than my original withdrawal.

The casino is an anonymous crypto casino, so there is no KYC verification process. I've never been asked for KYC before, and it has never been a problem in the past.

I won without an active bonus; I simply deposited and played blackjack.

Thank you for your reply, noviesol. When did you make the last successful withdrawal and how many days did it take to be processed?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

My last successful withdrawal was on July 26th, which was processed because they allowed me to withdraw a small amount first. I've posted screenshots showing my withdrawals from the past two months. As you can see from the screenshot, the current status of my withdrawal is still pending. The 'failed' status occurred because I requested them to cancel the withdrawal. After they did, I won some more and initiated a new withdrawal.

I also added a screenshot of the last message on 14 August that I got from the VIP manager.

Thank you very much, noviesol, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I’m currently on day 26 of waiting for my withdrawal. Although I received some free spins as a token of appreciation for my patience, I still haven’t received my funds

Dear noviesol,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the HunnyPlay Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear HunnyPlay Casino,

Could you please provide a detailed update on the status of this case, particularly regarding the delay in the player's withdrawal? After reviewing the player's conversations with customer support, I'd appreciate it if you could skip any apologies or mentions of escalations and additional checks. Instead, could you please focus on giving us a clear and accurate timeframe for when the issue will be resolved and the funds will be sent to the player?

Thank you in advance for your assistance.

Best Regards,

Kubo

18 Augustus : I asked for an expected timeframe.

19 Augustus: I sent …..

21 Augustus: I sent a reminder about my question.

They said let me check.

22 Augustus: I received the following

Dear ***

I hope this message finds you well.

I am writing to confirm that I have received our team’s notification indicating that the results of the process and the withdrawal plan will be updated by tomorrow, Friday, August 23rd. I appreciate your timely communication and look forward to the updates.

Please let me know if there are any additional steps required from my side or if further information is needed. Thank you for your attention to this matter.

Best regards,

23 Augustus: I sent "Let me guess there are some delays and I have to wait till Monday"

They sent: "I apologize that the team has not yet provided the response we were expecting today. I am actively working to expedite their reply. The result and withdrawal plan might be delayed, which I regret. Please allow me until next Monday to get back to you with the necessary information."

25 Augustus (Monday): I sent " Now its Monday"

I received:

"Dear ***,

We deeply apologize for the delay you’ve experienced with your withdrawal. We understand how frustrating this situation must be, and we genuinely appreciate your patience during this time.

⏳Our team has been diligently reviewing all pending transactions, and we want to provide you with an update. The delay is primarily due to the necessary verification process with our game providers, particularly for larger winnings. Additionally, recent fluctuations in cryptocurrency prices have required us to take extra precautionary steps, which has added some time to our process. Furthermore, we have encountered slower-than-expected responses from our external providers, who are assisting in authenticating recent winnings.

🛡 While these factors have contributed to the delay, please rest assured that processing your withdrawal remains our top priority. We are working closely with all involved parties to expedite this process.

🎯 To show our commitment to resolving this issue, if your withdrawal is not processed by September 30th, 2024, we will release 10% of the pending withdrawal amount as a gesture of goodwill. The remaining balance will be securely available in your account, and you can request a new withdrawal once we update the processing plan.

We understand this situation is far from ideal, and we sincerely apologize for any inconvenience it may cause. Our team is fully committed to resolving this as quickly as possible, and we will keep you updated.

Thank you for your continued patience and understanding.

Best regards,

HunnyPlay Team"

I cannot take this serious anymore. A 10% withdrawal after 30 September as a gesture of goodwill. I have been waiting since 26 July.

How does the Casino representative know there is an active complaint?

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 noviesol,

Are there any updates on your case? Have you had any further communication with the casino, and most importantly, have you received your funds?

No, I didn’t received my funds yet.

This was the last message I received on 28 August.

💌I completely understand your frustration with the delays, especially given the time you’ve been waiting. 

 👍We truly value your patience, and I want to assure you that we’re doing everything we can to resolve this as quickly as possible

our hope is that you won’t have to wait that long 🙏

I was wondering how does the casino know there is an active complaint?

Dear noviesol,

I have made multiple attempts to contact the casino, but unfortunately, with no success. Without their cooperation, there is little more that can be done on our end. The casino operates under a license supposedly issued by the Curaçao Antillephone N.V. Licensing Authority. However, this license remains unverifiable, as the validator is missing from the casino’s website, and the regulator has not responded to our requests to confirm its validity.

That said, you may wish to escalate your complaint directly to the regulator. If the casino is indeed licensed by them, they might be able to assist you further.

To submit a complaint to Curaçao Antillephone N.V. Licensing Authority please send a summary of your issue to complaints@gaminglicences.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

P.S. In response to your question about how the casino is aware of the active complaint: they previously registered a casino representative account on our site. This enables them to receive notifications about ongoing complaints, participate in complaint threads, and assist with issue resolution. Unfortunately, despite this, the casino has not responded within the given timeframe.

Best regards,

Kubo