HunnyPlay Casino - Player’s withdrawals are delayed and pending.

(First of all my address is not US but CasinoGuru won't let me change it)

I made two withdrawals on HunnyPlay, first for 21128 USDT on the 3rd of August 2024, second for 5.8 ETH on the 12th of August. Both of these have been pending since then.

I have been given excuse after excuse, here are the quotes:

6th:

"The withdrawal will be successful when the Risk team completes the progress check"

"we must take time with Provider also"

7th:

"We are waiting for a response from the supplier. Please give me more time."

10th:

"Due to the recent significant fluctuations in cryptocurrency prices, we need to temporarily review all pending transactions including withdrawals, to ensure we have the necessary funds to process outstanding transactions effectively.

Please be assured that this review is a precautionary measure to safeguard your transactions and ensure a smooth process once the situation stabilizes. We are working diligently to resolve this matter and will keep you updated on the status of your withdrawal."

12th:

"still waitting for team response"

14th:

"My team doesn’t have any update."

17th:

"We do apologise for the delay in payouts, and will update you the moment we have a response from the relevant departments. "

20th:

"I have contacted my team about your case. They are processing the withdrawal and it will be completed soon.

Sorry for the inconvenience. I think you are a big player and always need money in your balance to play."

21st:

"I still have not any news yet"

I am a patient person but the reasoning behind the waiting is not acceptable. They say they are waiting for responses from provider, then it's crypto prices, then it's delays, then it's risk, then it's approved but days later it's still pending. I am baffled.

I never had an issue at Hunny before this withdrawal (I withdrew larger amounts previously!) so I am very confused as to why this specific time I am placed on pending for long!

Dear Canar,

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. 

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Did you use the same withdrawal method in the past?
• 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

• When did you make the last successful withdrawal and how many days did it take to be processed?

I've withdrawn hundreds of times succesfully on Hunny the most recent being 30th of 07, two withdrawals, totaling to $2700 USD.

• Did you use the same withdrawal method in the past?

Yes, I've always used the same method.

• Did you accumulate your winnings with or without an active bonus?

No bonus. Hunny offers benefits to VIP's like cashback but I did not have to wager or play a bonus for the withdrawal.

I received this update today, how is this acceptable? I have to wait 1 more month for 10% of my withdrawal?

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

Thank you for your reply, Canar. 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.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They are both still marked as pending.



For context and transparency, here is list of previous couple of withdrawals that went through nearly instantly.

Thank you very much, Canar, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Canar, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite HunnyPlay Casino representative to join this conversation. 

Dear HunnyPlay Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hey Katarina, thanks for helping me with this. For transparency, me and other users who have issues withdrawing from HunnyPlay have recently been muted on their discord server. All we were discussing was how long we've been waiting for our withdrawals and how it doesn't make sense that crypto price fluctuations have anything to do with deplayed withdrawals. I as well as other users in similar positions to me have been muted (temporarily).

I have received no updates regarding my case since the last time. Zero.

Dear Canar, 

thank you for the update. Let's now wait for the casino's response.

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.

Hi bencheikh261,

I wanted to inform you that since Katarina, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Katarina possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted.

Thank you for your understanding and continued patience.

Dear Canar, 

I am currently in communication with a casino representative outside of this discussion. I will ensure that you are updated on any new developments.

Hey Katarina, hey Petronela and all CasinoGuru team. Thanks for keeping tabs on this complaint.

After waiting 2 months now for the withdrawal, and having been told that I would receive a portion of it on the 30th of September which came and went, I can share that HunnyPlay have sent me 5% of the total amount pending. Not even the 10% they promised. I am very frustrated, I just want my funds. They stated multiple times that once 30th September comes, I would get 10% and now I am not even getting that... And 0 idea on when I'll get the rest ofthe 95%!!!

Please help.

Quote:

🙏 We hope this message finds you well. We sincerely apologize for the recent delays in processing your winnings. Your experience is our top priority, and we fully understand how important it is for you to receive your payouts promptly.

📊 Due to a recent increase in winning activity and fluctuations in the market, we’ve experienced higher transaction volumes than usual, which has temporarily impacted our processing times. While we are working hard to expedite the process, we want to provide a clear plan to ensure you begin receiving your funds as soon as possible.

🏦 Payment Plan:

We will begin processing your withdrawals in smaller portions to help reduce wait times. Here’s the plan moving forward:

* First Payment: You will receive 5% of your pending amount, which is 1868.31 USD.

* We will continue to process additional portions at least each month until your funds are fully processed.

⏭ Next Steps:

1. Pending Withdrawal Cancellation: Your current pending withdrawal will be cancelled, and the funds will be returned to your account balance.

2. Submit New Withdrawal: Please submit a new withdrawal for the amount of 1060 USDT and

0.29 ETH to start the processing.

👍 We deeply appreciate your patience and understanding as we work through this temporary situation. Rest assured, we are committed to processing your withdrawals in a timely manner and keeping you updated on any further developments.

Thank you for your continued trust and support of HunnyPlay. If you have any questions, please feel free to reach out to our support team for assistance.

Best regards,

The HunnyPlay Team

Dear Canar, 

thanks a lot for your message.

Dear HunnyPlay Casino,

according to your terms and conditions, specifically in the section 3.4 Withdrawals you state:

3.4.5. In case your winning is $50,000 or more, HunnyPlay reserves the right to pay the winning in equal parts as until the amount is fully dispersed.

I would like to emphasize that Canar has won significantly below this threshold, and therefore, it appears that your own policies are not being adhered to. Additionally, compensating your valued customer with only 5% of the winnings after nearly two months of waiting is unacceptable. Building a brand on half-truths is not an effective strategy for promoting your casino. Even during challenging financial times, it is important to ensure that your customers do not suffer due to shortcomings in management.

Update:

Yesterday, 3rd October, I can confirm I received 0.29 ETH and 1060 USDT.

The rest of the withdrawal was cancelled and returned to my in-site wallet. I decided to keep playing (Yes I am a gambler and need help lol) as I kind of felt like it will take forever to get my money back anyway so why not just play a bit. Well I hit a max win on the new NLC San Quentin 2.. This means I currently have, on my HunnyPlay in-site wallet:

29.823 ETH worth at the time of writing this $69975

3014 USDT

I am not sure how Hunny is going to react to me now requesting even more money to be withdrawn. But I wanted to share an update on the current balance I have.

I have received no more news on when I'll get the rest of my withdrawal. (Note in the screenshot it says 29.38 ETH because I have 0.443 locked in a pending withdrawal)

Dear Canar, 

thank you for the update and congratulation on your winnings.

I have revised the value of your dispute and have already communicated with the casino regarding this recent update. At this point, we must await further developments.

Dear Canar, 

I apologize, but since we haven’t received any response from the casino in a long time, regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

I would strongly advise against continuing to engage in activities at this casino, since as you might know, HunnyPlay Casino received a ‘3.2 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.