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.