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I have been holding a withdrawal of 252.94 bnb for 4 hours and no one has given me an answer, the customer service says that the support will solve it, the truth is I don't think they want to give it to me, I won it legally betting, no bonuses or strange things

Llevo 4 horas con un retiro de 252.94 bnb frenado y nadie me da respuesta, la atención al cliente dice que lo va a resolver el soporte, la verdad creo no me lo quieren dar, lo gane legalmente apostando, nada de bonos ni cosas raras

Dear seba1391,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear seba1391,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the inconvenience:

The casino kindly let me release 200 bnb and held me back 252.94 for verifications.

I've been waiting for more than 10 days but if they say it's 14 I'll wait longer

The fear is that the casino never asked for KYC and it's a dapp, I'm kind of worried about the delay but it could be because it's a small casino.

What I do see wrong is that you can deposit without any type of limit and for that they do not ask for anything.

They only limit you with withdrawals, which is quite convenient for them

Disculpen las molestias:

El casino amablemente me dejó liberar 200 bnb y me retuvo 252.94 para verificaciones.

Llevo más de 10 días esperando pero si dicen que son 14 esperaré más

El miedo es que el casino nunca pidió KYC y es una dapp me tiene medio preocupado la demora pero puede ser porque es un casino pequeño.

Lo que si veo mal es que se puede depositar sin ningún tipo de límite y para eso no piden nada.

Solo te limitan las extracciones, lo cual es bastante conveniente para ellos

I fully understand your frustration with the delay.

Have you saved any conversation between you and the casino where they explain the reason for the delay? Could you please send it to me at tomas@casino.guru for review? Alternatively, you can post the information here. I'll await your reply.

I send by this means screenshots.

I have been waiting for the withdrawal for more than two weeks and they say it can take up to 21 days.

Beyond the fact that they are kind and I am in a very stressful situation, they do not present proof that they are really working on the retreat other than their word.

Honestly, they generate a lot of doubts and it is a huge amount of money

Thanks for following the case.

Envío por este medio capturas de pantalla.

Llevo más de dos semanas esperando el retiro y dicen que puede demorar hasta 21 días.

Más allá de que son amables y yo estoy en una situación muy estresante, no presentan pruebas de que de verdad estén trabajando en el retiro más que su palabra.

Sinceramente me generan muchísimas dudas y es una cantidad enorme de dinero

Gracias por seguir el caso

Thank you very much, seba1391, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Ok, can we follow the case in this medium? So you don't lose the thread of the conversation

Ok el caso lo podemos seguir en este medio?. Para que no se pierda el hilo de la conversación

Hello there,

Thank you seba1391 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask HunnyPlay Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear seba1391, I was in contact with a casino representative stating that you have received your winnings. Can you confirm that your issue has been resolved and you no longer need assistance?

Thank you in advance!

Dear Seba, 

As mentioned to you, we were checking on the authenticity of your winnings and have mentioned to you that it would take between 14 -21 days. We have already checked and processed your withdrawals to you within the advised timeframe.

Thank you and happy wagering in HunnyPlay.io!

They have released Monday correctly I have had other large gains again and the extractions have been much faster

The improvements and support of the casino and CasinoGuru are appreciated

Han liberado el día lunes de forma correcta he tenido otras ganancias grandes de nuevo y han Sido mucho más rápidas las extracciones

Se agradece las mejoras y el soporte del casino y de CasinoGuru

Dear seba1391,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter