HunnyPlay Casino - Las ganancias de los jugadores fueron confiscadas.

Ok so I activated a bonus witch gave me 50 free spins. I got like 70 dollars from the free spins that unfortunately only made me 7 dollars because that was the max amount I can win. So then after I was a little disappointed that I only got 7 instead of 70 I got over it and went to play other games with the winnings of the bonus. I started to play Lucky oak with the 7 dollars. And ended up hitting for a big win of 199 dollars on a .20 cent bet x999. After that I raise my bet to a dollar and hit a couple bonuses again one for 107. Another for 130 and a few others like 70 and 50. Basically I had over 450 dollars in winnings then all of a sudden I had only 1 dollar. I got very upset and tried to contact support and support button doesn't work. I contacted a vip rep on telegram that told me that the money was gone because the bonus only allowed me to get 7 dollars max but like I said I used the 7 dollars fron the bonus winnings to play on. So that should of been my winnings because the bonus was done. They didn't resolve anything and I just got left with 1 dollar after hitting big.im very angry.

Dear 13mmoralesalan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HunnyPlay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous deposits in the casino?
• Was the bonus you played a no-deposit bonus? Could you please share a screenshot of what the specific bonus conditions were for that bonus?
• Were you at any point informed that the maximum cashout persists after the wagering of the bonus was complete?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes I previously deposit a few bucks but only once and not for this bonus. Yes this was a no deposit bonus but the terms had already been payed out. My winnings were with the outcome of the bonus. Like I won the max of 7 bucks because of the bonus and then I used that 7 dollars to keep playing then I hit big.

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Thank you very much, 13mmoralesalan, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, 13mmoralesalan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

Will I get my money if they don't reply?

If they will decide to pay you, yes. But we cannot get your money from the casino if they do not communicate with us. I will reach out to them once more via other channels.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

We’ve reopened this complaint at the request of HunnyPlay Casino.

Hello everyone,

My name is Michal, and I took over this case.

In relation to your bonus, please note that both the maximum bonus amount and the maximum cashout have been set at $7. This means that the bonus you were eligible to receive from the 50 free spins was capped at $7. After utilizing those funds and fulfilling the wagering requirements, the maximum cashout remained at $7 as well. Therefore, it is important to understand that the cap was not applied twice; rather, both the maximum bonus amount and the maximum cashout for this particular bonus were limited to $7.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.