HunnyPlay Casino - Jogador enfrenta problemas com o saque do bônus.

I claimed a no-deposit bonus of 150 free spins (promo code: 150FSBIGWIN) at HunnyPlay. The advertised terms clearly stated: no deposit required, wagering requirement x15 on a bonus value of 30€ (= 450€ total to wager), and a maximum withdrawal of 1,000€.

After completing the free spins and winning 1,000€, the casino informed me that I must make a deposit and wager a total of 15,000€ before being able to withdraw. This condition does not appear anywhere in the advertised bonus terms or in the casino’s general Terms & Conditions.

When I contacted support, they admitted in writing that they could not find any clause justifying this requirement. They then tried to redefine "no deposit" as only applying to the activation step, which is not stated anywhere in the offer.

I have screenshots of the original offer, the casino’s support responses, and the Terms & Conditions as proof.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link to the bonus you activated and played with?
• Have you made any deposits and withdrawals in this casino?
• Have you played with bonuses in this casino before?

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

Best regards

Attila

Hello, here is the link: https://www.jouerenlignefr.org/bonus/bonus-sans-depot-150-free-spins-hunnyplay. I have never made a deposit or withdrawal at this casino, and this was my first bonus. 

Thank you for your response. Could you please confirm whether you have completed the bonus wagering? If possible, could you please attach a screenshot of your bonus history?

Thank you in advance for your reply.

Hi Attila,

Please find attached a screenshot of my bonus history showing the wagering requirement as set by the casino.

As you can see, the casino is calculating the wagering requirement on my winnings (1,000 USD x 15 = 15,000 USD), which is completely different from what the offer stated. The advertised terms clearly showed a wagering requirement of x15 on the bonus value of 30€, which should equal 450€ total to wager — not 15,000 USD.

Additionally, even if the wagering requirement were the correct 450€, I would still need to deposit real money to play it through, since my account balance is 0. This directly contradicts the offer which stated "no deposit required" and "minimum deposit: 0€". A no-deposit bonus that requires a deposit to complete the wagering makes no sense and was never disclosed in the terms.

I have never made any deposit on this casino and I should not be required to do so at any stage of this bonus.

Please find the screenshot of the bonus page attached.

Thank you.

Dear Player,

Thank you for providing the screenshot. It appears that the bonus wagering requirement has not yet been fulfilled. I understand that this may be a disappointment, but please know that bonus wagering is a standard procedure in the industry. Additionally, it is common practice to require a small deposit prior to processing a withdrawal for the first time at a casino. In the case of no-deposit free spins, the wagering requirement is typically calculated based on the winnings generated from those spins. For example, if you won $1,000 from free spins and the wagering requirement is 15x, you would need to wager a total of $15,000. Unfortunately, as this is an industry standard, we are unable to compel casinos to release bonus winnings before the wagering requirements have been fully met.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

So, three things: first, the terms and conditions of the bonus clearly state "no deposit required," so I'm not obligated to make a deposit. Second, you say the wagering requirement must be met, which I understand. However, a wagering requirement must be met with money won through free spins, not with our deposited money. This doesn't make sense. Finally, the casino's terms and conditions don't explain how the bonuses work, which I believe is a violation. How can anyone know how the bonus works without any explanation? What I'm asking is that the casino at least release the €1000 so I can complete the €15,000 wagering requirement, and if I succeed, let me withdraw it. But I'm not going to deposit my money because it's a no deposit bonus.

alors 3 choses la première étant que dans les condition du bons il y a marquer sans dépôt lisez bien donc je ne suis pas obliger de déposer, la deuxième étant que vous dite que le wager est obliger d’être rempli chose que je conçois cependant un wager doit être rempli avec l’argent gagner grâce aux free spins pas grâce a notre argent déposer ce n’ai pas logique et pour finir dans les conditions d’utilisation du casino il n’y a aucun section expliquant comment les bonus fonctionne ce qui je pense constitue une infraction parce que sinon comment savoir comment le bonus fonctionne sans indication ? Ce que je demande c’est que au moins le casino me débloque les 1000€ pour pouvoir faire le wager de 15000 et si j’y arrive le laisser les retirer mais je ne vais pas déposer mon argent parce que c’est un bonus sans dépôt

Hello Asmar75,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Asmar75, thank you for your response. Could you please confirm whether I understand correctly that it is not possible to use the free spin winnings to meet the wagering requirement?

Additionally, I would like to inform you that a verification deposit is a standard procedure. Casinos are obligated to comply with strict AML regulations, which is why a small deposit amount is typically required to verify the payment method before any withdrawals can be processed.

Thank you for your understanding.

Best regards,

Attila

Hi Attila,

To answer your question: yes, that is correct. The 1,000 USD in winnings from the free spins are locked as bonus funds and cannot be used to meet the wagering requirement. The casino requires me to deposit my own real money to wager 15,000 USD before those funds are unlocked.

Regarding the verification deposit: I understand that AML regulations may require identity verification, and I have no issue with that. However, what the casino is asking is completely different — they are requiring me to deposit my own money specifically to complete the wagering requirement of 15,000 USD. This is not a small verification deposit, this is asking me to fund my own wagering on a bonus that was advertised as requiring zero deposit at any stage.

The offer clearly stated "minimum deposit: 0€ - no deposit required". There is no distinction made between the activation stage and the wagering stage. The offer simply says no deposit is required, full stop.

To summarize:

• My winnings are frozen and cannot be used to wager

• I am being asked to deposit real money to complete a 15,000 USD wagering requirement

• This condition does not appear anywhere in the casino’s Terms & Conditions

This is not a verification issue. This is the casino creating conditions that were never disclosed.

Thank you.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Asmar75,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite HunnyPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Asmar75, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Asmar75,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at martina.b@casino.guru.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.