Honeybetz Casino - Igrač tvrdi da mu je isplata odložena.

I am submitting this complaint regarding unresolved withdrawal delays and unjustified document rejections by Honeybetz Casino. My current remaining account balance is 4,152.36 RON.

​Summary of events:

​I initially requested a withdrawal which was delayed for over 5 days under various verification requests. After public pressure, a partial payment of 5,000 RON was approved.

​On August 10th, 2026, my remaining withdrawal request of 2,500 RON was cancelled by the casino.

​The casino marked my official 3-month PDF Revolut bank statements (both RON and EUR) as "Rejected," stating "missing proof of source of funds."

​To resolve this immediately, I downloaded and uploaded the official individual PDF transaction receipts directly from Revolut for every deposit made to their merchant (Dalstrz), clearly displaying my full name, IBAN, exact dates, and transaction amounts.

​Support agent Xavi confirmed via Live Chat that the newly submitted receipts were uploaded correctly and forwarded to the finance team, but my withdrawal option remains blocked and no verification approval has been granted.

​I have fulfilled all KYC and source-of-funds requirements by providing official PDF bank receipts matching all deposit transactions. I request Casino Guru's mediation to ensure my account verification is completed and my remaining balance of 4,152.36 RON is paid out in full.

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.

Dear Hookah47,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

​Update on my case:

The casino has just rejected all my official individual Revolut bank statements/receipts (matching their payment processor Dalstrz) without reviewing them (rejected in bulk within the same minute).

​I have provided:

​Complete 3-month official Revolut PDF bank statements showing the Dalstrz transactions.

​Individual PDF deposit receipts for each transaction showing my full legal name, IBAN, exact timestamp, amount (381.39 EUR), and merchant details (Dalstrz).

​The operator is acting in bad faith, continuously rejecting fully valid, unaltered banking documents issued by Revolut Bank. I request immediate mediator assistance as my funds (4,152.36 RON) are being unlawfully withheld.

Thank you for the update. Could you please let me know whether you have accumulated your winnings with or without an active bonus?

Please note that Source of Funds (SoF) verification is slightly different from simply proving that a deposit came from your bank account. The casino may need to establish where the money used for your gambling originated, for example, from your salary, savings, business income, investments, or another legitimate source.

Therefore, a Revolut statement confirming that you made the deposits to Dalstrz may not by itself satisfy the casino's SoF requirements. It could have been rejected because it does not show the origin of the funds credited to your Revolut account, or because the casino requires additional documentation to establish that source.

Since the casino has apparently rejected the documents, we would first like to clarify exactly what is missing rather than assume that the documents were rejected without reason. Please ask the casino to specify which SoF information or documentation is still required.

If they have already explained what additional proof they require, please share that communication with us so we can assess the situation further. You can forward all relevant correspondence between you and the casino to jean.s@casino.guru or post screenshots here.

Hello Jean,

​Bonus Status: The winnings were accumulated without an active bonus (real money funds only).

​Verification / SoF Context: The casino never requested a Source of Funds (SoF) verification, nor did they ask for proof of income, salary, or savings. They specifically requested a 3-month bank statement associated with the card used for deposit to verify payment ownership/transactions.

​The Core Issue: I provided the full 3-month official PDF Revolut statement showing my name, address, IBAN, and transactions. Furthermore, their live chat support (agent Elton) reviewed the exact document in real-time, confirmed that it contained all required information, and promised to mark it as priority. Despite this explicit confirmation from support, their department issued an automated rejection shortly after without providing any specific explanation or asking for additional documents/SoF proof.

​Due to their repeated automated rejections without justification and total lack of cooperation, I have officially raised a dispute with my bank (Revolut) to recover my deposit. I am willing to provide any specific document if the casino explicitly asks for it, but so far they have only provided automated rejections.

As you can see from their latest email, they keep sending template messages requesting a 3-month bank statement PDF—which is the exact document I have already uploaded multiple times and had confirmed by Elton on chat.

Jean, the casino confirmed that my August 8th deposit is visible, but asked for proof of two earlier deposits from August 3rd. I have just provided them with the RON Revolut statement showing those exact transactions processed under their other gateway names (Tolmag & Alrnd). All requested proof is now 100% provided.

Jean, look at what the casino is doing now. Last night, two support agents (Steffan and Gavin) confirmed in writing that my account was fully verified, no more documents were needed, and both my withdrawals were being processed. Today, they randomly opened a new requirement asking for 'Proof of deposit' again, clearly trying to delay or cancel my approved payouts. I am attaching both the chat confirmations from last night and this new tactic.

Jean, look at the blatant bad faith from the casino. Last night, two different support agents (Steffan and Gavin) confirmed in writing that my account was fully verified, no further documents were required, and my two withdrawals were actively being processed. Today, they randomly rejected a document and created a new mandatory 'Proof of Deposit' requirement to block my payouts once again. This is clear evidence of systemic withdrawal stalls and harassment.

Jean, here is proof of continuous automated stalling. Just 5 minutes after uploading the exact deposit proof from the official bank statement—which they previously accepted—the automated system rejected it again. They are looping automated rejections to block my pending withdrawals (2,500 RON + 1,652.36 RON) that support agents Gavin and Steffan already confirmed as approved and processing.

Jean, look at the extreme measures this casino is taking to avoid paying my 4,152.36 RON balance. After agents Steffan and Gavin confirmed in writing that my account was fully verified and payouts were processing, they are now auditing my private, personal bank transactions from months ago (P2P transfers with friends from June/July) that have ZERO connection to the casino. All deposits to the casino were made strictly from my own card/account in my name. They are abusing SoF/AML checks purely to stall and withhold my winnings."

​They are using an automated rejection loop to intentionally block my 4,152.36 RON withdrawals. I will not upload any more documents to their platform as this is clear systemic bad faith. I request Casino Guru to intervene directly with their management."

​"Jean, here is the ultimate proof of their automated bad-faith tactics. The support agent herself (Mariana) admitted on live chat that the rejection happened automatically before the verification team even looked at the documents I provided. This confirms their system executes instant automated rejections just to block withdrawals. I have asked her to manually escalate the file to management."

​They are effectively admitting to confiscating my winnings without any justification, using automated KYC rejections as a stall tactic until they decided to just close the account. I am NOT accepting this as resolved. I need your urgent intervention to stop this confiscation of funds."*

Jean, the casino's support (Izabel) followed up in English, stating that the responsible department is actively processing my inquiry regarding the unpaid balance. I am giving them until the end of the week (Friday, August 21) to transfer the remaining ~1,150+ RON from my 4,152.36 RON balance before moving forward with public escalations.

Hello Hookah47,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Honeybetz Casino to join the conversation.

Dear Honeybetz Casino,

Could you please clarify why the player's remaining funds have not yet been disbursed? It appears that the player has provided all the required documents, while the latest documents submitted were automatically rejected by your system.

I look forward to your clarification or, ideally, to the funds being processed and released to the player.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Hookah47,

We would like to inform you that your full balance was refunded on 14 August. The majority of the amount was returned as a reversal of your previous deposits, while the remaining funds were refunded to the bank account details you provided.

Please note that it may take up to five business days for the funds to reach your bank account.

Regarding the closure of your account, please be advised that this decision was made for administrative reasons, in accordance with our Terms and Conditions, specifically Clause 10.3, which states:

"The Company reserves the right to close your User Account and refund any funds remaining in the User Account, subject to the deduction of applicable withdrawal charges, at the Company’s absolute discretion and without any obligation to state a reason or provide prior notice."

We recommend checking your bank statement to confirm receipt of the funds. If the funds do not appear within the specified timeframe, please let us know.

Best regards,

Honeybetz Casino

Dear Michal,

​Thank you for your assistance. The casino representative's statement that my "full balance was refunded" is mathematically false:

​The Math:

​Total legitimate balance in my account before closure: 4,152.36 RON (~835 EUR) (proof already provided).

​Total refunded deposits: ~568.19 EUR (via card chargebacks / reversals).

​Additional bank transfer received: 33 EUR (~165 RON).

​Unpaid remaining winnings: Over 1,150 RON (~234 EUR) are still completely withheld/confiscated.

​Unfair Terms (Clause 10.3):

​The casino is attempting to justify confiscating my legitimate winnings by citing Clause 10.3 ("closure at absolute discretion and refund subject to deductions without stating a reason").

​I have not violated any terms, bonus rules, or fair play policies. Citing arbitrary administrative discretion to void winnings is inherently unfair.

​I request Honeybetz Casino to provide a transparent financial breakdown explaining where the missing ~1,150+ RON from my verified balance disappeared, and to disburse the remaining profit to my bank account.

​Best regards,

Horațiu

Dear Hookah47,

As mentioned in our previous message, the transaction may take up to five business days to be processed. As the reversals were initiated on 14 August, the funds should be received by the end of the business day on 21 August.

The total amount refunded through the reversals should be RON 3,980, covering the three deposits made on our platform. We can also confirm that you have already received the additional amount of EUR 33.

If you do not receive the remaining funds by the indicated date, please provide a bank statement for the card ending in 7973, covering the period from 14 August until the present day.

Thank you for your understanding and patience.

Kind regards,

Honeybetz Casino

Dear Michal,

​The casino representative's response officially confirms my exact point: they have only refunded my initial deposits (RON 3,980) plus EUR 33, while completely voiding/confiscating my legitimate winnings.

​Unpaid Balance:

​Total balance in my account before closure: 4,152.36 RON.

​My initial deposits (3,980 RON) + the 33 EUR (~165 RON) do not cover my legitimate total balance and previous pending withdrawals from gameplay.

​A difference of over 1,150 RON in legitimate profit/winnings remains withheld.

​No Terms Violated:

​Honeybetz Casino closed the account under Clause 10.3 ("administrative reasons at company discretion").

​Refunding only deposits after a player wins fairly is considered an unfair gaming practice under Casino Guru standards.

​I ask Casino Guru to maintain this complaint active until Honeybetz Casino either justifies with concrete proof what gameplay rule was breached or pays the remaining profit balance.

​Best regards,

Horațiu

​The casino representative's response officially confirms my point: they have only refunded initial deposits rather than paying out my legitimate account balance, and their calculations are misleading.

​Deposit & Refund Clarification:

​Honeybetz claims they refunded "3 deposits totaling 3,980 RON". In reality, they only initiated reversals for 2 deposits (EUR 381.39 via Dalstrz and EUR 186.80 via Tolmag, totaling ~2,840 RON).

​The third deposit was already settled and accounted for during my previous successful gameplay and withdrawals prior to this dispute.

​On 14 August, the only direct transfer sent through their payout processor (Interdersoft Limited) was a fraction of EUR 33 (~165 RON).

​The Unpaid Profit Balance:

​Total legitimate balance in my account before closure: 4,152.36 RON (~835 EUR) (proof already attached).

​Even factoring in the refunded deposits and the EUR 33 payment, a difference of over 1,150 RON (~234 EUR) in legitimate winnings remains withheld and confiscated.

​Unfair Practice (Clause 10.3):

​Refunding deposits and confiscating winnings under vague "administrative reasons" without demonstrating any breach of rules is an unfair gaming practice.

​I request Honeybetz Casino to disburse the remaining profit balance of over 1,150 RON to settle this case.

​Best regards,

Horațiu

Dear Hookah47,

As stated in our previous response, your account balance was 4,152.36 RON. Of this amount, 3,980 RON was returned through deposit reversals, while the remaining 172.36 RON (approximately EUR 33) was refunded manually. The combined amount therefore fully covers the disputed balance.

We remain available to review and clarify the origin of the additional 1,150 RON amount you referenced. To assist us with our further investigation, please provide any relevant supporting information, such as transaction dates, payment method details, or proof of the charge.

We would also like to clarify that there was no pending withdrawal on the account at the time of the account closure, and that the final available account balance was 4,152.36 RON.

Should you have incurred any transaction-related fees, we regret any inconvenience caused. However, as payment transactions are processed by independent payment service providers, we do not have direct control over fees charged by banks, card issuers, or other financial institutions.

We remain open to resolving this misunderstanding and are available to address any further questions you may have.

Best wishes,

Honeybetz Casino

Dear Michal,

​I have attached the official Revolut bank statement for 14 August 2026 (Card ending in 7973), which fully disproves the casino's claim of having refunded 3,980 RON:

​Exact Inflows from Casino Processors on 14 August 2026:

​Dalstrz: +€381.39 (~1,900 RON)

​Tolmag: +€186.80 (~930 RON)

​INTERDERSOFT LIMITED: +€33.00 (~172.36 RON)

​Total received: €601.19 (~3,000 RON)

​The Missing Difference:

​Confirmed balance at closure: 4,152.36 RON (~€835)

​Total actually received: €601.19 (~3,000 RON)

​Unpaid remaining balance: Exactly 1,152 RON (€230)

​The official statement proves that only 2 deposit reversals plus the €33 manual payment were credited. The third deposit claimed by the casino was never refunded on August 14.

​I ask Honeybetz Casino to review their processor logs and release the remaining 1,152 RON to conclude this matter.

​Best regards,

Horațiu

To clarify why Honeybetz Casino's accounting is misleading, I have attached both my official bank statement from 14 August and the previous transaction history from their payment processor (Interdersoft Limited):

​Two Completely Separate Cycles:

​Cycle 1 (7–8 August): My initial deposit was fully wagered, completed, and paid out through two approved withdrawals of €475.61 (7 Aug) and €476.68 (8 Aug), totaling ~5,000 RON. That cycle was finalized and closed.

​Cycle 2 (Current Disputed Balance): The balance of 4,152.36 RON at the time of account closure was generated strictly from my subsequent deposits and gameplay.

​The Artificial Math by the Casino:

​Honeybetz is artificially counting the deposit from Cycle 1 as part of the refund for Cycle 2, claiming a total refund of "3,980 RON".

​In reality, on 14 August they only reversed 2 deposits (Dalstrz: €381.39 and Tolmag: €186.80) plus the €33 manual transfer, totaling ~3,000 RON.

​The deposit from Cycle 1 was never refunded on August 14 because it was already part of the prior settled withdrawals.

​The Unpaid Profit:

​Confirmed balance at closure: 4,152.36 RON

​Total refunded on August 14: ~3,000 RON (€601.19)

​Remaining unpaid winnings: Exactly 1,152 RON (€230)

​The casino cannot retroactively count an old, already-settled deposit to offset legitimate winnings from a subsequent balance. I ask Honeybetz Casino to release the remaining 1,152 RON directly to my bank account.

​Best regards,

Horațiu

Thank you all for your responses. I trust that, through the continued cooperation and joint efforts, we will be able to reach a positive resolution in this case.

Dear Honeybetz Casino Team,

We are looking forward to your clarification regarding the calculation used to determine the remaining amount due to the player.

The player's calculation indicates a different amount, so I would appreciate it if you could provide your calculation, including the relevant figures and methodology used, so that we can compare the two calculations and clarify the discrepancy.

Dear Hookah47,

Do I understand correctly that you initiated a chargeback or payment reversal with your bank for some of your deposits?

If so, could you please clarify which deposits were subject to the chargeback/reversal, when you initiated the process, and the reason provided to your bank for requesting it?

Please also provide any relevant documentation or confirmation from your bank, if available, so that I can properly understand the circumstances.

Dear Michal,

​To clarify the situation regarding the deposit reversals:

​Origin of the Reversals:

​I did not file a formal chargeback dispute or claim fraud with my bank against the casino.

​Following the arbitrary closure of my account by Honeybetz under Clause 10.3 (due to automated KYC document rejections), the casino/their payment processors (Dalstrz and Tolmag) voluntarily initiated merchant refunds/reversals for my last 2 deposits directly back to my card on 14 August (EUR 381.39 and EUR 186.80), alongside the manual EUR 33 bank transfer.

​The Core Issue:

​Because the casino chose to settle my account closure by refunding my latest deposits rather than processing my full withdrawal, they effectively confiscated the remaining profit generated during legitimate gameplay.

​My verified balance before closure was 4,152.36 RON (~EUR 835).

​The total amount refunded to me on 14 August was only ~EUR 601.19 (~3,000 RON).

​A legitimate winnings balance of ~1,152 RON (~EUR 230) remains completely unpaid.

​I am awaiting the casino's detailed mathematical breakdown as requested by you, as their claim of refunding 3,980 RON does not match the actual August 14 transactions.

​Best regards,

Horațiu

Dear Hookah47,

Thank you for your message. We would like to clarify the situation to avoid any misunderstanding.

It appears that you have received only two of the three deposit reversals, which explains the discrepancy you mentioned. Please also note that the refund was processed on our side on 13 August 2026. We recommend checking your account activity for this date as well.

As previously mentioned, it can take up to 5 business days for the funds to be fully processed by the banking system. This means the transaction should be completed by the end of the working day on 21 August 2026.

If you still have not received the missing funds by that time, please provide us with a bank statement covering the period from 13 August 2026 to the current date (21 August 2026 or later). We will then investigate the transaction with the relevant payment provider and work to resolve the issue as quickly as possible.

We appreciate your patience and understanding.

Best regards,

Honeybetz Casino

​Dear Michal, Dear Honeybetz Team,

​Thank you for confirming the discrepancy regarding the missing third transaction.

​I have verified my bank statement for 13 August 2026 as suggested, and no transactions from Honeybetz or its processors were received on that date.

​As agreed, I will wait until the end of the working day on Friday, 21 August 2026 for the missing funds (~1,152 RON) to be credited to my account.

​If the funds do not arrive by Friday evening, I will provide the requested full bank statement covering 13–21 August 2026 so the casino can trace the transaction with the payment provider.

​Best regards,

Horațiu

Dear Honeybetz Casino Team,

Thank you for your clarification regarding the currently "missing" funds. I appreciate your efforts and trust that the funds will be received by the player within the expected timeframe, allowing us to conclude this case.

Dear Hookah47,

I am pleased that the discrepancy has been clarified. I will await your confirmation regarding the receipt of the funds.

I remain hopeful that there will not be any unforeseen obstacles.

Dear Michal,

​Thank you. I will monitor my account and update you here by Friday evening, August 21, as soon as the remaining funds arrive or if further investigation with bank statements is required.

​Best regards,

Horațiu

Dear Michal, Dear Honeybetz Team,

​As requested by the casino in their previous message, I have attached my official Revolut bank statement covering the entire period from 13 August 2026 to 21 August 2026 (Card ending in 7973).

​Current Status:

​Today is 21 August 2026, and no further funds or reversals have been credited to my bank account.

​The only amounts ever received remain the two initial reversals (€381.39 and €186.80) and the €33 transfer from August 14.

​The remaining balance of 1,152 RON (€230) is still missing.

​Next Steps:

​Since the 5 business days processing timeframe has elapsed without receipt of the third reversal, I request the casino to investigate this with their payment provider.

​Please provide the official Acquirer Reference Number (ARN) / transaction proof for the missing payment, or proceed with a direct manual bank transfer to settle the outstanding balance.

​Best regards,

Horațiu

Dear Michal,

​The working day of 21 August 2026 has officially ended, and I confirm that no missing funds have arrived in my account.

​As demonstrated by the full statement uploaded earlier (13–21 August), the third reversal was never credited.

​I kindly ask for your assistance in requesting the casino to provide the official ARN / transaction receipt or proceed with an immediate manual bank transfer to settle the remaining balance of ~1,152 RON.

​Best regards,

Horațiu

Dear Hookah47,

We sincerely apologize for the issue concerning the non-receipt of one of the refunded amounts.

To investigate this matter with our payment provider, could you please send us a bank statement in PDF format covering the period from 13 August until the current date? You may email the document to contact@honeybetz.com or reply directly to one of our previous emails with the attachment.

Once we receive the requested document, we will investigate the matter promptly and contact you with an update as soon as possible.

Thank you for your understanding and cooperation.

Kind regards,

Honeybetz Casino

​Dear Honeybetz Team, Dear Michal,

​Thank you for the update.

​I have just sent the official bank statement in PDF format covering the entire period from 13 August 2026 to 24 August 2026 to contact@honeybetz.com.

​As confirmed by the document, the third refunded amount is still missing from my balance. I look forward to your prompt investigation with the payment provider and the resolution of this matter.

​Best regards,

Horațiu

Thank you all for your responses. While it is naturally a bit disappointing that the outstanding payment has not yet been received as we had hoped, I remain optimistic that the matter will be resolved in the very near future.

Dear Honeybetz Casino,

We kindly look forward to your timely resolution of the remaining issue and trust that you will give it the necessary attention.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hookah47,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru