Honeybetz Casino - Player believes that their withdrawal has been delayed.

I am requesting urgent assistance regarding a withdrawal and verification dispute with HoneyBetz Casino.

The casino requested verification documents before processing my withdrawal. I successfully provided proof of address and was given a way to submit that document by uploading this document via a button under the verifications section on my profile.

However, when it comes to proof of identity, the casino refuses to provide any working upload option or an alternative manual submission process.

The 3rd party app they are using for this process, called Veriff doesn't work and it tells me that my country details are not supported.

I have a Greek passport & driving license but I live and work in Norway for many years already. - they already accepted my proof of address -.

I have contacted support several times and clearly explained that I am willing and ready to provide my passport and any other required identification documents, asking them to give me the way to upload these documents, same as they did for my Proof of address process, in their site, as i described above.

Despite my cooperation, they are ignoring my emails and when sporadically answer back, they are telling me to use the process which i described above - via Veriff - which i told them already that it doesn't work.

Until now, no practical solution has been provided that would allow me to complete the identity verification process.

Because of this, my withdrawal remains pending and inaccessible.

I would like to emphasize that I am not refusing KYC verification. The issue is that the casino is deliberately not provide me with a reasonable method to submit the required identity documents, while continuing to withhold my funds.

I am asking Casino Guru to review this case and help obtain the following outcomes:

Immediate provision of a manual identity verification method; and immediate Completion of verification and processing of my withdrawal.

I have supporting evidence including screenshots, emails, and records of my communications with the casino. - more than 5 which is the maximum number of attachments asked here -.

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 Fierra,

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

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

Dear Fierra,

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,

Karla