Honeybetz Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

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.

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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 [email protected] or post screenshots here.