The player from Switzerland had won 9,000 francs at Hornet Beat Casino but faced a withdrawal limit of 5,000 francs. After submitting identity verification documents three months prior, she remained blocked and had not received any response from the casino regarding her payout. Despite multiple attempts to clarify her situation and provide necessary documentation, the casino did not cooperate. The Complaints Team had tried to reach the casino for a response but was unsuccessful. Consequently, the complaint was closed as "unresolved," which may have impacted the casino's Safety Index.
Hornetbet Casino - Player’s withdrawal is delayed and account is blocked.
Unresolved
Our verdict
No reaction policy
Black points: 1,074
Amount: 9,000 CHF
Hornetbet Casino
Safety Index:Very lowCase summary
Discussion
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9 months ago
Translation
Hello, I deposited my own money into the Hornet Beat Casino and by the night I had won 9,000 francs. I wanted to withdraw, but the maximum amount that could be withdrawn was 5,000 francs. I thought twice about withdrawing it. In the morning I received a message saying that they had to check my identity. I sent everything, and it's been three months since they sent me a response. I'm still blocked from the Horner Bit Casino, and they aren't paying me out and they're not even responding anymore. I'm asking for a solution.
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9 months ago
Dear Margit87,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you created more than one account at this particular casino?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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9 months ago
TranslationSubject: Re: Your feedback on my account
Dear Veronika,
Thank you for your message.
I would like to clarify again that I only have one account with this casino and have never created multiple accounts.
Regarding the IP address: I have already sent you my current IP address, as well as a municipal residence permit and bills showing my new address, as I recently moved. These documents clearly prove that this is my current, private residential address.
As for winnings, I played without an active bonus and won with my own deposit.
I therefore request you again to carefully review my case and not to further deny me access to my account or withdrawal. There is no violation on my part.
Thank you in advance for your support.
Best regards
Margit
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9 months ago
TranslationSince I knew that the full amount couldn't be paid out on "Small," I originally considered having my winnings paid out in two installments—this was purely a technical consideration, not an attempt to circumvent anything. I was open and transparent with all the information I provided and didn't do anything wrong.
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9 months ago
Could you please describe in more detail whether you experienced any issues with the verification of your casino account due to your recent address change?
Did you enter your previous address in your casino profile, or did you submit only your new, current address?
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9 months ago
TranslationAccount blocked despite address verification
Dear Support Team,
Regarding the blocking of my casino account, I would like to clarify the following:
Apparently, my account was blocked due to a new IP address. In this regard, I have already sent you a proof of residence with my new address. I have also submitted a recent bill with the same address as further proof.
Despite these clear documents, my account remains blocked. I find this process very incomprehensible and unprofessional. All required documentation has been provided, and I therefore request that my account be reviewed and activated immediately.
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9 months ago
TranslationMy old address is still stored in my casino profile. However, after my win, I informed you in writing of my change of address and sent you my new residential address along with official proof of residence.
I don't think it's right that my account remains blocked despite the documents I submitted. I have all the necessary documentation, and I have clearly and verifiably communicated my new address.
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9 months ago
TranslationMy previous (old) address is still saved in my casino profile.
I did not actively change the address in my profile, but I notified you in writing that I had moved and submitted documents with my new address (proof of residence and invoice).
I did not resubmit the old address, but only sent my new, current address for verification.
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8 months ago
Please forward me all the communication between you and the casino customer support regarding the verification of your account and its closure at veronika.f@casino.guru. Thank you for your cooperation.
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8 months ago
TranslationI have sent all the necessary documents as well as my health insurance documents and my identity card from Switzerland as well as my residence confirmation and my bank account statements, but since then they have not answered me in several letters and they have not answered me in live chat.
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8 months ago
TranslationI'm sorry, but I thought he wouldn't let me upload what I sent. He let me upload everything else.
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8 months ago
TranslationData does not let me upload only the photos that were written but my data when I upload or want to upload, it does not allow
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8 months ago
TranslationI'm sorry. I've tried several times to upload my data, which I sent via email to Hornet Beat Casino, but unfortunately, it doesn't work. I still hope they can fully resolve this, because I sent everything, but they haven't even responded to me via live chat, and they're not responding to emails either. I think this is highly fraudulent.
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8 months ago
Thank you very much, Margit87, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Hello, Margit87!
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.
Dear Hornetbet Casino, 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!
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8 months ago
TranslationYes, since I sent all the necessary documents and I'm still blocked, they're not answering me in the live chat, nothing at all. That can't be right, because I've moved and have a different address. That's why I haven't been paid out, and I've even been blocked for months. This is a case of fraud on the part of the casino site.
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8 months ago
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.
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8 months ago
TranslationIn that case, is it a scam to collect money and not pay out the winnings?
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8 months ago
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 Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index 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's license does not have any customer complaint services but you can still try to contact them via this e-mail: info@gcb.cw. 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
