HomeComplaintsHornetbet Casino - Player's withdrawal is delayed.

Hornetbet Casino - Player's withdrawal is delayed.

Amount: 12,100 CHF

Hornetbet Casino
Submitted: 31 Jan 2025
Opened Current status

Waiting for casino to reply

4d 21h 30m 19s

Case summary

The player from Switzerland requests withdrawals of 12,100 Swiss Francs from Hornetbet after receiving confirmation of successful transactions. However, he later received an email stating the payouts would not be honored. Attempts to seek clarification have been ignored.

Public
Public
Translation

Ladies and Gentlemen



I made several winnings last week and also paid them out at Hornetbet. I received confirmation by email that these were successful, but on Monday January 27th 2025 I then received an email saying that I had not received the payments and that I was being blocked. I did not receive the payments of 12,100 Swiss francs, but I was not blocked. I tried to write and find out reasons why I did not get my money. I have already deposited a lot and was happy with the games on offer, but I am shocked at what is happening now. I am being accused of things that make no sense - simply lies that are not true. I played with my money, with my phone, in my apartment. I am still sending the email history that I had at the beginning, but I am just being ignored.


Hornetbet

Player name: [hidden by Casino Guru]

Address: [hidden by Casino Guru]


Kind regards


DT

Automatic translation:
Public
Public

Dear Lonix01, 

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?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Public
Public
Translation

Hello Veronika


Thank you very much for your answer and valuable work.


I, my wife and my child live in my household. It is just us here, my father who is mentioned from the casino lives on the same street with his wife in his own household.


In the meantime, I spoke to my brother and he actually opened an account with my father's name, but my brother lives in the neighboring village and he has opened several accounts there. That shouldn't have anything to do with me and it should also be clear at Hornetbet that my father's account is being played at a different IP address and not at my IP address. My father has never played in a casino in his life.

From my household and my IP address and also from my father's IP address, only my account was played with, by me, with my money, with my iPhone.


My account is fully verified, I also had withdrawals weeks ago that worked completely, but the winnings were smaller.


The winnings were without active bonuses, until the winnings came, I deposited several thousand francs.



Best regards



DT



Automatic translation:
Public
Public
Translation

Hello Veronika


Is there anything new about my case?

I forgot to tell you my username, which is also Lonix01 at Hornetbet.


Greeting

Automatic translation:
Public
Public

Thank you for your clarification. To better understand your situation, could you please confirm if you have played in this casino from your father’s address? Additionally, did you use a device belonging to your father, such as a personal computer?

Furthermore, has your brother created an account in your name as well?

Lastly, has your brother played on your father’s account from your father’s home address?

I appreciate your cooperation and look forward to your response.

Public
Public
Translation

Hello Veronika


No, I played from my address and also when I was out and about.


My brother did not open an account in my name.


Yes, my brother is a serious gambling addict. He played from my father's address because he is often at his house.


As mentioned above, I only use my iPhone to play. No other device. The casino can see that in any case, the IP address is made up of the internet connection, address and device.


Why wasn't my brother blocked or his withdrawals confiscated? I know the answer, it's about the amount.


I have had payouts before, but small ones and not like this time 12,100 francs.


The thing with the IP address is simply made up so that I don't get paid, nothing else.




Automatic translation:
Sensitive attachment
Sensitive attachment

Public
Public

Could you please specify which games you played at this casino? Has your brother played the same games as you?

Have you played with any free bonuses at this casino, or any bonuses that your brother has also activated?

Public
Public
Translation

Yes, it's possible that we played the same games. It's also possible that we received the same bonuses and played the same games.

My brother lives at a completely different address in his household; he plays on his device.


I don't understand what this has to do with my unpaid winnings.


I mainly play Pragmatic games, but occasionally also other providers like Relax Gaming etc.






Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

that was the win

What I know for 100% is that my brother doesn't play Nategame games with the same stakes as me, I'm more of a high roller when it comes to winnings. My brother plays with stakes starting at 10 cents. You can't compare us, I know that he also plays Pragmatic games but in a completely different style. I play from 80 cents and more up to 10 francs per click.

Automatic translation:
Public
Public

Thank you very much, Lonix01, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Public
Public

Hello Lonix01,

I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know, if more accounts are created or accessed with similar personal details, from the same IP address and the gameplay on all the accounts is the same or very similar, this is flagged in almost all casino as possible multiple or duplicate accounts.

Hornetbet Casino has this mentioned in its T&Cs:

file

I will still contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Hornetbet Casino to join the conversation.


Dear Hornetbet Casino, 

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public
Public

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.

Hornetbet Casino has 4d 21h 30m 19s to reply

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news