The player from Switzerland requested withdrawals of 12,100 Swiss Francs from Hornetbet after receiving confirmation of successful transactions. However, he later received an email stating that the payouts would not be honored. Attempts to seek clarification were ignored. The Complaints Team contacted the casino multiple times for a response but did not receive any cooperation. Consequently, the complaint was marked as "unresolved," and the player was advised to consider escalating the issue to the Curaçao Gaming Control Board for further assistance.
Hornetbet Casino - Player's withdrawal is delayed.
Black points: 1,527
Amount: 12,100 CHF
Hornetbet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.3
Hornetbet Casino has a Safety Index of 4.3, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
1 month ago
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2 months ago
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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
Edited by a Casino Guru admin
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2 months ago
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
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2 months ago
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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
Edited by a Casino Guru admin
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2 months ago
Translation
Hello Veronika
Is there anything new about my case?
I forgot to tell you my username, which is also Lonix01 at Hornetbet.
Greeting
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2 months ago
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.
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2 months ago
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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.
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2 months ago
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?
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2 months ago
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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.
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2 months ago
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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.
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1 month ago
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.
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1 month ago
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:
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
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1 month ago
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Hello Michal
Thank you for the answer, as I have mentioned several times, my account was created by my household using my iPhone. No other account has been created by my household, that is a fact. I only play with one account from my household, what other people do with the same surname is of no interest to me or the casino, my household has a single account, I don't understand how anyone could come to the conclusion that because another family member also has an account with Hornetbet, they can blame it on me, even though the family member is playing with a completely different IP address in a different household. It was purely about the amount and nothing else, which is why the IP address statement was justified. In any case, the casino sees that it has nothing to do with me.
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1 month ago
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The interesting thing is that my account is not closed. I can log in, deposit and play. Even after consulting my brother, who has the same surname, the account was not blocked. Here you can see that it is only about the withdrawal amount.
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1 month 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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1 month ago
Dear Lonix01,
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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating 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.
Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.
Please let me know if and how they responded at michal.k@casino.guru if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
