Hornetbet Casino - Player struggles with withdrawal due to unclear bonus wagering.

Hello! I have a problem with this casino. I deposited 15 eur - receive 15 eur bonus + 25 eur winnings from registration free spins. Ask support about terms: 

To withdraw money won in free spins you need to deposit at least 15 EUR and wager your deposit and the winnings in the freespins minimum 20 time.

As we have told you, the wager conditions for your deposit bonus are: 35 times your deposit + 35 times the bonus money.

Problem: in casino lobby no information about wagering. Support: We are sorry but the progress is not displayed. So how to know if wagering is completed? Support: You can try to make a withdrawal. The sum which you can withdrawal should be displayed there.

ok. Trying to withdraw: You can not make a withdrawal request, because you are currently participating in the bonus offer "AG-INT-Hornetbet" until 2023-11-25. Please read the Terms & Conditions

How I undersatnd, I deposited 15 EUR, so 15+25=40 x 20 = 800 EUR (its wagering for free spins winnings) + (15 EUR+15 EUR (bonus))*35=1050 EUR. So I need to wager 800+1050 = 1850 EUR. 

Now I have 200 casino points - its 2000 wagering. But withdrawal cant request. Support cant check my wagering. I need help.

Dear aolegf,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hornetbet Casino.

After checking the website, I learned, that some games might be contributing more loyalty points than others.

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you redeemed 1 or 2 bonuses? Have you made 1 or 2 deposits?

Do I understand the wagering requirements you cited come from the bonus rules from the time you redeemed the bonus? Could you please share a screenshot of what the rules specify?

Also, please forward your correspondence with the casino regarding the issue to my email at tomas@casino.guru

Alternatively, you can post screenshots here.

ok, so wagered bit more and requested withdrawal. Now waiting 3 -7 banking days to process.

Thanks for the update.

Please let me know when your withdrawal is received, or if you need further assistance with any other issue with the casino.

Dear aolegf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! Withdrawal was received on 31 october.

Dear aolegf,

I'm glad to hear that your withdrawal was processed successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru