The player from Latvia had experienced difficulties with withdrawal at Hornetbet Casino due to complex wager requirements for bonus and free spins winnings. The casino's system did not display the wagering progress, and the support team had been unable to provide information about it. After wagering a bit more, the player requested a withdrawal that was eventually processed on October 31. We had marked the complaint as 'resolved' in our system.
Hornetbet Casino - Player struggles with withdrawal due to unclear bonus wagering.
Amount: €510
Hornetbet Casino
Safety Index:Below averageSafety 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.
5.6
Hornetbet Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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.
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1 year ago
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.
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1 year ago
ok, so wagered bit more and requested withdrawal. Now waiting 3 -7 banking days to process.
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1 year ago
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.
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1 year ago
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.
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1 year ago
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
