Hornetbet Casino - El retiro del jugador se retrasa.

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

Sehr geehrte Damen und Herren

Ich habe letzte Woche mehrere Gewinne erzielt und habe die auch ausgezahlt bei Hornetbet. Per Mail wurde mir bestätigt das diese auch erfolgreich waren, am Montag 27.01.2025, habe ich dann ein Mail bekommen das ich die Zahlungen nicht bekomme und das ich gesperrt werde. Die Zahlungen in Höhe von 12100 Sfr. habe ich nicht bekommen, gesperrt wurde ich aber nicht. Ich habe versucht zu schreiben und Gründe zu wissen warum ich mein Geld nicht bekomme, ich habe auch schon sehr viel eingezahlt und war auch zufrieden mit dem Spielanbgebot jedoch bin ich schockiert was jetzt passiert. Mir werden Sachen unterstellt die nicht Hände und Füsse haben einfach Lügen die nicht stimmen, ich habe mit meinem Geld, mit meinem Telefon, in meiner Wohnung gespielt. Ich sende noch den Mailverlauf den ich hatte am Anfang, ich werde nur noch ignoriert.

Hornetbet

Spielername: [hidden by Casino Guru]

Adresse: [hidden by Casino Guru]

Freundliche Grüsse

D. T.

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

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

Guten Tag Veronika

Besten Dank für Ihre Antwort und wertvolle Arbeit.

In meinem Haushalt lebe ich, meine Frau und mein Kind. Hier sind nur wir, mein Vater der erwähnt wird vom Casino lebt in der gleichen Strasse mit seiner Frau in eigenem Haushalt.

Ich habe mein Bruder zwischenzeitlich angesprochen und tatsächlich hat er ein Account eröffnet mit dem Namen meines Vaters, jedoch wohnt mein Bruder im Nebendorf und er hat dort mehrere Accounts eröffnet. Das sollte nichts mit mir zutun haben und es sollte auch bei Hornetbet ersichtlich sein das mit meinem Vater sein Account an einer anderen IP Adresse gespeilt wird und nicht bei meiner IP Adresse. Mein Vater hat noch nie in seinem Leben Casino gespielt.

Von meinem Haushalt und meiner IP Adresse und auch von meinem Vater seiner IP Adresse wurde nur mit meinem Account gespielt von mir mit meinem Geld mit meinem Iphone.

Mein Account ist komplett verifiziert, ich hatte auch Wochen zuvor Auszahlungen die komplett geklappt haben, nur waren es kleinere Gewinne.

Die Gewinne waren ohne aktive Bonusse, bis der Gewinn kam, habe ich mehrere tausende Franken eingezahlt.

Herzliche Grüsse

D. T.

Hello Veronika

Is there anything new about my case?

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

Greeting

Hallo Veronika

Gibt es etwas neues zu meinem Fall?

Ich habe vergessen Ihnen mein Nutzernamen zu nennen der lautet auch Lonix01 bei Hornetbet.

Gruss

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.

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.

Hallo Veronika

Nein ich habe von meiner Adresse gespielt und sonst auch als ich unterwegs war.

Mein Bruder hat kein Konto auf meinem Namen gemacht.

Ja mein Bruder ist hoch spielsüchtig, er hat von der Adresse meines Vaters gespielt weil er oft beim im zuhause ist.

Wie schon oben erwähnt benutze ich zum spielen, nur mein iPhone. Keine anderes Gerät. Das sieht das Casino in jeden Fall, die IP Adresse schliesst sich von der Internetverbindung, Adresse und Gerätschaft zusammen.

Aus welchem Grund wurde mein Bruder nicht gesperrt oder Auszahlungen von im konfisziert? Ich weis die Antwort, es geht um den Betrag.

Ich hatte auch schon Auszahlungen, jedoch kleine und nicht wie dieses Mal 12100 Franken.

Das mit er IP Adresse ist einfach erfunden um mich nicht auszuzahlen, nichts anderes.

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?

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.

Ja, kann sein das wir die gleichen Spiele gespielt haben. Kann auch sein das wir die selben Bonusse erhalten haben und auch gespielt haben.

Mein Bruder wohnt in seinem Haushalt an einer komplett anderen Adresse, er spielt an seinem Gerät.

Ich verstehe nicht was das mit meinem nicht ausbezahltem Gewinn zu tun hat.

Ich spiele hauptsächlich Pragmatic Spiele, bei Gelegenheit auch andere Anbieter wie Relax Gaming usw.

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.

das war der Gewinn

Was ich 100 weiss das mein Bruder die Spiele von Nategame nicht mit dem Einsatz spielt wie ich, ich bin eher der Highroller wen Gewinne kommen. Mein Bruder Spielt mit Einsätzen ab 10 Rappen. Mann kann uns nicht vergleichen, ich weis das er auch Pragmatic Spiele spielt jedoch in einem ganz anderem Still. Ich Spiele ab 80 Rappen und darüber bis 10 Franken per Klick.

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.

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

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.

Hallo Michal

Danke für die Antwort, wie mehrmals erwähnt, mein Konto wurde von meinem Haushalt erstellt mit meinem iPhone. Kein anderes Konto ist aus meinem Haushalt erstellt worden das ist Fakt. Ich spiele aus meinem Haushalt nur mit einem Konto, was andere Personen machen mit dem gleichen Familiennamen, hat mich und den Casino nichts zu interessieren, mein Haushalt hat ein einziges Konto, ich verstehe nicht wie man darauf kommt weil ein anderes Familienmitglied auch ein Konto hat bei Hornetbet, das auf mich zu schieben, obwohl das das Familienmitglied mit völlig einer anderen IP Adresse in einem anderen Haushalt spielt. Es ging rein um den Betrag und um nichts anderes daher wurde die Aussage IP Adresse begründet. Das Casino sieht in jedem Fall das es nichts mit mir zutun hat.

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.

Das interessante ist, mein Konto ist nicht geschlossen. Ich kann mich einloggen, einzahlen und auch spielen. Auch nach Rücksprache mit meinem Bruder der den gleichen Familiennamen hat wurde nicht das Konto gesperrt. Hier sieht man es geht rein nur um die Auszahlungssumme.

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.

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