The player from Switzerland had won CHF 30,000 but had her account closed after attempting to withdraw her winnings. She faced challenges in receiving responses via live chat and email. The Complaints Team contacted the casino for clarification regarding the delay in crediting her winnings and the account closure but received no response despite multiple attempts. Consequently, the complaint was marked as "unresolved," and the player was advised to consider escalating the issue to the Cura?ao Gaming Control Board for further assistance.
Hornetbet Casino - Player’s account has been closed.
Black points: 5,883
Amount: 30,000 CHF
Hornetbet Casino
Safety Index:Very 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.
2.3
Hornetbet Casino has a Safety Index of 2.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I won CHF 30,000 on February 28, 2025. I was able to withdraw CHF 20,000 and received confirmation of the transaction via email. When I tried to withdraw the remaining CHF 10,000, my account was closed without any notification.
Since February 28, 2025, I've been in live chat every day, but I'm being ignored. My messages are either read or not, and I'm kicked out. I've also been in email contact since February 28, 2025, but despite multiple emails, I haven't received a response!
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Dear Katarina94,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hornetbet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that the casino didn't pay you the initial 20000 CHF?
- How did you learn about your account being blocked?
- Did you complete the account verification in the casino? When? Which documents did you provide to the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 months ago
Translation
Hello Thomas
Thank you for your message.
I received exactly the CHF 20,000 confirmation by email that the payout had been processed. However, I haven't received the money yet.
I still have CHF 10,000 in my account. I tried to log in to withdraw it, but it just said "Account closed."
no, no bonus and I played on slots.
My verification has been confirmed since January 7, 2025.
I have provided my ID, proof of address and tax statement.
Best regards
Katarina
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Thank you very much, Katarina94, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Complaint Specialist
Public
3 months ago
Hello Katarina94,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.
We would like to invite Hornetbet Casino to join the conversation.
Dear Hornetbet Casino,
I would appreciate it if you could provide clarification regarding the delay in crediting the player's winnings to their bank account, despite the transaction being confirmed. Furthermore, could you explain the circumstances surrounding the closure of the player's account, which still had a balance of CHF 10,000? If there are any details that cannot be disclosed publicly, please send that information to me at [email protected].
Public
Complaint Specialist
Public
2 months 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.
Public
Complaint Specialist
Public
2 months ago
Dear Katarina94,
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 their 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 Cura?ao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they might be able to help, so it is worth a try.
Please let me know if and how they responded at [email protected] if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
