Retro Bet Casino— player complaints: 7 in English

Reason: Account closure My account was blocked without any explanation, and I am now unable to log in.I am attaching a screenshot showing that when I try to log in using my email address, I receive a message stating that my account is disabled.Because access to the live chat is only available to logged-in users, I am also unable to contact the casino through live support. I sent them an email regarding this issue, but I have not received any response. I am attaching a screenshot of my email as well.At the time my account was blocked, I had a €490 withdrawal pending, and there was also approximately €140 remaining in my account balance. Therefore, the total amount involved is approximately €630.My account had already been fully verified.I kindly ask the forum administration to help me establish contact with the casino. I believe that with your assistance they may finally pay attention to this situation and respond.I would like the casino to explain why my account was blocked while I still had money in it, why they are not responding to my emails, and how I can withdraw my €630 balance.

Reason: Delayed payment I deposited 500$ and won over 30k. My account is fully verified, yet my withdrawal has been stuck in"Reserved" for more than 3 days, which is the maximum time stated in their own terms!They keep saying the same scripted thing:“We apologize for the delay, as we are currently experiencing a high volume of requests. I can confirm that the issue has been escalated to the appropriate department" --- Ответы в треде --- AskGamblers • Support Team 3 weeks ago Dear @wwwsimon1929,Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Retro Bet Casino • Representative 3 weeks ago Dear Player, First of all, we apologize for the delayed response and for the difficulties you experienced during the verification process. We would like to clarify that during the review of your account, certain aspects of the account activity required additional verification from our side. For this reason, additional documents and different verification selfies were requested, including documentation intended to confirm that the information and place of residence provided on the account were accurate. We understand that these additional requests may have caused inconvenience, especially as you had already completed the initial verification. However, additional verification may be required when further checks are necessary, and the requests in this case were made for that purpose. At this stage, we can see that there is no remaining balance on your account. We therefore hope that the difficulties described in your complaint are no longer affecting you. Nevertheless, if there is anything related to this matter that remains unresolved or that you would like us to clarify, please let us know and we will be happy to look into it. Thank you again for your patience and cooperation. Inactive user 3 weeks ago Just received an email saying that my withdrawal was canceled. Their reason is: Please, upload a selfie with your ID document (the elbow should be visible) in front of your house, which is stated in your profile. Make sure that details in the ID document and the house number are clearly visible. That I already did but not in front of my house because I'm currently on Vacation for the next 2 months right now! The first time they asked me they didn’t mention in front of my house now they’re mentioning it now! here’s the first picture that I took and that was validated by their rep Inactive user 3 weeks ago Hello, Thank you for your message. My withdrawals were cancelled, and I was asked to upload a photo ID along with my card, a note saying "hello" to the casino with today's date, and a picture of myself, Even tough my account is already verified by SumSub! I strongly believe they are stalling the process, because any legitimate casino completes KYC before approving withdrawals and not 4 days after submitting a withdrawal. My payment method is verified too. I uploaded the requested documents that was approved by a representative and resubmitted all my withdrawals again 2 days ago. Would aslo like to add that when I deposited my 500$, I did not accept any bonuses, as I don’t like them.

Reason: Declined payment I am submitting this complaint because I have been unable to receive any assistance or communication from Retrobet regarding my returned withdrawals.Recently, I won €4,000 at Retrobet. Two withdrawal requests were approved and processed, but both transactions were returned by my wallet provider because they do not accept transfers originating from the type of wallet used by Retrobet. I have already arranged a new wallet provider, so receiving a new withdrawal will no longer be an issue.According to Bitpanda, the returned funds can be identified and traced using the transaction hashes and should therefore be credited back to Retrobet's wallet before being returned to my casino account. I have already provided Retrobet with the transaction hashes, proof of the returned transactions, and all other relevant information. I have also attached this evidence to my complaint.Despite this, I have been completely ignored for the past five days. I have not received a single response to my email or any update regarding the status of my case. All I am asking for is support, communication, and for the returned withdrawal funds to be credited back to my casino account so that I can submit a new withdrawal request using my new wallet provider. If necessary I can attach the 2 transaction hashes with the Ethereum sent back to their Finance Team, thought it might be too private here.I kindly ask AskGamblers to assist me in contacting Retrobet and helping resolve this matter. I simply want Retrobet to respond to my case, keep me informed, and return the withdrawn funds to my casino account so I can withdraw them again through my new wallet provider.Thank you very much for your assistance. --- Ответы в треде --- AskGamblers • Support Team 3 weeks ago Dear all,As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.We thank both parties for their assistance during the complaint process. liniii 3 weeks ago Dear Askgamblers, Dear Retrobet Team. I have successfully received the cashout . Thank you very much. The complaint is now fully resolved. AskGamblers • Support Team 3 weeks ago Dear @liniii,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Retro Bet Casino • Representative 3 weeks ago Dear Player, Thank you for your patience. We can confirm that your entire remaining balance has now been withdrawn, without applying the usual withdrawal limit. Could you please confirm whether you have received the funds successfully and whether the complaint can now be considered resolved?

The player from Australia successfully withdrew $200 but was still owed $1,000. After attempting to withdraw $800 and $200 via the same deposit method, her requests were declined, and communication with the casino led to excuses. At the time, she could not log in to her account, and the casino claimed she had no winnings despite her documentation. We were unable to continue the investigation because she did not respond to our follow-up questions and reminders, so the complaint was closed for now.

The player from New Zealand faced difficulties withdrawing her winnings due to being informed that her funds had been confiscated for exceeding the maximum win limit, despite being assured by chat support that the funds were available for withdrawal. After multiple unsuccessful withdrawal attempts and inconsistent information from support, she believed that proper checks had not been conducted, leading to a loss of her rightful winnings. We asked her to provide her gaming history in Excel format so we could verify whether the bonus win cap had been applied more than once, but she did not respond to our follow-up messages. As a result, the complaint was closed at that time due to lack of response.

The player from Saskatchewan won 2000 CAD on Retrobet.com, but the casino only refunded his deposit of 600 CAD, claiming he had a duplicate account. He argued that if there had been a duplicate account, he should not have been allowed to play or deposit 1500 CAD in one day. The complaint remained unresolved as the player did not respond to the Complaints Team's requests for additional information and clarification. Consequently, the complaint was closed due to a lack of communication, but the player could reopen it in the future if he chose to engage again.

The player from Norway had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The complaint was then marked as resolved after the player confirmed that the issue had been addressed. We acknowledged the resolution and closed the case in our system. The player was encouraged to contact us again if any future issues arose.