Complaint #28 Retro Bet Casino

Delay on cash out

By Simon L.

3 weeks ago

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"

Disputed Casino Retro Bet Casino

Reason Delayed payment

Amount $30000

Discussion

AskGamblers

• Support Team

2 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

2 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.

Retro Bet Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $7,581

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Retro Bet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Retro Bet Casino Complaints

See all complaints for this casino

No reply and no refund

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.

Resolved

€4,000

Self-exclusion not possible no matter how many times requested

In April, I requested that I be self-excluded due to spending too much money.

No matter how many times I requested, this was never completed.

I continued to play and lost a significant amount of money.

Since then, I requested that a deposit limit be set, but it was not set, and I ended up losing another $2000.

Please see attached emails and texts.

Resolved

$2,700

Poor follow up of responsible gambling

Late of February 2nd, after playing and losing, I sent an email via the customer service page asking for a daily deposit limit to regulate my gambling. The reason for this was that the live chat wouldn’t set limits. I didn’t receive any response until 8:18 PM the following day, with a message saying that my request had been forwarded to the relevant department, see attached image. This resulted in me losing nearly 500 euros that evening…

Resolved

€500

Withdrawal is being delayed

Hello,

I uploaded necessary documents for verification, made a crypto deposit to JPY currency, then won 5430 JPY and requested for withdrawal.

Some time later I asked in the support chat when I could expect for withdrawal result and instead of the answer I was asked to explain why I had chosen JPY currency. I answered that JPY is most similar to our RUB among all currencies offered in that casino. They replied that my withdrawal was in progress.

Then I inquired why I was asked about JPY currency choice (because I think we are free to choose any of the offered currencies). And again didn't receive an answer but immediately demanded an additional verification photo. So I uploaded it.

Then they also asked for my Trust Wallet personal details screenshot but Trust Wallet does not contain such details. I told them several times about it and only then they answer just «I understand» and again that were just words.

And then they demanded additional verification screenshots again and again. I uploaded 11 photos overall and there were still eternal delays in my withdrawal.

Then I told them that I would write low rated reviews and complaints on Askgamblers and other sites and sometime later they blocked my account. The reason is unknown, they just say that it was an administration decision.

Also my accounts in other casinos of Hollycorn N.V. and Dama N.V. were blocked.

It's my full right to warn them about Askgamblers complaint because there were so many delays from them. Also I added that I really don't want to write such complaints because their casino leaves a good impression. And I always talked to them politely. And what about them? They didn't answer some simple questions and were uninterested overall.

Now it's 2 or 3 days since my account was blocked and I was told that my withdrawal will be completed but I'm not sure that they will do it soon. So I'd like to ask for my withdrawal acceleration.

Resolved

￥5,430