Complaint #24 Retro Bet Casino

No reply and no refund

By liniii

1 month ago

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 I simply want Retrobet to respond to my case, keep me informed, and return the withdrawn funds to my casino account so I can withdraw them again through my new wallet provider.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.

Disputed Casino Retro Bet Casino

Reason Declined payment

Amount €4000

Discussion

AskGamblers

• Support Team

5 days 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

5 days 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

1 week 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

1 week 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?

Retro Bet Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $7,581

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Retro Bet Casino Complaints

See all complaints for this casino

Delay on cash out

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"

Resolved

$30,000

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