Complaint #24 Retro Bet Casino

No reply and no refund

By liniii

2 weeks 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 I simply want Retrobet to respond to my case, keep me informed, and return the withdrawn funds to my casino account so I can withdraw them again through my new wallet provider.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 €3000

Discussion

84 hours left for Retro Bet Casino to respond.

liniii

11 hours ago

Dear Askgamblers Team , Dear Retrobet team.

My bitpanda account is currently active and there are no restrictions.

I was able to confirm the return on my own ( to speed up the process ) as I couldn’t receive the payment otherwise bitpanda would’ve returned it after a specific time.
Basically bitpanda doesn’t accept payments from third party selfhosted wallets. That’s the only reason .
I’m looking forward to receive the funds back on my casino account to request the withdrawals again .
I can either receive them on my private wallet
The other method would be to receive them from any licensed crypto provider (sent by you )

Kind regards
Lina

Retro Bet Casino

• Representative

18 hours ago

Dear all,

The player has provided correspondence from Bitpanda explaining that the transactions were returned due to Bitpanda’s compliance and Travel Rule requirements, including restrictions on incoming funds from third-party self-hosted wallets.

However, we would like the player to clarify the current status of their Bitpanda account. If the account is currently closed or restricted, please provide the official communication from Bitpanda confirming this and stating the reason for the closure or restriction.

We would also appreciate clarification as to why the player initiated the second return of funds from Bitpanda.

This information is relevant for us to fully assess the circumstances surrounding the returned funds.

Sincerely,

RetroBet Casino Team

AskGamblers

• Support Team

1 day ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

liniii

6 days ago

I’ve provided you multiple times with the returned transaction documents , unfortunately I’ve never received a reply via mail which means you don’t really care .

The askgamblers team has already been provided with both transaction hashes showing each of the returns.

I’ll provide them once again below ! Both of them.
Bitpanda doesn’t accept coins from
Self hosted wallets .

The first one has been sent back automatically .
The second one was initiated by me and sent back to you by bitpanda.

https://etherscan.io/tx/0x7093f03db5f47caf16a2240b5b402f15eae1dc076795b8b18b79fab33813e200

https://etherscan.io/tx/0xe49e40fc75ac8bb0d1356f073e993b0e1cc804d71093be6279233e1059804d2e

This should be enough proof !
Thanks ahead

Retro Bet Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $1,085

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Complaint Status

84h left

€3,000

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