Complaint #3 Retro Bet Casino

Poor follow up of responsible gambling

By mixedbrothers

1 year ago

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…

Disputed Casino Retro Bet Casino

Reason Other

Amount €500

Discussion

AskGamblers

• Support Team

1 year 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.

mixedbrothers

1 year ago

I would like to inform that the issue has been resolved, and I have received a refund for my deposits from the period I was waiting for the limit to be set. The RetroBet Casino team couldn't have been more helpful and respectful in finding a solution, and I feel very confident continuing to play under such service. Thank you to RetroBet!

Also, thanks to The AskGamblers team for giving me the opportunity to address the issue.

Retro Bet Casino

• Representative

1 year ago

Dear mixedbrothers,

Thank you for bringing this matter to our attention.

We would like to clarify that we strictly adhere to our standard procedures when processing requests for deposit limits. As part of our commitment to responsible gambling, we take such requests seriously and always seek clarification from the player to ensure there are no underlying concerns requiring further assistance.

In this instance, the process was not fully completed, and we did not receive further communication from the player to finalize the limit request. However, we can confirm that a deposit limit has now been successfully applied to the account in accordance with the player’s request. Additionally, we would like to establish direct communication with the player to ensure that all concerns are fully addressed.

We will continue to review this case thoroughly and will provide an update here once the matter has been fully resolved.

Best regards,
RetroBet Casino Team

mixedbrothers

1 year ago

As you can see in the second email, that I recieved today at 12:46, the casino continues to ask questions instead of setting limits. This puts players at risk of continuing to play and not receiving help to regulate this. As mentioned, I lost additional money, which I actually wanted to avoid and have better control over. I would like a refund of this…

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

Account blocked with 630 EUR balance casino not responding

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.

85h left

€630

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

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

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