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…
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…
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
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.
AskGamblers
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.
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