Retro Bet Casino - Player is trying to close her account.

Ich versuche seit Monaten mein Konto zu schließen, da ich dort schon große Verluste gemacht habe und scheinbar ein Suchtproblem habe und weiter dort einzahle. Ich bekomme stattdessen immer Guthaben oder Freispiele. Und zahle weiter ein. Ich habe mittlerweile schon Schulden wegen dem Casino.

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Dear claudi3110,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you mentioned addiction or gambling problems in any of your account closure requests? In the screenshots you submitted with your complaint, you only mentioned losses and that playing is no longer fun. We cannot consider these reasons as valid self-exclusion requests. If you have any conversations where you mentioned addiction and requested your account to be closed, kindly forward them to me, along with the casino's responses, at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hallo!

wenn ich 20x darum bitte mein Konto zu schließen weil ich bereits große Vetluste habe, aber trotzdem weiterspiele ist es doch offensichtlich das ich ein Suchtproblem habe! Ich habe das Casino 20x gebeten mein Konto zu schließen aber sie haben es nicht getan! Das Casino hat genau gewusst dass ich ein Suchtproblem habe, und dieses weiter ausgenutzt! Warum kann das Casino meine Bitte um Schließung einfach ignorieren? Warum muss ich dem Casino sagen warum Ich schließen möchte?

I understand why this situation feels frustrating and concerning. However, there is an important distinction that needs to be clarified.

Requesting to close an account and requesting self-exclusion due to addiction are not the same thing from the casino’s perspective.

Casinos are generally allowed to process a standard account closure without asking for a reason. However, they are not automatically required to treat an account closure request as a sign of gambling addiction, unless this is clearly stated by the player.

If a player continues to log in and gamble after requesting account closure, casinos typically interpret this as a voluntary decision to keep playing. From their standpoint, this does not indicate enforced gambling or exploitation, but rather that the player still has control over their account. This is also why casinos may ask why an account should be closed — not to ignore the request, but to determine whether responsible gambling protections should be applied, which carry stricter obligations and are often irreversible.

Without a clear responsible gambling request, casinos are generally not permitted to assume addiction on behalf of the player, even if multiple closure requests were made.

In the last screenshot you sent here, I can see that you clearly mentioned gambling problems. Has the casino responded to this request in any way? Are you still able to access your account, or has it been closed in the meantime?

Hallo!

Nein das Casino hat nicht reagiert

Warum schließt das Casino ein Konto nicht wenn man darum bittet? Ist das Casino nicht verpflichtet das Konto zu schließen wenn der Spieler es möchte? Ich wurde immer nur hingehalten, bis ich große Verluste hatte. Das ist in meinen Augen Abzocke und sehr unseriös

Hallo! Ich habe bereits davor mehrfach im Chat geschrieben, dass ich ein Suchtproblem habe und das Konto wurde nicht gesperrt. Ich kann auf die chatnachrichten leider nicht mehr zugreifen. Scheinbar kommen die Casinos sowieso damit durch. Den Spielern wird nie geholfen.

liebe Grüße Claudia

Dear claudi3110

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello claudi3110, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Retro Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello,

Thank you for bringing this matter to our attention. Based on the player’s complaint regarding the account not being closed, we would like to clarify that we can confirm the player’s account was closed on December 9 following the player’s request related to problematic gambling.

I would like to thank the Retro Bet Casino for the confirmation of the account being closed within 24 hours of the self-exclusion request.

Dear claudi3110, I completely understand your frustration: you kept asking for an account closure, yet the casino did not react, until you have openly mentioned gambling addiction. While it is true you have requested an account closure over and over, you have not stated a reason being gambling addiction. Normally, when asking for an account closure and stating the reason being you are "not having fun" or "keep losing money", you have an option of simply stop playing.

It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account. Few days later they ask for it to be re-opened and they play as usual. This creates strain on support team that has to deal with numerous questions and requests daily. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the plyer is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time.

However, once you mentioned being addicted to gambling, your account has been closed within 24 hours, which is very commendable on the casino's part. And since there is no amount to be requested for a refund, as previous account closures are considered regular ones, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

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