The player from Germany reported that his account at RetroBet had been deactivated without warning, leaving a balance of approximately €2,400. He suspected that the closure was due to an automatic carryover of his old self-exclusion from a different casino and had not received any explanation or payout despite having contacted support. The issue was resolved when the player received a payout of €2,290 after his account was unlocked, allowing him to upload the necessary verification documents. The gaming function remained disabled during this process, which the player appreciated.
Retro Bet Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €2,290
Retro Bet Casino
Safety Index:HighCase summary
Discussion
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2 months ago
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2 months ago
Dear Josi069,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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2 months ago
Translation
Dear Katarina,
Thank you for your feedback.
I did not use any active bonus.
My deposit was €50, made via PaySafeCard, and I played without a bonus.
I was not yet verified because no payout had been made so far.
I played exclusively slot machine games – specifically "Big Bass Halloween" by Pragmatic Play.
Thank you for your support!
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2 months ago
Translation
I definitely haven't violated any terms and conditions or rules. I'm just a completely normal, average player who usually loses more than he wins.
This event is all the more frustrating and disappointing for me, as I have never experienced anything like this before.
I really hope you can help me and perhaps even contact the casino directly to clarify the matter.
I simply want a fair solution and to receive my rightful credit back.
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2 months ago
Translation
As of now, 2 days after the deactivation of my account, the casino has not yet responded to my emails.
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2 months ago
Translation
Dear Katarina,
As of today, the third day, I received an email from the RetroBet team this morning asking me to provide further verification data so that the payout can be processed.
However, I would like to leave this case open for now – simply as a precaution, until the payment has actually been made.
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2 months ago
Dear Josi069,
thank you for your reply and for the updates.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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2 months ago
Translation
The casino just paid me out.
The disputed amount was exactly €2290.
I would like to expressly commend RetroBet Casino, as my account was unlocked so I could request a withdrawal and upload the necessary verification documents. At the same time, it was very positive that the gaming function remained disabled during this process – a responsible approach!
Therefore, a big thank you to RetroBet Casino.
The case can now be closed. Thank you very much!
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2 months ago
Dear Josi069,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
