The player from Austria had been without a response from the casino for six weeks and was unable to access her account, which had been blocked for twelve weeks. We had attempted to gather more information from her to understand the issue better but received no reply despite reminders and extended deadlines. Due to the lack of communication from the player, the complaint investigation could not proceed and was therefore closed at that time. The player retained the option to reopen the complaint if she resumed contact.
Retro Bet Casino - Player's account has been closed and no response received.
Closed
Our verdict
Player stopped responding
Amount: €2,950
Retro Bet Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
The casino hasn't responded for six weeks, and about twelve weeks ago I contacted them. I haven't received any replies. I also requested an up-to-date deposit and withdrawal statement, but to this day there has been no response, and my account has been blocked. So I can't reach anyone via chat or any other means.
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Retro Bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Dear Nonam87,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
