The player from Austria faced multiple issues with Retrobet, including refused payouts due to conflicting bonus terms, server crashes during games, and inconsistent money transactions. Despite submitting documents to support their claims, they received no feedback and subsequently pursued legal action, citing Retrobet's invalid license in Austria. The Complaints Team reviewed the case and found that the player had been informed of the maximum bet rule, which had been breached, leading to the rejection of the complaint as unjustified. The casino updated their terms to ensure clarity across all language versions thereafter.
Retro Bet Casino - Player’s payouts are being delayed.
Closed
Our verdict
Unjustified complaint
Amount: €7,400
Retro Bet Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hello,
It's about problems with Retrobet.
I am an Austrian citizen and have had payouts refused that were allegedly not legal due to the bonus terms and conditions.
Then I realized that the German terms and conditions did not match the English ones and that this content was not included in the German terms and conditions.
Then there were many server crashes during online blackjack where I lost access and the game and I no longer automatically went to the same table but to a different table in the lobby where I didn't play.
Bonus money that was activated even though all bonuses were deactivated - inconsistent money transactions, etc.
I then sent all the documents to support without any real feedback, and now I am claiming the losses through a lawyer because apparently Retrobet does not have a valid license in Austria.
We have given Retrobet a deadline of 14 days, but there has been no support via email regarding the statement of claim or the offer of a possible out-of-court solution.
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5 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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5 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to better understand your situation.
- Could you please specify which rule you allegedly broke while playing with a bonus? Was it related to the maximum bet limit?
- Could you kindly explain whether there were any unjustified losses caused by your blackjack game crashing?
- When was the last time you activated a bonus at this casino, and how did you activate it?
- Could you please clarify the disputed amount?
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,
Veronika
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5 months ago
TranslationHello -
Apparently, the maximum limit for active bonuses is supposed to be €5, but this was only stated in the English terms and conditions. The German bonus terms and conditions did not mention a stake limit, and a stake limit was only defined for the welcome package, which I did not claim.
The bonus used in the game had been transferred as a credit due to pre-existing problems.
Yes, of course, this resulted in justified losses because I no longer had access to the game to make a decision about the hands played!
I deliberately deactivated the bonus in my account, and yet suddenly a bonus was active and money was blocked there as a bonus after a transaction.
There were also errors in transactions where €700 were debited but only €688 were credited to the gaming account.
The €7400 would be an amount I would accept in a dispute settlement – the net loss is significantly higher, but this hasn't been communicated by support so far because they haven't responded to my requests, or only partially. Apparently, Retrobet doesn't have a dedicated department for such disputes, and if necessary, I'll have no option but to file a lawsuit.
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5 months ago
TranslationThe total net losses amount to €19,863.
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5 months ago
Thank you for your responses. I have checked the various language versions of Bonus Terms and Conditions, and this is what I found in the German ones:
I can see the maximum bet limit in the German general bonus terms. Can you please send me a screenshot or a video of the Terms you see?
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5 months ago
TranslationYes, the terms and conditions were amended and republished on the website after my complaint.
I received all the recordings by email.
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5 months ago
TranslationAs you can see, they are referring to a completely different section of the terms and conditions than the current one. I also have the terms and conditions saved in German, but I can't upload them here.
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5 months ago
TranslationPoint 17 of the then German AGN defined something completely different (see screenshot).
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5 months ago
TranslationUnder German law (e.g., § 305c of the German Civil Code), terms and conditions must be clear and understandable. If the casino offers a German version, then this version is binding for German users.
As a consumer in Austria, I can invoke consumer protection laws that ensure that terms and conditions must be available in an understandable language (e.g., German) if the casino is specifically targeting the German market.
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5 months ago
Dear Doc_Berryfinn
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, Kubo (jakub.m@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
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5 months ago
TranslationThank you very much!
I hope Retrobet will at least partially compensate me! Otherwise, I'll have to take legal action.
Regards
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5 months ago
Dear Doc_Berryfinn,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Retro Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Retro Bet Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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5 months ago
TranslationHello Kubo, I tried for a very long time to resolve the issue with Retro Bett's support directly via email. Unfortunately, Retro Bett kept referring to terms and conditions that were inconsistent between the German and English versions and, therefore, from my lawyer's perspective, unenforceable, meaning I should have been paid out. Since Retro Bett showed no willingness to compromise and offered no out-of-court settlement in the form of a credit note for the outstanding amount, my lawyer drafted a formal demand letter, which I sent to Retro Bett's support. We are now suing for the full net losses. The initial 14-day payment and response deadline has already passed, and my lawyer and I have now set a final deadline of December 8, 2025. To date, we have still not received any response via email or any processing of the refund to my account. If no agreement can be reached, even through you, I will definitely pursue legal action.
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5 months ago
TranslationAfter my complaint about the problems in the various terms and conditions and bonus terms, Retro promptly adjusted their bonus and terms and conditions so that they now match. However, I naturally saved all documents from the time the problem arose, including all email correspondence in which I pointed out these issues, as PDFs.
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5 months ago
Hello Doc_Berryfinn and Kubo,
Thank you for your messages. To be transparent, the substance of the complaint is not entirely clear to us, as no specific details were provided. However, based on the context, we assume that the issue relates to the confiscation of winnings due to a breach of the maximum bet rule while wagering a bonus.
If this is the case, we would like to reiterate that the player had been adequately informed about this rule in advance, including the fact that the maximum allowed bet when playing with any bonus is 5 EUR.
All relevant evidence and explanations have already been provided to Kubo for review.
If anything further is required, we remain available.
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4 months ago
TranslationGood day.
Their terms and conditions were legally reviewed by a lawyer at the time the problems arose, and these discrepancies were immediately reported and can be documented.
I also informed them of this - how else would their bonus terms and conditions and also the normal terms and conditions have suddenly changed after my complaint?
We also tried to consider an out-of-court settlement with them - this was apparently rejected and my emails are no longer being answered by support.
There were no replies to the lawyer's letter. Therefore, we see no other option than to resolve the matter in court, and in this case, we will sue for the entire net loss.
lg
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4 months ago
TranslationI can provide legal proof for everything, and in that case, Retrobet will have to prepare for me to file a lawsuit because their support is simply a disaster and they show absolutely no understanding of having made mistakes.
Retrobet isn't even attempting to find a solution here, so I've really had enough!
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4 months ago
Dear Retro Bet Casino,
Thank you for your clarification and for providing the necessary evidence regarding this matter.
Dear Doc_Berryfinn,
The casino has supplied us with the complete gameplay history as well as the full correspondence between you and their VIP support. On September 23, you contacted the casino to inquire about the "VIP LIVE Bonus" and specifically asked whether any maximum bet limitations applied. The VIP manager explicitly informed you that the maximum bet for all bonuses is €5 per round.
Despite this information, you proceeded to claim the bonus on September 29 and placed bets significantly exceeding the €5 limit - only the first wager complied with the rule, while all subsequent bets ranged from €110 to €1,740. While we understand your argument that this rule may not have been clearly stated in the German version of the bonus terms, it is evident from the conversation that you were fully aware of the €5 limit as communicated directly by support.
The only aspect we find concerning is the lack of clarity in the German-language version of the Bonus Terms. Although the casino’s General Terms specify that the English version prevails, important conditions should ideally be consistent across all supported languages. We recommend the casino ensure this information is clearly reflected in all language versions, though we acknowledge that this has already been updated.
Unfortunately, given that you were explicitly informed of the maximum bet rule and chose to proceed without adhering to it, we cannot pursue the matter further. For these reasons, we must consider the complaint unjustified and therefore reject it.
Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.
Best Regards,
Kubo
