Retro Bet Casino - Player’s responsible gambling limits are delayed.

I have been trying for 4 days now to set up responsible gambling restrictions on my account at Retrobet casino.

I wanted to set up a deposit limit and a loss limit because I know I can get out of hand when depositing. After 4 days this still has not been implemented and it has led to me depositing $4000 today and losing it. I have made numerous deposits this week and even though I have contacted support numerous times to help me set up responsible gambling restrictions they have been unable to help and keep referring me to their support email address. Although I emailed 4 days ago, the responses are slow and only replied today saying they will do this but still haven’t as I have been able to deposit and lose my money.

I am requesting a refund of $4000. I have just contacted support explaining this however they have said I need to contact them tomorrow as this is being sent to the relevant department.

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.

• Have your limits been set up already? Has the setup been confirmed to you in any way? When were they set up?
• Have you informed the casino about suffering from any gambling problems? Have you explained to the casino that you requested the limits due to concerns about your spending at any point?
• Could you please share with me your communication exchanged with the casino regarding the issue, including follow-up communication regarding the refund? Send emails or chat transcripts to my email at [email protected], 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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Hi Tomas,

Thank you for your prompt reply and for offering to assist with my complaint.

To answer your questions:

Limits setup: The requested deposit limit of $50/month and loss limit of $100/month have not yet been set up. Retrobet acknowledged my request but failed to implement these limits despite multiple follow-ups. They have not confirmed any setup in writing.

I did not originally inform Retrobet that I suffer from a gambling problem. I simply asked for limits to help control my spending which till now (almost a week later have still not been implemented). Early yesterday morning I explained I have a gambling issue via email if they could put the limits in place, however it has almost been two days and still no response to that email.

Communication records: I will send you all relevant communications, including:

My original email requesting limits on 5 August 2025

Retrobet’s reply on 8 August asking for reasons

My follow-up email confirming the request

Multiple live chat transcripts following up on the delay

Emails and messages related to my refund requests

Refund request update: Initially, I requested a refund of $4,000 related to some deposits made on 9 August. However, after reviewing the full timeline, I updated my refund request to $6,580 to include all deposits made after my limit request on 5 August, as these deposits should have been blocked.

Here is a breakdown of the events:

Timeline Breakdown of Deposit Limit Request and Related Events

Before 5 August 2025

• Deposited $3,000 into Retrobet account before requesting limits.

5 August 2025

• Requested a $50 monthly deposit limit and $100 monthly loss limit via live chat. Live chat advised they cannot do this and to email their support instead, which I did on the same day.
• Withdrawal of $4,500 requested on 5 August was accepted and processed on 6th August.

7 August 2025

• Deposited $2,500 after requesting limits.
• Requested a withdrawal of $3,000 on the same day, processed on 8 August.
• Messaged live chat again explaining I want to set up limits, but again got told to email support. I told them I emailed them on the 5th August and still no response, however they just said they will reach out to the relevant department.

8 August 2025

• Retrobet emailed asking for the reason behind my limit request; I confirmed the request without disclosing any gambling problem. I said "I just need the limits set up please let me know once this is done". They said they will send it to the correct department, and did not set up the limit.

9-10 August 2025

• Deposited $4,080 after limit request.
• Followed up again via email informing them that I really need these limits set up as I am struggling with a gambling addiction. I also asked to permanently self exclude
• Message live support again asking for limits to be set up. Still same response, send them an email and they will follow up.
• 10 August - sent an email to Retrobet requesting a refund of $6,580

11 August 2025

• Account still not self excluded
• Still able to log in and deposit money

Following 5 August 2025

• Made multiple follow-ups via live chat (at least three times) and email asking Retrobet to apply the requested deposit and loss limits; no action taken

I believe Retrobet’s failure to implement my requested deposit limits was predatory. Despite knowing that I asked for a $50 monthly deposit limit, they allowed me to continue depositing amounts well over $1,000. It feels as though they deliberately delayed applying the limits to enable further large deposits, which goes against responsible gambling practices and puts players at significant financial risk.

I will email these documents to [email protected] shortly for your review.

Thank you again for your help. Please let me know if you need any additional information.

Regards

Hello Tomas,

Retrobet closed my account on Monday 11 August at 11:41 pm, but only after I requested a self-exclusion via the same email thread as my deposit and loss limits on Sunday 10 August at 2:00 pm.

There has still been no update on why deposit and loss limits were not set up for me.

It should not matter whether I request self-exclusion or deposit/loss limits — these are all responsible gambling measures that should have been implemented immediately to protect the player.

In the week between my original request and the eventual closure, the account remained open and I deposited $6,580 between 7–10 August — deposits that would have been prevented had responsible gambling measures been applied promptly.

Regards

Hello Tomas,

It has now been a week since my initial complaint and Retrobet still has not provided any direct response regarding my refund request or their failure to apply the deposit/loss limits I requested on 5 August.

Could you please escalate this further with Retrobet? At this point, they appear to be deliberately ignoring the complaint.

Regards

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Jozef,

I wanted to provide you with an update regarding my complaint with Retrobet.

Retrobet has now processed a refund of NZD 3,530, which I have received. In their response, they explained that this figure was calculated as:

Total deposits after 5 August 2025 (NZD 6,580)

Minus withdrawals I made during this period (NZD 3,000)

Minus the NZD 50 that could have been deposited if the requested monthly limit had been applied

Their position is that this refund represents the full and final resolution of the matter.

However, my concern is that this calculation only considers my net losses rather than the total deposits I made after my limits request on 5 August was ignored. My request for strict deposit and loss limits was clear, but Retrobet did not implement them and have not explained why. This allowed me to deposit far more than I ever intended.

While I appreciate that some refund has been made, I do not consider this a complete resolution and believe Retrobet should be held accountable for failing to apply responsible gambling measures in a timely manner.

Kind regards

Hello Poka157 and Jozef,

Thank you for your continued engagement regarding this case. We have already discussed the situation with you, Poka157, directly and clarified all the necessary details. Additionally, we have sent a full explanation of the case to you, Jozef, via email, including all relevant information and supporting documents to assist with the review.

Should anything else be required from our side, we remain available to cooperate further.

Dear Poka157,

If I understand everything correctly, I believe the refund provided was fully sufficient.

On 5 August you requested a deposit limit of 50 NZD. After that date, you made deposits totaling 6,580 NZD, which means you should not have been able to deposit or lose more than 50 NZD if the limit had been applied correctly.

When calculating the refund amount, it was therefore justified for the casino to deduct the winnings you successfully withdrew (3,000 NZD), as you would not have been able to reach those winnings had the deposit limit been enforced from the start. It is also reasonable to deduct the 50 NZD that could have legitimately been deposited even if the limit had been applied.

As a result, the total amount refunded to you was 3,530 NZD, which I believe is accurate and fair.

Could you please confirm if I have understood this correctly, and let me know if there is any other way I can assist you further in this case?

Dear Jozef,

I would like to provide additional context regarding my complaint with Retrobet. On 5 August 2025, I requested strict deposit limits ($50/month) and loss limits while my account was up approximately $2,000–$3,000 in profit.

Retrobet did not implement these responsible gambling procedures promptly. It took three days for them to acknowledge my request, and almost a week to take any action, during which time I lost the profits I had accumulated and deposited significantly more. This failure put me at considerable financial risk. I specifically requested loss limits to protect my existing winnings and deposit limits because I knew I could get out of hand without them.

In total, I deposited $6,580 after 5 August and withdrew $3,000 during this period. The refund they provided ($3,530) only accounts for net losses and the allowed $50 deposit, but does not address the preventable loss of my profits.

This is not just about the money. Retrobet failed to adhere to responsible gambling procedures, which they are obliged to implement immediately when requested. Their inaction exposed me to unnecessary financial and personal risk, which is why I believe the case should be reconsidered.

Retrobet can provide full bet and account history to verify these amounts and the sequence of events. For these reasons, I believe an additional refund of approximately $3,500 is justified.

Thanks

Dear Retro Bet Casino Team,

Thank you very much for your cooperation. Could you kindly provide your reaction to the player’s latest statements?

Thank you for keeping this discussion open and giving us the opportunity to clarify our position.

After carefully reviewing the case once again, we find it difficult to fully understand the basis of the player’s claims, as most of the arguments seem to rely on hypothetical scenarios rather than specific figures, dates, or verifiable facts. Based on our records, it also appears that the amounts the player refers to were generated from deposits made after the limit request. These deposits have already been fully refunded, which means there is no valid basis to reconsider any winnings connected to them.

Our assessment and actions are based solely on verified data — including deposits, withdrawals, and balance movements — rather than assumptions or subjective interpretations. For this reason, we consider our decision to be both fair and final.

That being said, we remain open to clarifying any specific points or providing additional explanations if the Casino Guru team believes further information is required.

Dear Retro Bet Casino Team,

The player has mentioned some delays in setting the limits:

"Retrobet did not implement these responsible gambling procedures promptly. It took three days for them to acknowledge my request, and almost a week to take any action, during which time I lost the profits..."

I am sure you have more accurate data, including specific figures, dates, or verifiable facts. Could you please provide the evidence supporting your side?

Thank you very much for your cooperation.

Dear Jozef,

Thank you for your follow-up and for giving us the opportunity to provide further clarification.

We fully acknowledge that there was a delay in processing the player’s request to set deposit and loss limits, which was caused by human error. This was our oversight, and we addressed it by carefully reviewing the player’s entire account activity. Based on verified data, we have already provided you with our detailed calculations, which explain exactly how the refunded amount was determined.

Given this, we believe we have acted transparently and in good faith, fulfilling our obligations to the player. For this reason, we find it difficult to understand what additional compensation or action could reasonably be expected on our part.

If you require any further data or supporting materials, we will gladly provide them to assist with your review.

Dear Poka157,

I am very sorry about the situation, but I must agree with the casino team on this matter. After carefully reviewing the case once more, I believe you are not entitled to any further refund.

Since August 5th, you made deposits totaling 6,580 NZD. However, you also managed to win and successfully withdraw 3,000 NZD, as well as 50 NZD that could have been deposited even if the limit had been applied on time. As a result, the total amount refunded to you was 3,530 NZD, which is both relevant and fair, including the delay that occurred.

Therefore, there are no reasonable grounds for requesting any further refunds, and I must consider this case closed.

If you do not agree with my decision, you are fully entitled to contact the licensing authority.

Kind regards, Jozef