Retro Bet Casino - Player's winnings are capped after withdrawal issues.

As a relatively new user to gambling as a whole I was approached by someone who uses the casino and given a referral code.

I made my first deposit and rinsed it. Same with 2nd and 3rd deposit. I then made my way to the 4th deposit bonus which was a 50% deposit bonus and free spins.

I was unaware of the max win limit pertaining to the bonus deposit which is my mistake, however, I wagered successfully, completing the wager which closed the active bonus I had and the money was shown as able to withdraw. I then completed the wager for the $55 I’d won on the free spins

by this time I had bought my balance up from $30 I deposited plus the funds I’d gather during the deposit wager and successfully completed the free spin wager.

I tried to withdraw the balance available which showed roughly $1100. My first several attempts were unsuccessful and each time I went to the chat support each time it was declined (upwards of 10 times) and I kept being told the only issue was my bank details. Eventually yesterday (day 3) since initial deposit, win and withdrawal attempt was I told it was actually my bank declining. I confirmed it was not by contacting the bank. Back to chat support and then it was just try again so I screenshot the withdrawal screen with the details and was advised that yes, that’s all correct and should process soon.

it didn’t. One day two I asked the chat support team to confirm if the balance was mine to withdraw and I was told yes, it’s the banking issue that’s the problem.

day 3 was yesterday and again, nobody has told me anything beyond the banking details being wrong. Last night after much frustration attempted smaller withdrawals thinking it might help.

because I’d been informed by the chat support that the winnings were indeed mine after a few declines at the time I would make small withdrawals from that fund to keep playing with. I thought I was building my balance using the money they’d said was mine.

day 4, today. I wake up and check Retrobet to see what’s happening with my withdrawals to find instead of the $950 I’d attempted to withdraw on my attempt the night before that I had been left with only $390

I immediately went to the chat support and was told it was confiscated due to be over the maximum win limit.

Theres a few things I’m having trouble understanding about this.

• Once completing the wager the system should have recognised the win was above the limit and removed what was not mine to keep but instead nothing happened until 4 days later. So for 4 days I was made to believe that was all mine and I was entering details wrong even though it was confirmed by support the details had been correct.
• why did none of the 10+ chat support not pick up this issue when asked on days 1-3?
• because of the incorrect information chat support provided about the funds being mine to use or keep and continued using them I lost 3 days of my time trying to sort it out. If the staff had done their checks properly on my account each time I queried it they would have seen it was over the limit and advised me as such. I would have withdrawn the max win at their limit and made a new deposit to play with. Instead I got ripped off because not a single person did their job.
• Today I spoke with another chat support person who advised after much questioning that the free spins were not held to the bonus max win. That would mean the $55 I won was not subject to the limit and further playing should have resulted in no limits from that point and winnings from then should not have been taken as ‘bonus’ and confiscated under that rule as it does not apply.

If you can’t trust what the chat support tells you what is the point?

to be told my win was not the issue to having my win depleted and suddenly it’s not what they’ve said all along.

Should the staff not be checking this stuff especially when repeatedly seeing a customer have the same issue and reaching out repeatedly for help?

nobody wants to take responsibility for the misinformation that caused all of this.

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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 you a few questions to clarify your situation.

• Can you see your account balance divided into a real-money balance and a bonus balance? If so, were your winnings transferred to your real-money balance after you completed the wagering requirements for the fourth deposit bonus?
• Were your winnings capped in any way immediately after you completed the wagering requirements for the fourth deposit bonus?
• Did you see any notification or pop-up message informing you that you had successfully completed the wagering requirements for the bonus and that you could withdraw your winnings?

I have reviewed the Bonus Terms and Conditions, and I found the following information regarding the maximum winnings and withdrawal limits:

The maximum winnings from Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play. The maximum win is limited to 10x the bonus amount. (This rule can be found here, when you click on the "i" button for the Fourth deposit bonus)

The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play. (This rule can be found in the general Bonus Terms and Conditions here)

I would like to emphasize that, according to our Fair Gambling Codex, we consider an imposed win limit to be unfair and predatory when it is applied to real-money gameplay. However, we accept bonus Terms and Conditions that restrict the maximum cashout from bonus play.

Based on the information currently available to us, it appears that the winnings you are disputing may have been subject to the maximum withdrawal limit stated in the bonus Terms and Conditions. However, I would like to review the additional information requested above before making a final assessment.

If there is any additional information or evidence that could support your case, please do not hesitate to forward it to us.

Otherwise, if we do not receive any further information that would change our assessment, I am afraid we will have to proceed with rejecting your complaint.

Thank you for your understanding.

Best regards,

Veronika

Hi and thank you for your response.

Yes, the money did move to my real wallet from the bonus wallet when I completed the wager, I did not receive any notifications. I did however, ask in the chat support after my first withdrawl the money from my real balance and in one of those many chats (had to open a new one everytime the withdrawal was rejected) I asked to confirm the funds were mine to withdraw and was told yes. Because I queried it so many times due to rejections the repeatedly advised me it was just that I was entering something incorrectly in my bank withdrawal section and that once I’d sorted that there would be no issue.

No, it took 3-4 days to take the ‘excess’ winnings from my real balance and alert me of the reason being over the max win limit. During which time since I was rejected each time I withdrew I’d chip into that money to bet again as it made more sense than making a new deposit since they’d said it was all my money anyway.

So any additional winnings from my first withdrawal were also confiscated.

The deposit bonus was $15 of deposit bonus credit and free spins to which I won around $57 from those free spins.

Ill submit some screenshots for evidence

Thank You and I look forward to seeing your response

the second screenshot clearly shows the real balance as much greater than what I actually got. You can see where they say the funds appear to be ‘approved’ for me to withdraw. And the one were they confirmed it was mine to withdraw.

There are so many I can add

more if you’d like

Sorry I know it’s a lot but I did try very hard to get the issue sorted and as you’ll see was repeatedly told it was all good just a banking detail issue.

Lastly sorry, it’s all mixed up

I can upload to a file share if that’s easier to keep them in order.

again, many thanks!

Sorry I think it may also be relevant to mention I finished the wager somewhere between $100/$200 at the conclusion which then moved to real balance and I played from that real balance fund for the remainder of my betting session.

Hello VikkiVix,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the updates and for your patience while I was out of the office.

Before we proceed with the investigation, please ask the casino support via email to provide you with your gaming history in Excel format, covering the period from the moment you activated your fourth deposit bonus up to your most recent withdrawal request. Once you receive it, kindly forward the file to me at veronika.f@casino.guru.

We need to review your gaming history to determine whether the maximum winnings cap associated with your bonus was applied more than once during the period when your withdrawal requests were repeatedly rejected.

Dear VikkiVix,

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.