Retro Bet Casino - Player’s winnings have been confiscated after account closure.

Received an email mentioning for a deposit of $20 they will give 200 free spins. I have deposited, used free spins. By using my real money i won an amount of $125. When I placed a withdrawal request, I received an email mentioning my account was closed and winnings are confiscated due to restricted country. If they want to close the account due to restrictions , first they should settle my account then only he can close my account. These days lots of casinos were closing the accounts , but they are giving intimation and asking players to withdraw their amounts. But In my case without any prior intimation suddenly after placing withdrawal they sent closure email. Closing account doesn't matter but they should give my winning amount

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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.

• Which country have you selected in the registration form when you opened an account at this casino?
• Have you filled out your country and your address fully and correctly?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

While registering i selected my country as India and adress also filled as per my kyc documents. My account was fully kyc verified. I never used vpn. Previously I have withdrawn funds from the same casino.

Now I received an email stating your account was temporarily on hold , you can make your withdraw. But when I login to my account, there is only amount which I was deposited previously. But my winnings are not there.

Iam attaching screen shots of email I received and my account balance

Thank you very much, Priyatham, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Dear Priyatham,

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 please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello Kubo and Priyatham,

Thank you for bringing this case to our attention. After rechecking the account, we confirmed that the decision to confiscate the winnings was made in error. The funds have now been fully restored and are currently available on the player’s balance.

Please proceed with requesting a withdrawal, and we will process it accordingly. Once the payout is completed, the account will be permanently closed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Priyatham,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo