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

​I had a balance of €1,495.89 and requested a withdrawal. I contacted customer support multiple times (speaking with 5 to 6 different agents) regarding my account verification. I explicitly informed them that I could not provide the standard proof of address document. One of the support agents assured me that they would resolve this manually and process the verification with the alternative valid document I provided.

​However, instead of resolving the issue, my withdrawal request was suddenly rejected. Shortly after, €1,395.89 was removed from my account balance without any valid reason or clear explanation. I was left with only €100 (which corresponds to my last deposit). The support team now claims I can only withdraw this €100 and that the remaining €1,395.89 cannot be returned because of the pending address verification—despite previously promising a manual resolution.

I also sent multiple emails regarding this issue, but I have received no response. It is completely unacceptable to confiscate my legitimate winnings simply because of a technical verification difficulty that support promised to handle manually.

​I request Casino Guru's assistance in mediating this situation so RetroBet restores my full balance of €1,495.89 and allows me to withdraw my money.

I have saved and documented all chat transcripts with your support agents, as well as every email I sent to RetroBet. While I cannot upload all of these files in this initial form due to attachment limits, I have full proof of every conversation and promise made by your team, which I will gladly provide upon request during the investigation.

Thank you!

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Dear qepurasg,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• What alternative valid document did you provide for the address verification?
• Did you successfully withdraw funds from this casino before?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.