The player from Hamburg reported being banned from the OASIS system due to pathological gambling and experienced a relapse, losing all her money. She demanded the return of her investments since December 2024 but was told by the casino agent that nothing could be done as her account remained open. The Complaints Team was unable to proceed with the investigation or provide solutions due to a lack of response from her. Consequently, the complaint was closed, but she retained the option to reopen it in the future.
Retro Bet Casino - Player seeking return of funds after a gambling relapse.
Closed
Our verdict
Player stopped responding
Amount: €635
Retro Bet Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Good day,
I live in Germany. The state is called Schleswig-Holstein.
I was banned from the OASIS ban system in October 2022 because I am a pathological gambling addict.
Now I had a serious relapse today and lost all my money and demanded it back from the casino because I have nothing else to eat. I told the agent about it in the live chat, but he said there was nothing he could do.
My account wasn't closed either!
In any case, I demand the return of all my investments since December 2024, or I'll get a lawyer!
Automatic translation:
Public
Public
7 months ago
Dear tannyb74,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Retro Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Have you requested to block your account only after you lost your funds during gameplay?
- Have you informed the casino about the reason why you wanted to close your account? Have you mentioned your gambling addiction?
- Can you please send all the relevant communication between you and the casino to my email at [email protected]?
Thank you very much in advance for your reply.
Best regards,
Natalia
Public
Public
7 months ago
Dear tannyb74,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
