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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!

Guten Tag,

Ich wohne in Deutschland Schleswig Holstein heißt das Bundesland.

Ich habe mich im Oktober 2022 beim OASIS Sperrsystem sperren lassen,weil ich pathologisch spielsüchtig bin.

Nun habe ich heute einen schweren Rückfall gehabt und habe mein ganzes Geld verloren und vom Casino zurück verlangt, weil ich sonst nichts zu essen habe .Im Live Chat habe ich dem Agenten davon erzählt..der aber wiederum sagte das er nichts tun könne.

Mein Account wurde auch nicht geschlossen!

Ich fordere jedenfalls meine gesamten Einsätze seit Dezember 2024 zurück sonst nehme ich mir einen Anwalt!

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 natalia.@casino.guru? 

Thank you very much in advance for your reply.  

Best regards,

Natalia

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.

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