Retro Bet Casino - Pelaajan kotiutus hylätään ja voitot takavarikoidaan.

Good day,

I attempted a withdrawal of approximately €1300, but it was declined, and then all my winnings disappeared; only my initial €40 deposit remained. The live chat claims I exceeded the maximum stake, but I was nowhere near the maximum.

And the live chat says directly that they cannot help me.

I hope for a quick response and a solution to the problem.

Best regards

Guten Tag,

Ich habe eine Auszahlung von rund 1300€ vorgenommen, doch diese wurde abgelehnt und dann war der ganze Gewinn weg nur noch meine 40€ von der Einzahlung waren da. Der Live Chat sagt ich hätte den maximal Einsatz überschritten doch ich habe bei weitem nicht den maximalen Einsatz überschritten.

Und der Live Chat sagt direkt sie können mir nicht behilflich sein.

Ich hoffe um schnelle Rückmeldung und eine Problemlösung.

Mit freundlichen Grüßen 

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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 Purplepunch,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Retro Bet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with the help of bonus?
• Is your KYC verification successfully completed?
• Do you have an access to your game history, please? Could you forward it to my email katarina.d@casino.guru?

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

Best regards,

Katarina

Good day,

Yes, the winnings were achieved with a bonus. My KYC verification hasn't been successfully completed yet because I've applied to change my last name since I was adopted. I've provided the casino with the requested documents.

My gaming and betting history has not yet been provided to me. I only received an email from the casino stating that I had exceeded the maximum bet, which is not true. I am attaching this email.

Guten Tag,

ja der Gewinn wurde mit einem Bonus erzielt, meine KYC wurde noch nicht erfolgreich abgeschlossen, da ich meine Änderung des Nachnamen beantragt habe da ich adoptiert wurde . Die angeforderten Dokumente habe ich dem Casino bereitgestellt.

Bisher wurde mir meine Spiel und Einsatz Historie noch nicht bereitgestellt. Es kam nur eine email wo das Casino sagt ich hätte den maximalen Einsatz überschritten was aber nicht stimmt. Ich hänge ihnen diese email an .

Hello, my withdrawal was cancelled yesterday and then all the money was gone because I supposedly exceeded the maximum stake. I've calculated my game history and I've bet €5,579.32 and I only had to wager €4,800. I didn't exceed the maximum stake in that €4,800, so it must be a system error. I'm asking for your help.

Best regards

Guten Tag mir wurde ja gestern die Auszahlung abgebrochen und dann war das ganze Geld weg, weil ich angeblich den maximal Einsatz überschritten habe, ich habe meine Spielhistorie durchgerechnet und ich habe Ich habe 5.579,32 € gesetzt und ich musste nur 4800€ umsetzen und in den 4800€ habe ich nicht den maximalen Einsatz überschritten also muss es ein Fehler von dem System sein, ich bitte sie mir zu helfen .

Mit freundlichen Grüßen 

Good day,

Unfortunately, the problem still hasn't been resolved.

Please help quickly.

Best regards

Guten Tag,

das Problem wurde leider immernoch nicht behoben.

Bitte um schnelle Hilfe.

mit freundlichen Grüßen

Dear Purplepunch,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Purplepunch,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Retro Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I believe the best way to proceed is to provide us with the player's bet history. Would you be able to send this file to martin.l@casino.guru?

Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for addressing this case. We would like to inform you that a detailed explanation of the situation has been sent to Martin by email. This includes the complete betting history and all relevant supporting information needed to review the matter thoroughly.

Should any additional clarification or further documentation be required during the evaluation, we are fully available to provide it.

Dear casino representative,

thank you for providing the player’s betting history. As I have mentioned in the thread, based on the data available, I was able to identify only one instance where the maximum bet rule appears to have been breached. At the same time, the betting history shows that the player placed a very large number of other bets which complied with the maximum stake limitation.

In such cases, we assess the situation in line with our Fair Gambling Codex, particularly whether an isolated breach may have been unintentional (for example, a missclick during regular play). If the maximum bet was exceeded only once among thousands of compliant bets, this would generally not justify the confiscation of all bonus-related winnings.

In case you believe this breach was intentional and calculated, please let me know here or at martin.l@casino.guru. Otherwise, we believe the fair course of action is to reinstate the bonus to a state before the violation occurred.

Hello,

Thank you for your message and for taking the time to review this case. We appreciate the feedback provided. We have continued the discussion by email in order to clarify our position in more detail and to address all relevant aspects of the situation.

Should any additional information be required during the review, we remain available.

Dear casino representative,

thank you for your continued cooperation. I have replied to your email.

Hello Purplepunch and Martin,

Thank you both for the constructive dialogue and for taking the time to review this case. We appreciate the exchange of views and the opportunity to clarify the situation.

After internal consideration, a decision has been made to return the previously deducted funds to the player’s balance.

Dear casino representative,

thank you very much for your response, we appreciate your willingness to reinstate the player's funds.

Dear Purplepunch,

can you please confirm whether your funds have been reinstated?

Dear Purplepunch,

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,
Martin
Casino.Guru