Retro Bet Casino - Pelaajan tili on suljettu.

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Dear Josi069,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Dear Katarina,

Thank you for your feedback.

I did not use any active bonus.

My deposit was €50, made via PaySafeCard, and I played without a bonus.

I was not yet verified because no payout had been made so far.

I played exclusively slot machine games – specifically "Big Bass Halloween" by Pragmatic Play.

Thank you for your support!

Liebe Katarina,

vielen Dank für Ihre Rückmeldung.

Ich habe keinen aktiven Bonus verwendet.

Meine Einzahlung betrug 50 €, getätigt per PaySafeCard, und ich habe ohne Bonus gespielt.

Ich war noch nicht verifiziert, da es bislang zu keiner Auszahlung gekommen ist.

Ich habe ausschließlich Automatenspiele gespielt – konkret „Big Bass Halloween" von Pragmatic Play.

Vielen Dank für Ihre Unterstützung!

I definitely haven't violated any terms and conditions or rules. I'm just a completely normal, average player who usually loses more than he wins.

This event is all the more frustrating and disappointing for me, as I have never experienced anything like this before.

I really hope you can help me and perhaps even contact the casino directly to clarify the matter.

I simply want a fair solution and to receive my rightful credit back.

Ich habe ganz sicher keine AGBs oder Regeln verletzt. Ich bin einfach ein ganz normaler Durchschnittsspieler, der meist mehr verliert als gewinnt.

Umso frustrierender und enttäuschender ist dieses Ereignis für mich, da ich so etwas noch nie zuvor erlebt habe.

Ich hoffe wirklich sehr, dass Sie mir helfen können und vielleicht auch direkt mit dem Casino in Kontakt treten, um die Angelegenheit zu klären.

Ich möchte einfach nur eine faire Lösung und mein rechtmäßiges Guthaben zurückerhalten.

As of now, 2 days after the deactivation of my account, the casino has not yet responded to my emails.

Standpunkt jetzt 2 Tage nach der deaktivierung meines Accounts hat das Casino bisher nicht auf meine E-mails reagiert.

Dear Katarina,

As of today, the third day, I received an email from the RetroBet team this morning asking me to provide further verification data so that the payout can be processed.

However, I would like to leave this case open for now – simply as a precaution, until the payment has actually been made.

Liebe Katarina ,

Stand heute, am dritten Tag, habe ich heute früh eine E-Mail vom RetroBet-Team erhalten, in der ich aufgefordert wurde, weitere Verifizierungsdaten bereitzustellen, damit die Auszahlung durchgeführt werden kann.

Ich würde den Fall hier jedoch gerne weiterhin offen lassen – einfach zur Sicherheit, bis die Auszahlung tatsächlich erfolgt ist.

Dear Josi069,

thank you for your reply and for the updates.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

The casino just paid me out.

The disputed amount was exactly €2290.

I would like to expressly commend RetroBet Casino, as my account was unlocked so I could request a withdrawal and upload the necessary verification documents. At the same time, it was very positive that the gaming function remained disabled during this process – a responsible approach!

Therefore, a big thank you to RetroBet Casino.

The case can now be closed. Thank you very much!

Das Casino hat mich soeben ausbezahlt

der strittige Betrag war genau 2290€.

Ich möchte das RetroBet Casino ausdrücklich loben, da mein Konto entsperrt wurde, sodass ich die Auszahlung beantragen und die erforderlichen Dokumente zur Verifizierung hochladen konnte. Gleichzeitig war es sehr positiv, dass die Spielfunktion währenddessen weiterhin gesperrt blieb – ein verantwortungsvolles Vorgehen!

Daher ein großes Lob an das RetroBet Casino.

Der Fall kann damit geschlossen werden. Vielen Dank!

Dear Josi069,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru