Retro Bet Casino - general discussion (page 2)

Red Flag on this Casino, for people with gambling problems Stay away from that place, they hold your withdrawal even after your profile is fully verified to compell the player to play back the winnins.

Also the games Glitch. it is not normal to a game to stay stuck on maximun bonus triggert and you play all possible bet possible and the bonus dont triggert. (i did the experiment with 200$) 3 days in a row betting from 20 cents (200 spins) then log out came the next day, different bet another 200 spins , nothing. next day 100 spins 1$ bet. nothing. i leave the comment to the experts.

Anyway, i decided to flag my account and close it due to gambling issues and even so they ere veeeeeery insistent on keeping my account open. I had to quote legal terms to make the finally close the account.

If you need our help with closing the account, we are here for you.

Finally they closed the account. Thanks.

I'm glad that they did then.

Hi there I got a bit lucky today on Retro Bet casino went to withdraw I was asked to verify myself which is fine I know the process very as I’m a very regular player on some other places , so I start everything I upload is knocked back so I start trying to communicate with casino all they kept saying is you need to upload more the frustrating part is they weren’t telling me what I had done wrong then I go to try and fix the problem but the verification people are not letting me on the screen tells me sorry we are unable to verify you contact support ,,,,,,,SO NOW MY WINNINGS ARE STUCK IN MY ACCOUNT AND I CANT WITHDRAW

Hi there, that's quite an unusual twist of events. When the casino says they're unable to verify the player, that raises a few questions, starting with, "Ok, and who can?"

In any case, did you contact the support to resolve that?

I expect the support will explain the matter better. I would love to know what comes next, because we both know there is no way around KYC, and therefore the money is stuck.

Hi I have had some contact with a casino representative who assures me that my withdrawal is getting done and that I will have to wait a little longer nothing was mentioned about the verification so I’ll keep you posted hopefully they will pay 1500$ which I was so happy to have won anyway talk soon

Hi, it sounds a lot better! Hopefully it won't take any longer, and I'll stay here to see that the money comes sound and safe!

Talk soon. 😉

Yes they finally paid but unfortunately my wife still hasn’t been paid

Oh, and would you say that your wife's situation is the same as yours was? I mean, can we perhaps try to step in? Anyway, glad you got paid after all those prolongings.

Hi there my wife’s situation is worse than mine they have actually blocked her account and they owe her 1000$ they paid her 200 but still owe her 1000 she has asked you guys to look into it for her

She did the right thing. I hope we’ll be able to resolve this situation somehow.

Could you please give us an update if anything changes or if there is any further progress with her case?

RetroBet failed to act on my 5-year self-exclusion request

On 28 August 2026 at approximately 10:17 PM EEST, I contacted RetroBet through their official live chat and clearly stated:

"Hello please self exclude my account for a period of 5 years."

I immediately followed this with: "Do it right now."

This was a clear and unambiguous self-exclusion request. Under the Curaçao licensing and Responsible Gaming requirements, a self-exclusion request must be acted upon immediately, regardless of whether it is submitted through live chat or email. RetroBet’s own Terms and Responsible Gaming policy also state that self-exclusion can be requested through both official support channels.

The live chat is an official RetroBet support channel, so there was no reason for the representative to treat my request as invalid or tell me to contact another department. Once I used the words "self exclude," RetroBet had clear notice of my intention and should have immediately restricted/closed my account and prevented further deposits and gambling.

I was told instead to send an email. My account remained active and I was able to continue depositing and gambling after RetroBet had already received my self-exclusion request.

I used live chat because I had previously contacted RetroBet by email several times regarding other matters and received no response. Chat was the only channel where I could actually reach their support.

As a result of the failure to implement my self-exclusion, I made further deposits and incurred additional losses.

I have the complete live chat transcript, transaction history, deposit confirmations and other evidence. I have requested reimbursement of the deposits and losses made after my self-exclusion request, together with an explanation of when the restriction was actually applied.

I consider this a serious Responsible Gaming failure and will pursue the matter further if RetroBet does not resolve it.

The fact that you asked to self-exclude for five years is certainly relevant, but there is one important detail I'd still be careful about.

From the chat you've shared, I don't see a clear reason given for the self-exclusion, such as a gambling problem, loss of control, or addiction. That can matter when assessing what the casino understood from your request and how the situation should be handled.

I also noticed that support asked you to send the self-exclusion request by email. I understand why you don't have much confidence in that route if they haven't responded properly to your previous emails, but I would still follow the procedure they've given you and send the request there as well.

Make it very clear in the email that you want the account self-excluded, for how long, and, if the reason is related to a gambling problem, state that explicitly. Keep a copy of the sent email and the timestamp.

If they then fail to respond, delay the closure, or allow you to continue gambling despite receiving that clear request through the channel they asked you to use, you'll have much stronger documentation of what happened.

So I wouldn't ignore their requested process, even if their previous communication has been poor. Follow it and keep the evidence. If the problem continues and the casino still doesn't respond or act on your request within a reasonable time, let us know and we can see whether there is a way for us to help further.

Thank you for your clarification.

I understand your concern regarding the reason for self-exclusion, but I would like to clarify why I consider my request to RetroBet to have been a complete and unequivocal Responsible Gaming request.

On August 28, 2026, at 22:17 EEST, I explicitly told the RetroBet support agent:

"Hello please self exclude my account for a period of 5 years"

and immediately followed this with:

"Do it right now."

This was not a general complaint, an expression of dissatisfaction, or a question about self-exclusion. I directly requested that my account be self-excluded for five years and expressly instructed the agent to implement it immediately.

I do not believe that a player should have to use the words "gambling addiction" or provide a medical diagnosis in order for an explicit self-exclusion request to be taken seriously. Self-exclusion is itself a Responsible Gaming protection mechanism.

More importantly, RetroBet's regulatory framework and its own Terms and Conditions require the operator to maintain Responsible Gaming measures, including the ability for players to self-exclude and to limit their gambling activity. The Curaçao Gaming Authority's licensing framework expressly requires licensed operators to comply with Responsible Gaming policies and provides for player self-exclusion and deposit/gaming limits as part of the Responsible Gaming framework.

RetroBet is currently operated by Stable Tech N.V. under Curaçao Gaming Authority licence OGL/2024/161/0191. Its own Terms and Conditions confirm that it is a licensed Curaçao operator.

The regulatory framework also makes clear that Responsible Gaming is not merely optional customer-service assistance. The Curaçao Gaming Authority requires licensed operators to implement Responsible Gaming principles, including safeguards against gambling addiction and measures to protect vulnerable players.

In this case, RetroBet received an explicit five-year self-exclusion request through its official Live Chat. The request was therefore communicated directly to an authorized representative of the operator.

I understand that the agent directed me toward another channel. However, I do not believe that this makes the original request meaningless or permits the operator to simply leave the account fully active while a player who has explicitly requested self-exclusion remains able to gamble.

The critical question is what RetroBet did after receiving the request.

The answer is that the account was not immediately restricted, I was not prevented from gambling, and the requested self-exclusion was not implemented at the time I requested it.

This is particularly important because the purpose of self-exclusion is to protect a player from continuing to gamble after making such a request. A Responsible Gaming system that receives an explicit self-exclusion request but leaves the player able to continue depositing and gambling defeats the very purpose of the protection.

I therefore ask that my complaint be assessed on the actual evidence and timeline rather than on whether I used the specific phrase "gambling addiction."

My request was:

- explicit;

- for a specific period of five years;

- directed to the casino's authorized support representative;

- accompanied by an immediate instruction to implement it; and

- clearly related to preventing me from continuing to gamble.

I am not asking Casino Guru to assume facts that are not in the evidence. I am asking that the actual wording of the request and RetroBet's subsequent conduct be considered.

### Financial Consequences and Refund

The central issue of my complaint is also the financial consequence of RetroBet's failure to act.

Once RetroBet had received my explicit self-exclusion request, I should not have remained in a position where I could continue gambling and making deposits.

I am therefore requesting reimbursement of the deposits made after my explicit self-exclusion request and before the account was ultimately restricted/blocked.

This is the financial remedy I am seeking from RetroBet.

I have preserved the Live Chat evidence showing the exact wording and timestamp of my request, as well as the subsequent account and transaction information.

I would therefore respectfully ask Casino Guru to consider whether RetroBet fulfilled its Responsible Gaming obligations after receiving this clear self-exclusion request and, in particular, whether the deposits accepted after that request should be reimbursed.

I appreciate your assistance and hope that the complaint can be assessed based on the complete evidence and the applicable Responsible Gaming framework.

Best regards,

Alisa

I understand the point you're making, and I don't think your original live-chat request should simply be treated as if it never happened.

At the same time, I want to clarify one thing from my previous reply. I wasn't suggesting that you need a medical diagnosis or that you must use the exact words "gambling addiction" for us to take the situation seriously. What matters to us is the full context, including whether the casino was made aware that there was a gambling-related problem behind the request.

There is also another part of the timeline that we can't ignore. The support agent specifically instructed you to send the self-exclusion request by email. When a casino gives a player a particular procedure or channel for such a request, we generally expect the player to follow that step as well.

I understand why you had little confidence in email support after your previous experience, but if you had sent the self-exclusion request there and the casino then ignored it, delayed it, or continued allowing you to deposit and gamble, that would provide much clearer evidence that you followed the procedure they themselves requested.

Your live-chat transcript, the timestamp of the request, the deposits made afterwards and the point at which the account was eventually restricted are all still relevant. What we can't do here on the forum is conclude that RetroBet breached Curaçao regulations or that the deposits made afterwards must automatically be reimbursed. Those regulatory and legal conclusions are outside what we can determine here.

I also saw that your case was rejected and I think it's related to what I already said. I don't know if our team will asses your situation again, you can try with reopening the complaint but I doubt it will have different ending.

You have to remember that wording and channels used are always significant for us to investigate the case.