Retro Bet Casino - Player’s account has been closed without reason.

i made a deposit using the welcome bonus on retrobet.com , i finished the wagering requirements and finished with a balance of 7295eur ... i proceeded to upload my documents , all was well and then when i went to make a withdrawal , the casino had disabled my account for no reason and ignored every attempt i made to communicate. i broke no terms or conditions, verified in a timely manner and still they stole my funds and locked me out

Dear vangevange26,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Retro Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Did you receive any justification for the confiscation of your winnings and closure of your account from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

i signed up yesterday and was banned after i finished wagering my welcome bonus... i received no email from them , i just tried to log in and make a withdrawal and my account was disbled with no reason as to why

i won playing slots and using their welcome bonus

Thanks for your reply,

Could you please share with me the email you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

they have now asked me for further verification, but no reason as to why my account has been disabled

i have now sent you an email of the thread of emails

Thanks for the provided information.

Has your verification been approved since your last reply?

Were you able to request a withdrawal?

Please let me know about any further developments

i have sent everything they have requested, my account is still disabled and have yet to hear back on my new documents

they have officially stolen my winnings and offered me back only my deposit, they just said administration decision, please invite them to this conversation

Thank you very much, vangevange26, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello vangevange26,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Retro Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Michal,

We have responded to you via email.

Dear vangevange26,

After thoroughly reviewing all the necessary information and evidence, we now have a clear understanding of the situation and the actions taken by the casino team.

Unfortunately, based on our findings, we must reject this complaint as unjustified due to a breach of the casino's terms and conditions. Our investigation confirmed the presence of multiple accounts sharing many similarities, including betting patterns and payment methods. These accounts collectively took advantage of bonuses, placed identical or highly similar bets on the same games, and exhibited patterns indicative of a coordinated bonus abuse group. Casinos enforce strict policies against such activities, and in this case, the casino’s actions align with its established rules.

While you are welcome to express your disagreement with our decision and escalate your complaint to the relevant licensing authority if you choose, we regret to inform you that we are unable to provide any further assistance on this matter.

We understand this may not be the outcome you were hoping for, but please know that we remain available to assist you with any future concerns you may have regarding this or any other casino.

Best regards,

Michal

Casino Guru