The player from Germany encountered issues with a deposit made via paysafecard and struggled to access a bonus that was supposed to be applied. After canceling the bonus and trying to withdraw the 20 euros, the casino requested a paysafecard account statement from his neighbor, which was unavailable. He sought assistance to retrieve his funds. The Complaints Team concluded that the deposit could not have been credited to another player's account by mistake, and since the payment method's name did not match the casino account holder's name, the casino's requirements for withdrawal could not be met. Therefore, the complaint was rejected.
Retrobet Casino - Player’s funds are delayed due to deposit issues.
Amount: €20
Retrobet Casino
Safety Index:LowSafety Index
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4.9
Retrobet Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello, I originally thought I had deposited the money correctly into my player account, as I had the page open and prepared everything. Then I made a deposit using a paysafecard. However, there were issues with accessing the free spins. After I cleared my cache and history 20 minutes later, the money was not there. I then learned from my neighbor, who also has an account at the casino, that there was supposed to be 20 euros with a 100% bonus and 100 free spins. Don’t ask me how that happened, but it wasn't done properly. We ended up canceling the bonus before starting to play and only wanted to withdraw the 20 euros. Now, after a few days, during which I uploaded all the necessary documents, they are asking for a paysafecard account statement related to the deposit from my neighbor, but she doesn't have one. What now? I would like to get the 20 euros back. I reported the deposit error immediately, but all I keep receiving are setbacks. Please help.
Automatic translation:
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1 month ago
Dear Baddy86,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Do I understand correctly that you deposited money to someone else's casino account?
I will be patiently waiting for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello, hello, yes, I don't know how it happened, but it wasn't in the deposit account that I had entered. And to top it all off, my neighbor and I were sitting together and she was just on her profile when we noticed that something had gone wrong with the deposit. Anyway, we immediately told the live chat and support and canceled the bonus ourselves, not the casino, and now back and forth, my neighbor is blocked and the 20 euros are also simply gone. What the hell is that supposed to mean?
Automatic translation:
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1 month ago
Thank you very much for your reply, Baddy86. I understand your concerns, but to be completely transparent, it is technically impossible for a deposit made through your account and payment method to be credited to someone else's account by mistake. If the deposit was made correctly through your account, there is no scenario in which it would be credited to another player—especially one sitting right next to you. (What a coincidence?)
Additionally, I must emphasize that when requesting a withdrawal or a deposit refund, casinos require proof of payment. If the name on the payment method does not match the name of the casino account holder, the documents will not be approved by the casino, making it impossible to process the refund.
Given these circumstances, we are unable to assist further in this case and this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
