Retro Bet Casino - Вывод средств игроком был задержан, и доступ к учетной записи заблокирован.

Casino paid me 200 out of my winning still owe me 1000 tried to make withdrawal 1 sum of 800 and another 200 first made withdrawal to transfer to bank was declined did again to transfer back on to card original methods of deposit i made 2 withdrawal transactions since they paid me the first time amount of 200 $ so I made the other 200 and 800 withdrawal attempt via the same way they paid me the first time and it was showing all good but after not receiving funds 2 days I started communicating with them however they kept feeding me excuses and more excuses until reached the point where I could no longer log in to my account, and currently still unable to log in the whole time they were satisfied keep waiting little but longer ans this is now problem deo m currently bank as in theyve released it from their end wh9ch was still not showing then theist excuses was mam you have no winnings and you have played all ur credits which was not true and at one point they even said my accident never had any winnings recorded on my account and its all documenta but they can't see mine

Important notice:

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.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When was the last time you played in the casino with your balance?
• 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?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Abbymay,

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.

Thankyou for helping me I will try and answer as as accurate as I can be

* this was my first deposit with no bonus it was 30$ I only play slots !!

*I was lucky enough to win $1200 after a few hours playing I withdrew 200$ out of the 1200 thst I’d won then I withdrew the balance which i reversed bcz my husband told to change which I did to back on my my card after 3/4 days I was paid 200$ i to my account so outstanding still to be paid was 1000$ a few days after I was told that bank take longer so reversed it again to my card it was then I was locked out of my account the reason I know is bcz I couldn’t log in i sent many asking why all I was was to follow the link to recover my account which I tried many times without success no one would talk to me about the 1000$ outstanding i have ignored and the only answer or response I got was when my husband inquired about my account through his email which they thst I was the only one they would to and it had to be from my email which I tried many times it’s so frustrating I’ve pretty much given up I know I made some mistakes with reversing my withdrawals but I was so excited thst I had won I just want someone from thst casino to at least tell me what to do but they have just ignored me

i have so many emails let me know if you need more

kind regards

Hoda

Thanks for your patience.

Could you please confirm that you deposited using a payment method that belongs to you exclusively? Have you requested a payout to your bank account exclusively?

Could you please clarify whether your husband has an account in the casino?

Please let me know.

Yes i did deposit from my bank and requested withdrawal to my all in my name my husband up untill a few days ago did have an account but he closed because of my current situation

Also I have another ongoing withdrawal issue with Playfina if im able to submit a complaint regarding my situation with playfina I'll appreciate it

Thankyou

My experience have made me feel very depressed and frustrated knowing I deposited all my money with 100% no bonus and I've tried doing my best and the right thing by verification doing so before I start playing

Thanks for your patience.

According to the response from the casino to you on July 14th after your payout was canceled, you played down the balance.

• Could you please explain when you last played in the casino?
• Have you asked the casino to provide you with your game history?

Please let me know.

Dear Abbymay,

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,
Tomas
Casino.Guru