Retro Bet Casino - El jugador enfrenta problemas de retiro de ganancias.

I deposited using a bonus and wagered it. I wanted to withdraw €800, but the withdrawal was canceled, and now there's only €400 left in my account. Support initially said it was a maximum withdrawal limit and sent a screenshot, but this limit only applies to withdrawals without a deposit. Then they said a rule had been broken.

Ich habe mit Bonus eingezahlt und diesen umgesetzt. Ich wollte 800€ auszahlen lassen diese wurde abgebrochen und jetzt sind nurnoch 400€ auf meinem Konto. Der Support sagt zuerst es sei eine max auszahlung und schickt ein Bild aber dieser gilt nur für ohne einzahlung. Danach sagen sie das eine Regel missachtet wurde.

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 this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you played with bonuses in this casino before?

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

Best regards

Attila

Hello, yes, I've already made two deposits. Now they're refusing to let me withdraw the remaining €400 and are rejecting my documents, even though they previously said I was already verified.

Hallo, ja ich hab sonst schon 2x eingezahlt. Mittlerweile lassen Sie mich die übrigen 400€ auch nicht auszahlen und lehnen die Dokumente ab obwohl es zuvor geheissen hat das ich schon verifiziert bin.

It was also stated that the bonus terms and conditions mention a maximum payout, but the screenshot sent by support clearly shows that it only refers to bonuses without a deposit, which is not the case for me.

es wurde auch gesagt das in den Bonusbedingungen steht das es eine max auszahlung gibt aber der Screenshot den der Support geschickt hat zeigt eindeutig das es sich nur um Boni handelt ohne einzahlung was bei mir nicht zutrifft

Dear Player,

Thank you for your reply and for providing the additional screenshots. We truly understand how disappointing this situation must feel, especially after completing the full wagering requirement.

After carefully reviewing all the information you shared, we unfortunately have to conclude that the casino appears to have acted in line with its Bonus Terms and Conditions:

The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default). The maximum winnings from deposit Free Spins cannot exceed x10 of the bonus amount received as a result of the Free Spins play.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are considered unfair and predatory only when applied to real money games. We do, however, accept bonus terms and conditions that restrict the maximum cashout from bonus play.

When you completed the wagering requirements of your bonus, the cap was not applied immediately. Some casinos apply the maximum winnings cap only when a withdrawal is requested. At the time you finished wagering, you should have been left with a maximum of €400. Continuing to play with a higher sum meant that any additional balance was effectively virtual and not real money. Consequently, all subsequent winnings generated from this bonus are also subject to the bonus cap.

Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila