Retro Bet Casino - La cuenta del jugador ha sido deshabilitada.

This casino disabled my account and there is a balance on my account. I do not know how much. I have tried contacting them via email to try and get a manual withdrawal, and they are not co-operating. I have sent an image as an attachment to their request via email and they are lying and saying it was not received. Put a black box on the screenshot of the email, but there is a photo underneath...

Dear Miniwheats90,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with SlotLords Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please get in touch with the support team and find out how much money you have in your account? We need this information to set the dispute value.
• Which games did you play - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active 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,

Katarina

Hello, I have tried contacting the support team asking how much money there was, and they won't answer. I played live casino. No bonuses.

Dear Miniwheats90,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Sent!

Dear Miniwheats90,

thank you for your email and for your patience.

• Could you please provide the exact date of your registration with this casino?
• Have you passed the KYC verification, please?
• Have you ever had any successful withdrawals with this casino?

Looking forward to your reply.

Katarina

Do not know the exact date of registration. Do not remember if I passed KYC verification. Did have success withdrawals at this casino.

Thank you very much, Miniwheats90, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Miniwheats90,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Retro Bet Casino representative to join this conversation.

Dear Retro Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Miniwheats90 and Mirka,

We would like to clarify that the account was closed based on an internal administrative decision. The full remaining balance was refunded in full on May 14. No manual adjustments or corrections were made — the amount returned reflects the exact balance available at the time of closure.

Please feel free to reach out if any further details are required.

Dear Miniwheats90,

Could you please confirm, you have received the mentioned refund?

Thank you.

Dear Miniwheats90,

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.

Dear Miniwheats90,

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.

Thank you, yes I did receive them.

Dear Miniwheats90,

Could you please specify the amount, you have received, since you were unable to provide dispute amount previously?

Dear Miniwheats90,

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,
Mirka
Casino.Guru