Retro Bet Casino - Las ganancias del jugador fueron confiscadas.

Complaint description:

I hereby submit a formal complaint against RetroBet Casino.

I participated in the Neon Spring Award tournament and received the tournament winnings of €1,500 as a bonus. This bonus was credited to my account automatically and activated without any visible or confirmed bonus conditions.

At the time of bonus activation, none of the following information was displayed or confirmed to me:

no indication of maximum usage

no indication of a feature-buy ban

no pop-up or confirmation window

no direct link to specific bonus conditions

Only afterwards, after I had made winnings, did the casino claim that I had violated a €5 max bet rule.

The important thing is:

The alleged rule was neither clearly visible nor unambiguously communicated.

I explicitly asked the casino support beforehand whether I could play with more than €5 after fulfilling the bonus requirements.

The casino manager's response on December 1st stated that a €5 betting limit only applies when a bonus is active – however, without a clear explanation of when a bonus is considered to have ended.

Additionally, it should be noted:

I have deposited a total of approximately €150,000 in this casino.

The casino has paid me winnings in the past under similar circumstances.

My account was not blocked.

I was credited with additional bonuses again.

→ The casino's behavior is therefore inconsistent and contradicts the current argument.

In my view, a rule that is not clearly displayed, not confirmed, and not transparently explained cannot be applied retroactively.

I have contacted the casino several times, most recently on December 2nd, but have not received a further response.

I request Casino Guru's support and a neutral review to determine whether RetroBet was entitled to confiscate my tournament winnings under these circumstances.

Beschwerdebeschreibung:

Ich reiche hiermit eine formelle Beschwerde gegen das Casino RetroBet ein.

Ich habe am Neon Spring Award Turnier teilgenommen und den Turniergewinn in Höhe von 1.500 € als Bonus erhalten. Dieser Bonus wurde mir automatisch gutgeschrieben und ohne sichtbare oder bestätigte Bonusbedingungen aktiviert.

Zum Zeitpunkt der Bonusaktivierung wurden mir keine der folgenden Informationen angezeigt oder bestätigt:

kein Hinweis auf einen maximalen Einsatz

kein Hinweis auf ein Feature-Buy-Verbot

kein Pop-up oder Bestätigungsfenster

keine direkte Verlinkung zu spezifischen Bonusbedingungen

Erst nachträglich, nachdem ich Gewinne erzielt hatte, behauptete das Casino, ich hätte gegen eine Max-Bet-Regel von 5 € verstoßen.

Wichtig ist:

Die angebliche Regel war weder klar sichtbar noch eindeutig kommuniziert

Ich habe den Casino-Support vorab ausdrücklich gefragt, ob ich nach Umsetzung des Bonus höher als 5 € spielen darf

Die Antwort des Casino-Managers vom 1. Dezember lautete, dass nur bei aktivem Bonus ein Einsatzlimit von 5 € gilt – jedoch ohne klare Erklärung, wann ein Bonus als beendet gilt

Zusätzlich ist festzuhalten:

Ich habe in diesem Casino insgesamt ca. 150.000 € eingezahlt

Das Casino hat mir in der Vergangenheit unter ähnlichen Umständen Gewinne ausgezahlt

Mein Account wurde nicht gesperrt

Mir wurden weitere Boni erneut gutgeschrieben

→ Das Verhalten des Casinos ist daher inkonsequent und widerspricht der jetzigen Argumentation

Eine Regel, die nicht klar angezeigt, nicht bestätigt und nicht transparent erklärt wurde, kann aus meiner Sicht nicht rückwirkend angewendet werden.

Ich habe das Casino mehrfach kontaktiert, zuletzt am 2. Dezember, jedoch keine weitere Antwort erhalten.

Ich bitte Casino Guru um Unterstützung und eine neutrale Überprüfung, ob RetroBet berechtigt war, meinen Turniergewinn unter diesen Umständen einzuziehen.

Important notice:

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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.

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Stay safe.

Hello,

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 clarify whether you were aware the balance that was awarded to you was in the form of a bonus that needed to be wagered?
• Have you placed bets above the maximum only after the wagering from the bonus was complete?
• Could you please share your game history from the relevant period with me?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

Thank you for your message.

I have already sent you all the requested documents by email, including:

– my complete game history from the relevant period

– all communication with RetroBet

– all screenshots and files (a total of 8 attachments) that were previously submitted to the responsible authority

Should you require any further information or additional documents, please let me know.

Thank you for your support.

Best regards

Beytullah

Hallo Tomas,

vielen Dank für Ihre Nachricht.

Ich habe Ihnen alle angeforderten Unterlagen bereits per E-Mail zugesendet, darunter:

– meine vollständige Spielhistorie aus dem relevanten Zeitraum

– die komplette Kommunikation mit RetroBet

– sämtliche Screenshots und Dateien (insgesamt 8 Anhänge), die auch zuvor an die zuständige Behörde übermittelt wurden

Sollten weitere Informationen oder zusätzliche Unterlagen benötigt werden, geben Sie mir bitte kurz Bescheid.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Beytullah

Thanks for your patience. I went over the information you provided.

Based on the game histrory it appears you placed 59 bets in the amount of 400€ and 500€ using the bonus rounds and features of slots Starlight Princess and Starlight Princess 1000, and a few others, during the wagering of the bonus. Therefore, we conclude that the rules of the bonus were breached https://www.retrobet.com/bonus-terms-and-conditions

5.The maximum bet while wagering is 5 EUR (5 USD, 50 NOK, 7.5 CAD/AUD/NZD) or its equivalent. The maximum bet limit (5 EUR or its equivalent) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded.

Our position on the breach of the maximum bet rule is summarized here:

https://casino.guru/guide/fair-gambling-codex-for-casinos#max-bets

The bonus max bet rule is an industry standard, as is the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Consequently, we believe the casino was justified in confiscating the winnings from the bonus and won't be able to assist you further.

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 problems with any online 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.