Retro Bet Casino - Jogador solicita encerramento de conta, mas é ignorado.

I emailed the casino on August 5, 2025, stating that I wanted my account blocked. Unfortunately, they ignored my requests and sent only nonsensical replies. I subsequently lost €1,300 there at the beginning of September. Unfortunately, Retrobet isn't interested in player protection.

Ich habe dem Casino am 05.08.2025 per Mail geschrieben, dass ich mein Konto sperren lassen will. Leider haben sie meine Wünsche ignoriert und nur unsinnige Antworten verschickt. ich habe dann Anfang September 1300 Euro dort verloren. Retrobet interessiert sich leider nicht für Spielerschutz.

Dear Exekution55, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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Hello! The reason was that I have a gambling problem, but the casino ignored it. Unfortunately, I no longer have the message because it was in the live chat.

I find it tragic that these casinos earn millions from addicts and don't even close accounts when given clear instructions to do so. This simply shows that it's never about

player protection, but only about

Profits.

A fair solution must be found here.

Hallo! der Grund war, dass ich ein Spielproblem habe und das Casino hat dies aber ignoriert. Die Nachricht habe ich leider nicht mehr, weil es im Livechat war.

Ich finde es einfach tragisch dass diese Casinos Millionen an Süchtigen verdienen und nicht einmal die Konten sperren, wenn eine klare Anweisung dazu kommt. Das zeigt einfach, dass es niemals um

Spielerschutz geht, sondern nur um

Profite.

Hier muss eine faire Lösung gefunden werden.

Dear player, thank you for your message and for sharing more details. I completely understand your concern and how important this matter is. However, to proceed with your complaint, we need verifiable proof of your original self-exclusion request: e.g., a copy of the email, a chat transcript, or any confirmation from the casino that acknowledges your request.

If the request was made through live chat and you no longer have a copy, I recommend contacting the casino’s support team and asking them to provide a record of that conversation. Without documentation of the initial request and the date it was made, we unfortunately cannot continue the mediation process.

Thank you for your understanding, and I hope you can obtain the necessary confirmation soon so we can review the case properly.

Regards,

Natalia

Here is the casino's response including the date.

It is clear from this that I wanted to have a self-exclusion.

hier ist die Antwort des Casinos inkl. Datum.

daraus geht klar hervor, dass ich einen Selbstausschluss haben wollte.

Dear player, have you stated the reason for your account closure when the casino support asked you about it? Could you please share the full communication? Please forward me the emails (not as screenshots) with your account closure requests together with their replies to natalia.b@casino.guru.

Dear Exekution55,

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,
Natalia
Casino.Guru