Retro Casino - O levantamento dos prémios dos jogadores está atrasado.

On 04.08.2026 I deposited 300 CZK at Retro Casino and received welcome bonus 450 CZK + 50 FS. I met all wagering requirements. The bonus was converted to real balance 11,226.20 CZK (visible in my history screenshot).

I requested a withdrawal. The casino paid me only 5000 CZK and confiscated the rest of my winnings without any valid reason. My wagering was completed. There is no violation of terms.

Now the casino says I need to verify account but is stalling. I want to receive my remaining winnings of 6226 CZK.

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Dear Misa24,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for the update. I’m sorry to hear about your negative experience.

Please allow me to ask a few questions to better understand the situation.

• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Which bonus did you use? Please provide a screenshot or the link to the bonus. Please provide a screenshot of the bonus terms that apply to the bonus that you used.
• Are you aware of any win limits associated with the bonus?
• What reason did the casino give for confiscating the rest of your winnings? If possible, please provide a screenshot of the communication. You can post it here or forward it to jean.s@casino.guru.

Thank you in advance for your answer.

Dear Misa24,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Misa24,

I'm Michal, and I have taken over your complaint. I have reviewed the case and would like to clarify a few points from your side.

I understand that you have stated you do not own the card ending 416598...3090 and therefore cannot provide any pictures or other evidence of it. That said, I would like to ask whether it is possible that you may have attempted to use this card for a deposit at some point, for example if it belongs to a relative, friend, or acquaintance.

I also acknowledge that the transaction from this card was unsuccessful and therefore does not appear in your deposit history. However, I would like to explain that, in line with standard industry practice, casinos are generally permitted to review all payment methods attempted on an account – even if the transaction was not completed – to ensure that all payment instruments belong to the account holder. This is a common anti-money laundering measure and is not specific to your case.

I hope this helps clarify why the casino may have raised this point. I would appreciate any further context you can provide, as it will help me better understand the situation.

Additionally, you mentioned that you used card 4083****7579 at Retro Casino. However, in your emails and screenshots you provided, you agreed to some settlement and requested that the funds be sent to the card ending in 4009. I'm curious to know why you did not request the payment to the card ending in 7579?

Finally, could you kindly confirm which cards held in your name are currently in your possession, as well as all the payment methods you used at Retro Casino?

I look forward to your response.

Dear Misa24,

Thank you for your response and clarification via email.

I would like to now invite Retro Casino to join the discussion.

Dear Retro Casino,

I kindly request clarification regarding the reasons for asking the player to provide evidence relating to a payment card from which no successful transaction was either received or made.

While I acknowledge that casinos are generally entitled to review payment methods that have been attempted or associated with an account, even where the transaction was not completed, I would like to understand why such verification is necessary in this particular case.

If there are any additional factors or concerns influencing this request that cannot be disclosed publicly, kindly share them with me directly at michal.k@casino.guru for an independent review.

Thank you in advance.