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Retro Casino - max bet

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Retro Casino Review.

Player's Complaint

Yesterday i deposited €20 into my account and won just shy of €3,000. I chose to withdraw €2,500 and went through the whole verification process and was told 45 minutes after sending them my verification documents that my withdrawal had been denied and the withdrawal amount had been removed from my account because I apparently was in breach of their play terms and condition that spin value cannot be 30% of more than the deposit amount (have honestly not heard of this in my life)

I emailed the department back that had emailed me informing me the withdrawal had been denied however still haven't received a response from them and when I spoke to a guy through the online chat named [EDIT] his response was "look on the bright side at least your deposit amount has been put back into your account" not quite the €2,500 I had withdrawn.

I am now having to wait for the support to team to respond however at this point I highly doubt they will.

Absolutely awful company AVOID AT ALL COSTS!!!

Read the casino review

3 Responses

User icon
thepogg
September 19, 2021

Hi fedup202175 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As a UK citizen you should only be playing with operators that hold a UKGC license. Retro Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Did you claim a bonus?

Thanks,

ThePOGG

User icon
shelley1209
September 19, 2021

Hi,

Yes I did claim a bonus however I spoke to live chat before requesting the withdrawal to confirm that the bonus terms and conditions had been met and that I could go ahead with the withdrawal. The lady confirmed and I requested the withdrawal.

User icon
thepogg
September 19, 2021

Hi shelley1209,

Unfortunately there's nothing we can do to help you in this instance. Retro Casino carry a clear maximum bet term in their bonus terms and conditions. If you have exceeded this while you had an active bonus in your account you have voided the bonus contract and the operator are within their rights to reset both parties to pre-contract conditions.

All the Live Chat operator will have checked is if you have completed the wagering requirements. They will not have checked to see if you adhere to the bonus rules.

All we can suggest is that in future you ensure you read and understand of any bonus you claim.

Sorry we cannot be of further help.

ThePOGG

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Agreement

shelley1209 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Retro Casino
  • Prism Marketing

September 18, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.