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I have won 2000cad on Retrobet.com online casino, but instead of processing the full amount they just given back to me what I deposited which is 600cad for the reason they said I have a duplicate account. First of all if I have a duplicate account they should have not let me play on the casino and blocked all the deposit i made. I deposited a total of 1500cad in 1 day. I manage to win 2000cad but then all of a sudden they rejected my withdrawal of 2000cad and only given back 600cad. Please help me claim my winnings and what I have deposited. Please. They also want to add that I claim a bonus with on my account which I really did not claim any bonus or any active bonus as I declined all the bonuses.

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Dear Hardkulangot4013,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please specify whether you played from home using only a single device?
• Could you please advise if you have passed the KYC verification? Were you asked to submit any documents to the casino to verify your account and identity?
• Could you please clarify whether you played with bonuses in the casino or not?

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,

Tomas

Dear Hardkulangot4013,

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,
Tomas
Casino.Guru