1xBet Casino - Player’s cashback request has been ignored.

I am vip client of 1xbet, through 1xbet rules am qualified for vip program and i should receive 10% of my lost , last week i lost more than 50000 usd but 1xbet didn't respect their offer , I've been chatting since days but no reply from them.

Dear koudjo980,

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. 

• Could you please post a link to terms that indicate you are eligible for this bonus here in this thread?
• Have you received this bonus before?
• Also, could you please clarify the dispute value?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

the offer is available for all registered clients that with at least 30days on the site.

i added screenshots of the conditions and I've been participating since a while

the dispute value is 10% of my lost and that is 5000USD, thanks