The player from Spain complains because she wasn't awarded a cashback bonus. We closed the complaint because the player stopped responding to our messages and questions.
1xSlots Casino - Player didn't receive a cashback bonus.
Amount: €500
1xSlots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I've been a client at this casino for a long time, I like it a lot, but they have things that seem strange to me, 2 weeks ago I won a lot of money, it can be said that I got around €11,000 but I kept betting and I was left with 5,000 which I withdrew , but then I continued depositing and lost, it turns out that in the VIP return I am at the diamond level, it is supposed that every 24 hours I would have to receive a return, which is not happening, I have spoken to them through the chat, by email asking why I am not receiving my return with the amount of money I have bet, they are based on saying that I have won the casino, I have asked them several times to show me the game history or betting history and they delay me, telling me that I am winning is already enough, but they do not show me that this is true, and I believe that it is not true, with the last deposits that I have made the bets I have lost them, but I think that having bet more or less €5,000 the return The amount that they would have to do to me is quite high and I think that's why I don't have my VIP return, because I think they don't want to pay me, it doesn't work for me that I have almost always had the VIP return available when I have bet much less than the latter time, I hope you can solve it for me, for the rest I am happy with this page, I have never had a problem with them until now, but I want my money, the one that corresponds to me. Thank you
Automatic translation:
Public
Public
1 year ago
Translation
Dear Mait,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
I checked the casino's terms and conditions and I found this: https://1xslot.com/es/information/rules/9
"5. For levels 1 to 7 (Copper - Diamond), the refund is calculated as follows:
(total of the bets made since the last cashback up to the present moment - total of the profits obtained from the last cashback up to the present moment) x % of cashback.
But the refund amount cannot be negative.
That is, the cashback is not available for users who win at the casino.
E.g. If your bets total €500 and your winnings total €600 for the entire calculation period, no refund will be credited. "
Please let me know if I overlooked information, but it seems the casino is following its rules about the VIP program.
Looking forward to hearing from you.
Best regards,
shots
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Translation
The rules are clear, and the way they calculate the return too, that's not the problem, the problem is that there's something that doesn't fit me, it's not the first time I've won money and I withdraw it and even so I've always had my vip return They are based on telling me that I am winning the casino and my winnings exceed my losses, ok, where can I see that that is true? There is no place on the entire page where I can see my balance, game history, my bet history or call it what you want, I have asked them through the chat several times to calculate my bets to see if what they say is true, in Finally, as I say, they tell me that I do not have a VIP return, because I am winning, but they do not show it to me and as I say, I do not believe it, I think that I am entitled to a lot of money, because the last time I withdraw money, I earned a lot of money , but then continue betting and I already tell you that I will have bet 5,000 without a doubt and I am not so sure that I would win please...
Automatic translation:
Public
Public
1 year ago
Translation
Hello, I wanted to add something else, today I have spoken again through the casino chat, I feel that they are kidding me regarding my VIP return, every time they tell me one thing, other times before that I have asked about the return, I They say that what counts for the VIP return are the bets made, not the deposits made, however the guy I'm talking to today in the chat tells me something totally different, he tells me that my deposits since the 15th from February until today, March 9 is less than the withdrawals I make, from the 15th until today, I will have withdrawn a total of 5,500 and my bets are much higher, I ask for a document or something where I can see that what they are telling me is true, where I can see my game/betting history, they ignore it, they play dumb, really, I think they are cheating me because from the 15th to today I have made bets that will make a total of thousands of euros, then the return vip, the money they have to pay me may be something for which they are used to paying in returns, to see if you can fix this for me, because I want my money.
Automatic translation:
Public
Public
1 year ago
Thanks for your explanation.
Is there anything displayed in this section of your account? Are you able to check how your withdrawals and deposits compare to each other? Please let me know if this helps. 
I'll await your reply.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Good afternoon, look in the transaction history, I only see the withdrawals and deposits made, I have spoken by email with them and they do not solve what I want to know, they do not even pay attention to me according to the formula of these people to calculate the VIP return The number of bets made is calculated along with the losses and so on. What I am asking you is to see the number of bets that I have made since the last time I had the VIP return, which they are not providing me and they are based on To say that they do not provide this type of information, then if I do not know the number of bets I have made to calculate the formula that they have, because I cannot see it anywhere on the page, how do I calculate it? This has never happened to me with them I have never had a problem with them but I am sure that the VIP return that would correspond to me this time is quite a bit of money and I think that in order not to pay me they are trying to deceive me I am seeing many contradictions in them the other day I was talking with a guy through the chat and he told me that my withdrawals that I have had exceed the deposits that I have made but other times they have told me that for the issue of VIP returns what counts are the number of bets made that the deposits do not They have nothing to do with the VIP return, therefore, as I say, I see many contradictions. In fact, I am going to attach two screenshots so that you can see that they are falling into many contradictions. They give me the formula to calculate how much VIP return would correspond to me, but as I say You have to know the number of bets made and they tell me that they don't provide this type of information, so how do I know the number of bets? What have I done if I don't see it anywhere? I don't know if you are going to be able to solve this for me, but I really think that these people are trying to deceive me, trying to scam me, whatever they want to call it, and I don't know what to do anymore, but I know for sure that I am entitled to a VIP return because I know It is true that the bets that I have made far exceed the withdrawals that I have made from February 15 to today, March 10, and I am talking about the fact that in the last month I have made bets of thousands and thousands of euros for that I think that they are trying to deceive me because I suppose that the VIP return that corresponds to me is quite a lot of money. Thank you for your time and I hope you can solve it for me.
Automatic translation:
Public
Public
1 year ago
Dear Maiit,
If I understand correctly the situation,
if you withdrew more during the time period in question than you deposited, it also means that you bet in total less than you won. The casino's formula in t&c and how they explained their reasoning are about the same principle.
Could you please explain in more detail how much you withdrew and how much you deposited in the specific time period? I'll await your reply.
Public
Public
1 year ago
Translation
Withdraw over €5,000 and I would have deposited I think over €3,000, the problem is that they keep telling me that the refund does not belong to me because I am beating the casino, I can understand that, what I do not understand, as I already told you, is that if to calculate the formula I need to know the number of bets I have placed I don't know the bets I have placed I cannot calculate the formula, that is the information I asked for and they did not give it to me, anyway, I also tell them that On other occasions, to see how much return belonged to me, I told them that I had made many deposits, they told me that it does not count the deposits made, but the bets, so that is what I was referring to, that I made many bets, so much so that the level increased vip, as I say, every time they tell me something, time passes and they are not solving anything for me.
Automatic translation:
Public
Public
1 year ago
Thanks for the reply.
I believe the system that awards the cashback bonuses is automatic, while the total amount of deposits, the total amount of withdrawals for the time period, and the current balance are all the information necessary for determining whether you are eligible for the cashback bonus and how much should be awarded.
From the example of withdrawals and deposits for the time period:
Assuming the current balance was 0, you won 2 000 more than you bet (5000 - 3000) and therefore weren't eligible for a cashback bonus according to the casino terms and conditions.
I hope that clarifies my point better.
