The player from Brazil had deposited 60 but did not receive the promised 50% bonus, and their cashback of 34.13 had disappeared. Despite sending emails for a week, the issue remained unresolved. The Complaints Team concluded that the casino had not penalized the player for not receiving a bonus they were ineligible for, as the bonus conditions had not been met. Additionally, it was noted that the player had access to a cashback amount of 18.28 BRL. The complaint was closed as the player didn't need further assistance.
1xSlots Casino - Player hasn't received a bonus.
Amount: 34 R$
1xSlots Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Good evening. Last Monday, I made a deposit of 60 and didn't receive the 50% bonus. My cashback of 34.13 couldn't be claimed and then it disappeared. I've been sending emails for a week and nothing has been resolved.
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4 months ago
Dear Deivili1109,
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.
- Did you receive this type of bonus in the past?
- Do I understand correctly that the notion of activating it disappeared completely?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
Monday there is a promotion of 50% of the deposit, depositing 60 I did this I did not receive, I played in the Casino only lost my cashback appeared but it is with error according to print now they are saying that I have no right Casino thief I want my money back.yes the previous weeks I won bonuses
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4 months ago
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Good morning!
We'd like to clarify the situation regarding Monday's bonus and cashback. Let's deal with each issue in order.
According to the terms and conditions of the "Lucky Monday" promotion, the bonus is only credited if the user has placed bets of at least 10 euros in the previous week, on at least two days. Unfortunately, this condition was not met at the time of the deposit in question. In the previous week, the total amount of bets was only 1.38 EUR, with activity only recorded on 18.07.2024. We recommend that next time you carefully read the bonus conditions in the "Promotions" section of our website to ensure that you receive the bonus you want.
Regarding the cashback, when the user tried to withdraw it (23.07.2024), our website was undergoing technical maintenance, which caused an error. In addition, the cashback was recalculated taking into account subsequent bets, and according to the results, the user was not at a disadvantage from the beginning of the calculation period. Therefore, there was no cashback available for withdrawal.
We appreciate our users very much and are always ready to present them with pleasant surprises! That's why, as an exception, we've credited 50 free spins to the game Book of Conquistador from the provider Endorphina.
We hope our reply was clear and informative.
Sincerely,
1xSlots Team.
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4 months ago
Hello everyone,
Thank you both for your replies.
Deivili1109, I am afraid that we cannot penalize the casino for not giving you a bonus you weren't eligible for. Please, let me know if there is anything else I can help you with, or if I have overlooked something. otherwise, I will be forced to close this complaint. Thank you for your understanding.
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3 months ago
Dear Deivili1109,
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.
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3 months ago
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I've been depositing for two weeks and I've had no earnings and Cashback is zero.
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3 months ago
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Good afternoon!
We'd like to go into the matter in a little more detail. As we can see, you currently have access to cashback for withdrawals of 18.28 BRL. You can get it in the appropriate section of our website. About earnings: a casino is entertainment which, in the event of a fortunate coincidence of circumstances, can prove to be a source of income, but it cannot be considered a service that necessarily brings in a profit.
If you have any questions, please contact our support team. There, the experts will be happy to help you at any time.
Sincerely,
1xSlots Team
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3 months ago
Deivili1109, please let me know if there is anything else we can assist you with.
