The player from Mexico reported that the casino had stopped paying daily cashback since October 30, 2024, despite numerous contacts with support that provided repetitive responses. The player expressed frustration over receiving only 417 pesos for cashback, which was significantly less than expected. The Complaints Team acknowledged the player's concerns but explained that they could not compel the casino to change how much cashback was awarded to the player, leading to the closure of the complaint.
Bet7k Casino - Player’s cashback payments have been delayed.
Amount: Mex$3,000
Bet7k Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
The casino has stopped paying my daily cashback since October 30, 2024. I sent a report to support, but it doesn’t seem like they are working or planning to resolve the issue. I've been contacting them every day since November 4, and their response is always the same—that they are resolving it and that the balance should be credited within the next 24 hours. Of course, when I contact them the next day, they tell me the same thing all over again. On November 4, I bet more than $500, with significant losses, so I’m entitled to at least a 20% cashback. I hope you can help me. In the images I sent, I had to edit and merge them because the information is not shown completely on a single page. You can see the last day I received the cashback, and the others show the number of bets I made. There are more than 900 pages of bets ranging from 5 to 50 Mexican pesos per spin, to give you an idea of the amount of money I wagered. Unfortunately, the casino does not provide the exact amount per day, so it’s impossible for me to reach an exact figure, but surely they know it.
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1 month ago
Dear geovasm420,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet7k
Please understand that we cannot penalize the casino if they fail to provide you with bonuses. It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. If the casino already informed you of the resolution of the technical problem related to the issue we might not compel the casino to do anything more than they are already doing.
Feel free to provide any additional information I may not have considered here or to my email at tomas@casino.guru. If there is no other relevant information, we might not be able to assist and will close the complaint.
I appreciate your understanding and look forward to your reply.
Best regards,
Tomas
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1 month ago
Translation
It is not a bonus, it is cash, which the casino gives daily for the amount of losses, I was always receiving them but I stopped receiving them since October 30, the cashback money does not require rollover, I can withdraw that money if I wish.
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3 weeks ago
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Hello, I need your help. They credited a total of 417 pesos to my account, supposedly for the cashback that was due to me from November 1st until yesterday, November 25th. That is not even a quarter of what was due to me. They refuse to give me the information about my betting history for all those days, because I cannot obtain that data from my account. They act very suspiciously and change the subject or ask me if I have another question so that I do not continue to insist. Please, if you can help me resolve this, I would appreciate it.
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3 weeks ago
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I'll update you with the information, this is how the cashback is supposed to be calculated:
Cashback is calculated based on actual balance losses. GGR (Gross Gaming Revenue) is obtained by subtracting the amount won from the amount wagered. If the result is negative, cashback will be calculated based on that amount. Important: Cashback does not eliminate the risks associated with gambling. Bet responsibly and remember that gambling should be a form of entertainment. Calculating GGR (Gross Gaming Revenue) Formula: GGR = Wagered Amount – Winning Amount This calculation shows whether you made a profit or a loss during the specified period. Calculation examples: Profit: If you bet R$ 1500 and win R$ 2000, the calculation would be: 1500 – 2000 = -500. In this case, you made a profit and therefore are not entitled to a cashback. Loss: If you bet R$ 1000 and won R$ 900, the calculation would be: 1000 – 900 = 100. In this case, you had a loss of R$ 100 and the cashback will be calculated based on this negative value. Cashback calculation example: If you had a loss of R$ 100 and the cashback percentage is 5% (according to the Slots and Betting Games table), the calculation would be: 5% of R$100 = 0.05 * R$100 = R$5 Therefore, the Cashback value would be R$ 5
On November 3rd
Deposit: $2,999
I earned in tournament prizes: $6,816
I withdrew: $8,500
They refused to share the betting history of the day with me, so I had to add up every bet and win, over 5 thousand bets, using the calculator (I may have made minor errors)
These were my results:
Bet: $85,808
Earnings: $84,169
It seems illogical to me that withdrawals are also calculated, if it doesn't matter if I withdraw it or not, that money shouldn't influence that, I think.
And what they credited me was only 44 pesos, I don't know how they calculate it but it doesn't give me that result.
Edited
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3 weeks ago
Dear geovasm420,
Hasn't an active tournament promotion interfered with the cashback that was awarded to you?
Could you please share your communication with the casino where you discuss the issue, especially regarding providing you with gaming history and regarding the cashback calculation?
My email is tomas@casino.guru
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3 weeks ago
Translation
These are the only screenshots of the conversation since it didn't give me the option to send the transcript,
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2 weeks ago
Thanks for the detailed explanation of the situation.
I understand your frustration, but unfortunately, we are not in a position to ask casinos to change how much cashback they determined to award you. We would like to help, but it is impossible for us this time. I would like to emphasize, that each casino has a different bonus policy and system for how the bonuses are calculated. Unfortunately, we cannot penalize the casino for not giving you a prize higher than what you already received.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
