The player from Belgium had deposited €500 and subsequently closed his account. After reopening it, he had expected to receive his weekly cashback but was informed that he was not eligible for it. The Complaints Team had explained that casinos had the discretion to determine eligibility for bonuses and were not obligated to offer them. The issue was resolved after the player confirmed that he no longer required assistance.
Betsomnia Casino - Player demands missed cashback from casino.
Amount: €500
Betsomnia Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
I deposit around 500 euro on 29 August and I lost my money after that I asked for closing my account and they closed my account today 5 September which Thursday I have asked to reopen my account back and they reopened my account back I was waiting that weekly cashback which is on Thursday wil be in my account but unfortunately there was no cashback I have asked them where is my weekly cashback and they told me unfortunately you don't have any cashback today. They don't accept there ouwen rules of cashback this some kind of scam I want my cashback according the terms and conditions
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1 month ago
Dear Wali19,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to give you any bonuses. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from specific bonuses or bonus programs without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives bonuses and who does not. I apologize for not being able to provide more assistance in resolving this case.
Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Best regards,
Kristina
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1 month ago
Dear Wali19,
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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1 month ago
Dear Wali19,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
