CasinoMega - Player is questioning cashback bonus rules.

the casino has a promotion called: "Every Monday

50% Instant Cashback Up to €2000", reading the terms of use, IN ENGLISH, it says: "Cashback bonus can be claimed once a day on any net losses that day (00:01 GMT to 23:59 GMT). ", I had 87 euros in the account, I didn't want to withdraw, I just played on Monday, I lost all the balance in the account, and when I got in touch via chat, I was told that the losses were based on the deposit!, I read all the terms and it didn't say anything about it! this seems very serious to me. it is evident that there is a violation. I don't want my money, just clarify what happened.

Dear Tulio,

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 advise how much was your last deposit prior to requesting the cashback bonus? Ideally, please forward a screenshot of your cashier history to petronela.k@casino.guru.

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

Every Monday

50% Instant Cashback Up to €2000

This promotion is valid every Monday (00:01GMT - 23:59 GMT) until otherwise specified.

This Promotion is valid for any casino or live casino games and any sports bets.

To receive your 50% cashback, customers must contact Customer Support through any of the available channels.

"The Cashback bonus may be claimed once per day on any net losses within that day (00:01 GMT to 23:59 GMT)."

It's important to note that cashback is typically calculated based on lost deposits, which can also be referred to as "net losses." This means that the cashback bonus is not based on accumulated winnings or funds from other promotional offers.

I hope this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Dear Tulio,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.