BetFlag Casino - Player requests assistance with cashback calculation.

Good afternoon, in early July the casino sent me an email telling me that for the whole of July I would be able to benefit from a Cashback of up to 50% calculated with promotional GGR.

I was informed that the payout was only €348 because the calculation was: €19,768.61 (amount played) + €15,420.94 (amount won), therefore 8% because the total was €4,347.60. But in reality, I replayed the €15,420.94 win without winning, so it would go into the amount played, RADICALLY changing the calculation since it would be €2,965.29.

can you give me a hand?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFlag Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share evidence contradicting the casino's assertion, including screenshots of deposits, payouts, and bonuses from the affected period?
• Was the cashback in lower amount already credited to your player's account? Did you play with the amount?
• Send the information to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I played, however there were 342, now however with all the screenshots via email you can view

Yes I played, however there were 342, now however with all the screens via email you can view: deposits, withdrawals and bonuses

Can you give me a hint? The screenshots show everything clearly.

Thanks for your reply.

I went over the screenshots you provided. I can observe that you made deposits but also withdrawals during the affected period. Could you please specify what you believe the casino should award you on top of the amount you already received in cashback?

Please provide a detailed explanation and justification.

The amount missing from the credit is €2617.44 because only €347.85 was credited to me.

Thanks for your reply.

Based on the description of the event, we can't conclude that you are eligible for more than what you already received. According to the email you received, no mention of a 50% award is specified; only 8%. Since you already played with the bonus after you received it, there is nothing we can ask the casino for.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.