Casino Extreme - Player's cashback request is being denied.

EDIT*** This casino is Casinoextreme.eu Which you guys have rated but now I cannot find it in your database. This is a casino similar to Brango casino, why is it not in your drop-bar menu when I search it?

Hello. I received a promotion from this site for 100% cashback, and as it states, eligible on two deposits.

So I make my first deposit of $2500, lose that, and get the 100% cashback from chat. I lose that, fine.

I then deposit another $2500, within the allotted time frame of may 10. (I confirmed this as well with chat) And I realize its getting close to the end of may 10, so I procced to open chat to confirm, that if in fact I lose this second deposit of $2500, I can and will receive the cashback at a later date. I specifically asked this because I was concerned that I may not be eligible for the cashback, if request it after may 10th. So I had it 100% confirmed, and so I proceeded to play. And now that ive lost my second $2500 deposit, they are saying the promotion is over and not honoring what was confirmed with me, which is I will receive the 100% cashback at a later date. Here is the offer and here is the screenshot of the chat agent saying Yes this is correct. I took this screenshot in case they tried to pull some shady stuff, and sure enough they are! They should have the whole conversation saved as well.

They are not offering me any compensation.

JFYI the 100% cashback has 15x wagering attatched with a 5x max cashout.

Please tell me if you need anything else .

Thankyou very much.

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Hello,

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

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

• Could you please share with me your communication with the casino regarding why the cashback bonus wasn't provided to you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas.

Thank you for the reply. I have sent all the emails I had with support to you. Please let me know if there is anything else I need to do.

Thank you.

Thank you very much for your reply and the information provided.

We'll discuss the situation internally and will let you know how we'll proceed.

Thanks in advance for your patience.

Dear BennyBlanco604,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casino Extreme representative to join this conversation.

Dear Casino Extreme,

Could you please provide clarification regarding this case?

Please also include supporting evidence to your claims, and include:

• full game log since the first deposit, that was used for cashback until now, showing all transactions, bonus usage and timestamps,
• full live chat conversation with the player from the date of first deposit for the purpose of cashback

Thank you in advance.

Hello BennyBlanco604,

Thank you for bringing this matter to our attention.

First and foremost, we would like to sincerely apologize for the confusion and inconvenience caused. After reviewing your case, we found that there was a miscommunication between our support agents regarding the promotion terms and your cashback eligibility.

As a result, and in recognition of the information that was provided to you, your account has now been credited with the 100% Cashback bonus.

Once again, please accept our sincere apologies, and thank you for your patience and understanding.

Kind regards,

Diego Evans

Casino Extreme

Thank you for your reply, Casino Extreme.

Dear BennyBlanco604,

Can you please confirm, if you have been awarded with the mentioned 100% cashback?

Yes I have! Thankyou very much Tomas and Mirka and Casinoguru.com as a whole. Also thankyou to casino extreme for honoring what was said.

Dear BennyBlanco604,

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,

Mirka Dubasova

Casino.Guru