The player from Italy lost €1,000.02 on September 7, 2026, and expected a cashback, but the casino's support team claimed there were no losses recorded that day. Despite providing screenshots of her losses, they insisted she had to wager at least €100 to qualify for the promotion and stopped responding to her inquiries. We reviewed the cashback terms and found that the promotion applied only to casino slots, while the losses came from Aviator, which was a Crash game and excluded from the offer. For this reason, the casino was considered to have applied the promotional conditions correctly, and the complaint was closed.
CASINO VINCITU - Player is struggling to receive cashback for losses.
Closed
Our verdict
Unjustified complaint
Amount: €1,000
CASINO VINCITU
Safety Index 9.3 Very highCase summary
Discussion
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1 week ago
Translation
I gambled and lost €1,000.02 on Monday, September 7, 2026. I was expecting a cashback on the lost amounts that day. I contacted support and they repeatedly told me there were no plays or losses that day. However, I provided screenshots of my losses on the casino slots, and they still told me they weren't expecting me, claiming that I would have to wager at least €100 to get it. I gambled and LOST €1,000.02, and they were expecting me for the €75 promo.
I'm attaching a screenshot. Can you help me?
I have asked several times without receiving a clear answer, in fact, they no longer answer me.
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1 week ago
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1 week ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link to or a screenshot of the cashback bonus that is active in your account and that you expected to receive?
- Could you also provide more details about the cashback bonus you did not receive? Was it a daily or weekly cashback?
- What types of games did you play on September 7, when you experienced the significant losses?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 week ago
TranslationHere's the promo, the screenshot of my plays:
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yesterday
Dear Agrc00,
Thank you for providing the additional information.
I have reviewed the terms of the cashback promotion, which state that the bonus applies only to casino slots and specifically excludes Live, Crash, Table, Cards, and Progressive games.
According to the information and screenshots you provided, the losses in question resulted from playing Aviator, which belongs to the Crash games category. Therefore, this gameplay was not eligible for the cashback promotion.
For this reason, I am unable to proceed further with your complaint, as the casino appears to have applied the promotional conditions correctly.
Thank you for your understanding.
Best regards
Veronika
