CosmicSlot Casino - Player disputing bonus withdrawal limit.

Hi,

I played with a cashbackbonus of 10% and got 190€, I win back something about 1720€, the casino says it will pay only 5x of the cashback what I got and that it says like that in their AGB which is not true. On the AGB of the Casino says nothing of the 5x withdraw limit on bonuses. Then there is every AGB of the bonuses , on most of them it says the 5x limit but on the cashback bonus it does NOT. So I dont know who has right here if it doesnt say anything about 5x in the AGB

Dear Cisko,

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 post a link to the bonus you activated here in this thread? I would like to check the bonus T&Cs.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi, thank you for your answer.

here is the link: https://cosmicslot3.co/de/promotions/cashback

The conversation was through Live Chat so I unfortunently do not have it.

thanks

I got this email.

which makes no sense. Doesnt sad that in both of the AGBs

Thank you for your reply, Cisko. I checked the general Bonus T&Cs and unfortunately, the casino is right. Please, see here:

"11. The maximum withdrawal amount of bonus funds is x5 of the bonus balance received."

General Bonus T&Cs are applied to all bonuses, which means that you also played with a bonus that had a maximum cashout limit even though it is not specified directly in the cashback bonus terms. If the cashback bonus terms do not specifically state that the cashout is unlimited, there is not much we can do.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Cisko,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.