Hello tom27,
I'm Michal, and I have taken over your complaint. I have reviewed this case including your screenshots and the livechat conversations and there are a few things I have to mention.
I can agree with you that ideally there should not be another bonus activated on top of a current active bonus and I can agree with you that you correctly contacted the livechat support on the 8th of August that you do not want a cashback because of the concern that this might affect the maximum win limit, however, although the cashback amount was showing in your account, it's in fact credited only on Monday once a week, the actual "restrictions" which are linked to the cashback bonus have been put in place only on the 12th of August.
The operator could not cancel the cashback bonus as it was not "active" yet on the 8th of August. Furthermore, the operator Audrey has not provided any assurance that if the cashback is credited to you this will not cause a problem with your current deposit bonus as you mentioned previously.
Although I understand that you didn't want the cashback and the livechat operator could have handled the situation better by providing you with more details on how and when the cashback could be cancelled, as it's stated in the casino's bonus terms and conditions
The casino subsequently offered you what appears to be a satisfactory clarification of the circumstances, and based on your reply, you seemed to acknowledge your understanding of it.
Therefore, I find it somewhat unexpected that you still chose to file a complaint with us. Yes, I understand that from a user experience point of view, the whole situation is far from ideal; however, I am uncertain about our ability to assist you in this instance. Please let me know If I overlooked something or how do you expect me to help you with this case.
Hello tom27,
I'm Michal, and I have taken over your complaint. I have reviewed this case including your screenshots and the livechat conversations and there are a few things I have to mention.
I can agree with you that ideally there should not be another bonus activated on top of a current active bonus and I can agree with you that you correctly contacted the livechat support on the 8th of August that you do not want a cashback because of the concern that this might affect the maximum win limit, however, although the cashback amount was showing in your account, it's in fact credited only on Monday once a week, the actual "restrictions" which are linked to the cashback bonus have been put in place only on the 12th of August.
The operator could not cancel the cashback bonus as it was not "active" yet on the 8th of August. Furthermore, the operator Audrey has not provided any assurance that if the cashback is credited to you this will not cause a problem with your current deposit bonus as you mentioned previously.
Although I understand that you didn't want the cashback and the livechat operator could have handled the situation better by providing you with more details on how and when the cashback could be cancelled, as it's stated in the casino's bonus terms and conditions
The casino subsequently offered you what appears to be a satisfactory clarification of the circumstances, and based on your reply, you seemed to acknowledge your understanding of it.
Therefore, I find it somewhat unexpected that you still chose to file a complaint with us. Yes, I understand that from a user experience point of view, the whole situation is far from ideal; however, I am uncertain about our ability to assist you in this instance. Please let me know If I overlooked something or how do you expect me to help you with this case.