CresusPlay Casino - Player did not receive promised cashback.

Hello Casino Guru,

I'm submitting this complaint as per Cresusplay.com terms and conditions and after receiving an email to state I would receive cashback within the allotted time frame I have not done.

I have only just now noticed that I have not received cashback since the very beginning of opening my account with Cresusplay.com

I have emailed them both on their site and through email looking for a response with no reply.

Can you help with this matter?

Kind regards,

Shandy37

Dear Shandy37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

Every day Cashback Bonus

Cresus Play Offers you incredible bonuses.

Enjoy a 40% refund on your deposit every day.

The refund is made directly in your player

account, in the event that your balance drops to zero,

following your deposits.

* Refunds will be credited 24 hours after your

deposits.

No bonus code needed!

Did you fulfill all the conditions? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hello Petronela,

I have sent you an email as requested.

Kind regards,

Shandy37

Could you please advise when was your account created? Have you had any successful withdrawals?

Hello Petronela,

My account was created on 09/07/2023, deposits were made into the account.

They then froze my account until KYC was confirmed which I provided all relevant documents for it.

I received €100 only for the KYC account verification. I have not received anything else from the site or had any withdrawals from the site.

In total deposited into the site so far has been: €2,100. I should have by right as per their bonus terms received €840 as per the 40% cashback bonus promotional offer. I have received nothing from the site so far.

I have emailed looking for a response and received nothing. I have sent multiple emails through both their site and the email address they responded to once which stated their % and time frame for cashback and still have not received anything. My account has been at 0.00 which it states it must be in order to receive cashback.

If you require any further information please let me know.

Kind regards,

Shandy37

Thank you very much, Shandy37, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Shandy37,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite CresusPlay Casino to join the conversation.

Dear CresusPlay Casino,

Can you please provide some information regarding the not credited cashback the player should have received?

Hello Michal,

Thank you for the help in this matter.

I can confirm the casino has been in contact with me since and has delivered on it's cashback bonus.

I can confirm that this case can now be marked as resolved. Thank you for your help.

Kind regards,

Shandy37

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.