Eurogold Game Casino - Player feels misled about cashback promotion.

Dear Sir/Madam,

I would like to share my unpleasant experience with your advertising communication. In the past, I spent €1500 on your platform, expecting to at least take advantage of the 22% cashback promotion that you advertised in your email.

However, when I reached out to your customer service to inquire about how to apply the cashback, I was told it only applies to slot games. This was not mentioned anywhere in the email advertisement. As a customer, I felt misled because the terms of the promotion were not transparently stated.

Furthermore, I noticed an error in the terms section, where the word "záporná BIANCIA" is used, which is not a Slovak word. This mistake undermines the credibility of your communication and creates an impression of an unprofessional approach.

Important note:

I contacted you regarding this complaint on July 17th, yet I have not received any response to date. I consider this an unprofessional approach to customer service and further evidence of a lack of client care.

Why is this situation problematic?

Unclear cashback terms – The promotion's terms were not clearly and understandably stated in the email advertisement or on the website. Upon reviewing the email, I found no link to the rules or any notice that cashback applies only to slot games.

Misleading communication – As a customer, I had reason to believe that cashback applied to all types of games, as you did not specify otherwise.

Unprofessional language – Grammatical errors in your terms (e.g., "BIANCIA") appear unprofessional and reduce the trust in your brand.

Ignoring the customer – Ignoring my complaint since July 17th is unacceptable.

I request that you:

Acknowledge and resolve this situation, specifically by paying out the promised cashback.

Improve the transparency of terms in future advertising campaigns so that customers have clear information about the promo rules.

Correct grammatical errors in your texts, which lower the professional standard of your services.

Respond to my complaint, which I submitted several months ago.

As a customer, I am disappointed with the approach I have experienced from you and believe that you can resolve the situation appropriately.

Dear maxsvk,

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

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

• Could you please forward the email with the promotional offer you received from the casino to my email at tomas@casino.guru?
• Could you please share with me the communication between you and the casino on the topic of which games are eligible for the promotion?
• When was the last time you contacted the casino, and when was the last time the casino replied to you?

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,

Tomas

Hi Tomáš, I forwarded all the materials to my email , the only answer from them is that it is about cylinder machines, I don't have it in my email because I think this was solved through their live chat then and I don't have it forwarded to my email.

Dear maxsvk,

Thanks for your emails.

Could you please specify which casino rules you were told were applicable for the promotion by casino support? If you have the full conversation saved, please provide it either as a screenshot here or to my email at tomas@casino.guru

I have no communication, it was solved via live chat and it is not saved - that was the only communication where someone wrote back, all they told me there is that the offer applies to roller machines and that was not mentioned anywhere in the offer I sent you by email, to none I did not receive a reply from them to the advertisement or complaint that I sent.

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

Hello maxsvk,

I'm Michal, and I have taken over your complaint. I have reviewed your case including the 2 emails you have provided us, and I'm sorry to say I don't fully understand your complaint. Although I do acknowledge no particular games were mentioned in the "Mega Cashback" bonus offer email, it was mentioned "vážený počet zatočení". The vast majority of games in the casino are slot games, thus one can quite easily deduct the "vážený počet zatočení" are meant for slot games. Additionally, I have not noticed the word "záporná BIANCIA" in that email either.

If you have any additional correspondence with the casino team, please send it to me at michal.k@casino.guru, as it appears that I do not yet have all the necessary information.

I don't understand what you don't understand. I played slots - blackjack - you don't have anything other than slots there. You had that "blank" written on the page after clicking, but I don't have a screenshot because you fixed it when I wrote it to you in live chat and I don't even know why we're dealing with such nonsense here.

And besides, what does "weighted number of turns" mean? In Slovak, it makes no sense at all, neither grammatically nor logically, what anyone means by that.

Dear maxsvk,

First of all, I want to clarify that we (Casino Guru) are not a casino and I am not a representative of Eurogold Casino, so I cannot comment or provide an explanation for all the information that was previously on the Eurogold Casino website. I have not found the bonus on their website, and the link to this bonus probably no longer works. I was only able to check the information from the email you provided.

While I will try my best to help, the reason that you did not fully understand the meaning of some words will most likely not be sufficient for any potential compensation. This is because you have already agreed to the bonus terms (as they were written) when claiming or signing up for the bonus. Any discrepancies or ambiguities regarding the bonus rules should be discussed with the casino team before claiming the bonus. In any case, I will reach out to the casino team to explore potential courses of action that can be taken to resolve the situation.

We would like to invite Eurogold Game Casino to join the conversation.

Dear Eurogold Game Casino,

Could you please clarify the reason for the player's ineligibility to receive the cashback bonus for their losses?

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.

Dear maxsvk,  

I have successfully contacted a representative from Eurogold Game Casino, and we have revisited the matter at hand, even though the casino team has previously clarified the reasons for the non-issuance of the cashback bonus. I have obtained the complete Megacashback rules and would like to share this information with you.

As you confirmed, you have played blackjack as well; unfortunately, you did not meet the criteria for receiving the cashback. Given these circumstances, I must proceed to close your complaint as rejected because there was no wrongdoing detected on the casino side.

I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru