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