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Good evening. Last Monday, I made a deposit of 60 and didn't receive the 50% bonus. My cashback of 34.13 couldn't be claimed and then it disappeared. I've been sending emails for a week and nothing has been resolved.

Boa noite.segunda passada fiz depósito de 60 e não ganhei pr bônus de 50% meu cashback 34,13 não consegui revindicar e depois sumiu ,estou uma semana mandando email e não resolve

Dear Deivili1109,

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. 

• Did you receive this type of bonus in the past?
• Do I understand correctly that the notion of activating it disappeared completely?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Monday there is a promotion of 50% of the deposit, depositing 60 I did this I did not receive, I played in the Casino only lost my cashback appeared but it is with error according to print now they are saying that I have no right Casino thief I want my money back.yes the previous weeks I won bonuses

Segunda tem promoção de 50% do deposito,depositando 60 fiz isso não recebi, joguei no Casino só perdi apareceu meu cashback porém está com erro conforme print agora estão dizendo que não tenho direito Casino ladrao quero meu dinheiro de volta.sim as semanas anteriores ganhei bônus

Good morning!

We'd like to clarify the situation regarding Monday's bonus and cashback. Let's deal with each issue in order.

According to the terms and conditions of the "Lucky Monday" promotion, the bonus is only credited if the user has placed bets of at least 10 euros in the previous week, on at least two days. Unfortunately, this condition was not met at the time of the deposit in question. In the previous week, the total amount of bets was only 1.38 EUR, with activity only recorded on 18.07.2024. We recommend that next time you carefully read the bonus conditions in the "Promotions" section of our website to ensure that you receive the bonus you want.

Regarding the cashback, when the user tried to withdraw it (23.07.2024), our website was undergoing technical maintenance, which caused an error. In addition, the cashback was recalculated taking into account subsequent bets, and according to the results, the user was not at a disadvantage from the beginning of the calculation period. Therefore, there was no cashback available for withdrawal.

We appreciate our users very much and are always ready to present them with pleasant surprises! That's why, as an exception, we've credited 50 free spins to the game Book of Conquistador from the provider Endorphina.

We hope our reply was clear and informative.

Sincerely,

1xSlots Team.

Bom dia!

Gostaríamos de esclarecer a situação referente ao bônus de segunda-feira e ao cashback. Vamos tratar de cada questão em ordem.

De acordo com os termos e condições da promoção "Segunda-feira Afortunada", o bônus é creditado somente se o usuário tiver feito apostas de pelo menos 10 euros na semana anterior, em dois dias, no mínimo. Infelizmente, essa condição não foi cumprida no momento do depósito em questão. Na semana anterior, o valor total das apostas foi de apenas 1,38 EUR, com atividade registrada somente em 18.07.2024. Recomendamos que, da próxima vez, leia atentamente as condições do bônus na seção "Promoções" do nosso site para garantir que receba o bônus desejado.

Em relação ao cashback, quando o usuário tentou retirá-lo (23.07.2024), nosso site estava passando por manutenção técnica, o que ocasionou um erro. Além disso, o cashback foi recalculado levando em conta as apostas subsequentes, e, conforme os resultados, o usuário não estava em desvantagem desde o início do período de cálculo. Portanto, não havia cashback disponível para saque.

Apreciamos muito nossos usuários e estamos sempre prontos para presenteá-los com surpresas agradáveis! Por isso, como exceção, creditamos 50 giros grátis no jogo Book of Conquistador do provedor Endorphina.

Esperamos que nossa resposta tenha sido clara e informativa.

Atenciosamente,

Equipe 1xSlots.

Hello everyone,

Thank you both for your replies.

Deivili1109, I am afraid that we cannot penalize the casino for not giving you a bonus you weren't eligible for. Please, let me know if there is anything else I can help you with, or if I have overlooked something. otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Deivili1109,

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.

I've been depositing for two weeks and I've had no earnings and Cashback is zero.

Estou depositando já duas semanas e não tive ganhos e Cashback está zerado palhaçada

Good afternoon!

We'd like to go into the matter in a little more detail. As we can see, you currently have access to cashback for withdrawals of 18.28 BRL. You can get it in the appropriate section of our website. About earnings: a casino is entertainment which, in the event of a fortunate coincidence of circumstances, can prove to be a source of income, but it cannot be considered a service that necessarily brings in a profit.

If you have any questions, please contact our support team. There, the experts will be happy to help you at any time.

Sincerely,

1xSlots Team

Boa tarde!

Gostaríamos de abordar o assunto com um pouco mais de detalhes. Como vemos, neste momento tem acesso ao cashback para levantamento no valor de 18,28 BRL. Pode saca-lo na secção apropriada do nosso site. Sobre os ganhos: um casino é um entretenimento que, no caso de uma feliz coincidência de circunstâncias, pode revelar-se uma fonte de rendimento, mas não pode ser considerado como um serviço que necessariamente traz lucro.

Se tiver alguma dúvida, entre em contacto com a nossa equipa de suporte. Lá, os especialistas terão todo o prazer em ajudá-lo a qualquer momento.

Atenciosamente,

Equipe 1xSlots

Deivili1109, please let me know if there is anything else we can assist you with.

I'd like an extra bonus without rollover

Gostaria de um bônus extra sem rollover

Unfortunately, we are not in a position to force casinos to give you bonuses. Since there is nothing else we can help with, I will now close this complaint. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.