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My cashback has not been credited for over a week despite continuous deposits and significant losses.

My Account ID is 1309412479.

For more than a week, my cashback has not been credited despite making multiple deposits and suffering significant qualifying losses. Based on the cashback program and my previous experience, I should have received cashback, but nothing has been credited.

I have contacted customer support several times, but they only keep sending generic replies stating that there is no cashback available. They have not properly investigated my account or explained why my cashback has stopped.

This issue started suddenly. Before that, the cashback system worked normally for my account. I believe this is either a technical issue or an error in my account’s cashback calculation.

I kindly request a full investigation of my account, a review of all deposits and losses from the past week, a recalculation of my cashback entitlement, and the crediting of any cashback that should have been awarded according to the casino’s terms and conditions.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the cashback bonus that you wanted to receive, along with its Terms and Conditions?
• Have you received any emails or notifications from the casino informing you that you are no longer eligible for this cashback bonus?
• When was the last time you received a cashback bonus from this casino?

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

Best regards

Veronika

Yes, I'm a long-time member of the site and I know I'm supposed to get cashback on my deposits and casino play, even though I've had a significant loss. The cashback hasn't been calculated yet; it needs to be calculated manually.

Have you contacted customer support to ask about the reason why the cashback bonus has not been credited to you? If so, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation.

Dear Medjedne,

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.