The player from Germany reported missing cashback payments, having faced this issue multiple times in recent weeks. Despite maintaining a loyal status and making regular deposits, he had not received cashback following losses, including a recent loss of €1,049. He requested an urgent review and proper credit of all outstanding cashback amounts. The issue was resolved as the player eventually received his cashback and was informed that his account had a special GURU cashback credited correctly. However, complications arose with withdrawal methods, leading to the complaint being rejected due to the player's lack of response.
Gama Casino - Player is missing cashback payments.
Amount: €1,149
Gama Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Subject: Missing Cashback – Request for Review
Dear Sir or Madam,
Once again, I have not received Cashback. I encountered this problem three weeks ago, which was resolved after I inquired and it was reviewed.
Over the past two weeks, I noticed that no Cashback was credited. Since I did not request another review, I left it unaddressed at first.
However, last week, I suffered a loss of €1,049 and again received no Cashback. Upon thorough examination, I discovered that Cashback was also due to me in the previous two weeks, but it was not paid out.
I am therefore requesting an urgent clarification of this matter. How is it possible that Cashback payments repeatedly fail to be processed correctly?
As a long-standing and loyal customer who makes regular deposits and has maintained Level-5 status for an extended period, I find these repeated incidents extremely disappointing. It shouldn't be necessary to repeatedly insist on something that should occur automatically.
I therefore ask you to conduct an immediate review and also a retrospective check of the past weeks to ensure that all outstanding Cashback amounts are credited properly.
Automatic translation:
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2 months ago
Dear trendmensch,
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 to the cashback bonus you wish to receive?
Have you contacted customer support to inquire about the status of your cashback? Please forward me all the communication between you and the casino customer support regarding the uncredited cashback bonuses at veronika.f@casino.guru. Alternatively, you may post screenshots here.
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
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2 months ago
Hello!
We apologize for the delay with the cashback. As we can see you addressed this issue in the support chat and at the moment the cashback has already been credited and wagered by you.
Best Regards, team Gama Casino.
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2 months ago
Dear Gama Casino representative,
Thank you for getting in touch with us and providing us with more details regarding the player's case.
Dear trendmensch,
Could you please confirm that you received your cashback and that your issue has been resolved?
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2 months ago
Translation
That's not entirely true... these delays have been going on for 4 weeks. I asked them to check my last 2 weeks because I didn't receive any cashback there either, but unfortunately this request was simply ignored.
Furthermore, I received a cashback of €96 retroactively, even though I deposited €1049?!
I have the feeling that this provider is deliberately deceiving you, for whatever reason?!
After I received my cashback on Monday, I also pointed out again that last week I received an additional bonus of €20 for my deposits of over €1000 with a turnover requirement of €45, which I absolutely don't see as proportionate, because I have been making multiple deposits every day for months...
I ask myself: Can you deal with customers like me?
Of course, I am still waiting for an answer to this email.....
I'm level 5, the maximum, and for that you get VIP support and a personal account manager, which I don't notice at all.
The customer support was even better at the very beginning when I was new than it is now!!
I would like to request that you credit me with a generous bonus, as otherwise I would not be noticed, hence why I am making this request here.
Many thanks to the CasinoGuru team
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2 months ago
Dear Customer,
We are conducting a thorough analysis of the situation and will get back to you with a response as soon as possible. We will definitely look into the situation and notify you.
Regards, Gama Casino team.
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2 months ago
Translation
Luckily we still have the case open here!
Today I received my cashback automatically and I even won something, not the loss from last week, but still. The payout worked, but then I deposited again and even won something again.
It is very noticeable when the withdrawal method is suddenly no longer available and you are once again unable to withdraw your winnings.
It would have to be a huge coincidence that it always happens exactly when you have won something!!!
I'm really at a loss for words and I'm curious to see what they say this time. It's not the first time this has happened!
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2 months ago
I'm glad to hear that you received your cashback and that you won something from your deposit. Regarding the missing payment method you would prefer for your withdrawal, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Since the screenshot shows multiple payment options available for you, would you be willing to choose one of them for withdrawing your winnings?
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2 months ago
Translation
I had 2 amounts paid out using this method 2 hours ago and now this method of withdrawal has disappeared.
Other withdrawal options will be cancelled immediately.
Automatic translation:
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2 months ago
Dear customer,
Your account has a special GURU cashback which you received, we see that it was credited to you correctly.
Also, we have checked the payment method of withdrawal you are talking about and, as we see, the withdrawal is available.
We apologize for the inconvenience.
Best Regards, Gama Casino team!
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2 months ago
Dear Gama Casino Team,
Thank you for keeping us updated.
Dear trendmensch,
Please let me know if you withdrew your winnings and if there is anything else I can assist you with.
