The player from Germany applied for a 25% cashback bonus but received a lower amount than expected. They requested verification and contacted the VIP area but have not received a response. We’ve rejected this complaint as per the player’s explicit request.
GreatWin Casino - Player's unhappy with the received cashback bonus.
Amount: €102
GreatWin Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
I applied for a 25% cashback bonus for the first time yesterday.
I have not claimed or rejected any other bonuses so far.
The terms state that any cashback amounts due will be calculated using the following formula. Net losses on participating games from deposits made during the promotional period x 25% (Net losses from bonus money are not included in the calculation) The promotional period was from Monday 00:00 to Sunday 23:59. During this promotional period my net loss was €1045. I haven't won anything. Played exclusively in the live casino.
I was then credited with €98. Which in my opinion should have been €200. The maximum amount is given as €200.
I then asked for verification in live chat.
As always, I just got brushed off. It's all right! Was the statement without further explanation.
Supposedly I've reached level 4 and I have a "personal
Account Manager" I then sent emails to the VIP area
No answer since yesterday morning. I tried live chat again last night. Catastrophic. The contact person Bob had to get in touch with my "personal VIP account manager" several times! The whole thing took 1 hour. Then Bob informed me: The calculation was correct. Without further explanation. I want to write to the VIP manager. After I informed him that it had happened 8 hours ago, the following answer: O-ton:
Please note that the number of VIP managers is rather small, so there may be a delay in replying. But they always answer. You would receive thousands of emails a day. I just have to wait. That's it.
So far no answer, no picture, no sound.
I have never experienced such a catastrophic support in any casino. Never!
Automatic translation:
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1 year ago
Dear Sprotte,
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. Have you previously received any cashback bonuses from this casino? Please provide a screenshot of your cashier history showing the relevant period with clear visibility of deposits and withdrawals.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello, no I have never claimed any bonus.
As I said, I deposited €1045 that week.
That was not disputed either.
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1 year ago
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I only ever paid in that week.
There are no payouts.
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1 year ago
Translation
Good evening Petronela,
I have to withdraw my complaint.
I've been checking and calculating for hours now.
Due to UTC time setting, the casino made a different calculation than me.
The highest amounts were paid in after they were drawn up in the night of 06/11/23.
But I am from 12.06. went out.
I didn't know that with the time difference and my bank statements always have the 12.06. displayed. I'm sorry for bothering you.
Thanks for your help.
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