Mr Bet Casino - Player complains that she didn’t receive cashback bonus.

Supposedly they have a refund policy if you spend a lot of money playing there ... well I have spent almost 5 million pesos playing and it doesn't turn out that I don't have a refund and it was assumed that if one exceeds the amount of 400 thousand pesos the refund is automatic now the page asks me to make a deposit to bet it and that after that they will give me my refund

Dear Leslye,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with the casino directly? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the cashback bonus terms and conditions, and this is what I found (here):

"Returns Policy:

- We give 5% cashback if the amount of money you spent during the week is more than € 500.

- Cashback is accrued by users whose total amount withdrawn does not exceed the amount they deposited.

- Cashback is credited automatically every Friday to the user's game account."

Could you please confirm that you have satisfied all the requirements?

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

Best regards,

Petronela

Thank you, Leslye, for your reply. Have you tried communicating this issue with the casino directly? If there's any relevant communication, please forward it to petronela.k@casino.guru.

If I have communicated with them and they tell me that they will not return anything

Please forward that communication to me. Thank you.

I do not have it

Thank you very much, Leslye, for your reply. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Leslye,

I'm Nick and I'll be assisting you from now on.

I would like to ask Mr Bet Casino to join us and help us resolve the player's issue.

Dear Nick,

According to the site rules Сashback is calculated and accrued from Friday to Friday (9 AM UTC) in our case from 12/31/21 till 01/07/22. It is the deposits, balance and withdrawals that are taken into account for a certain period of time, and not from the registration.

During this period of time the user deposited 741600 CLP.

01/05/22 the user successfully withdrew  1000000 CLP. This sum is more than the user deposited on the site for a certain period of time. 

Unfortunately, this time there was no cashback possible for the user.

Best regards,

Mr.Bet Casino team

Hello Mr Bet Casino,

Could you please advise how is the player informed about the "Friday to Friday" rule. Based on what my colleague Petronela posted, the cashback should be available to everyone who's total amount withdrawn does not exceed the amount they deposited.

Currently the Cash-back section on the website is not even available so we could not check if it is really included in the terms and conditions. But based on what we've seen before in that section, the cashback should be credited to the player.

Regards,

Nick

Hello Nick,

The information about cashback you may find on the site below in the section "Cashback".

Returns Policy states:

- We give 5% cashback if the amount of money you spent during the week is more than € 500.

- Cashback is accrued by users whose total amount withdrawn does not exceed the amount they deposited.

- Cashback is credited automatically every Friday to the user's game account and doesn't need to be wagered.

As you can see there is no information about cashback from the full amount the user has ever deposited since registration. 

Also, when logged in users may check information about cashback on the promotion page. 

The user was also informed in the chat with the support manager about cashback conditions.

Best regards,

Mr.Bet Casino team 

Dear Leslye,

Were you able after login check the promotional page of the cash back bonus of the casino?

Based on the casino's last post we have consulted with my team that the cash back can be considered on the weekly base even if it's not entirely mentioned anywhere but kind of give sense not to receive it from the whole period.

Is there anything else we can assist you with regarding this case or was the casino's explanation satisfactory?

If there isn't anything the complaint will be closed for the above mentioned reason.

Dear Leslye,

As we haven't receive any respond from you, and already explained the situation above, the complaint will be now closed. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you out.

Regards,

Nick