The player from Germany had raised a complaint about being denied a cashback bonus after depositing nearly 4,000€ at an online casino. He had stated that instead of receiving the promised cashback, the casino had been crediting random cash bonuses with high wagering requirements. Despite his VIP status and the cashback bonus being advertised on the casino's site, the player had not received it. The player had also pointed out a discrepancy in the cashback terms between the German and English versions of the casino's website. We had reviewed the casino's promotions page but found no information on the cashback bonus. We had informed the player that we lacked the authority to compel the casino to grant any specific bonus and suggested that he directly contact the casino for further clarification. The complaint was subsequently rejected due to lack of justification.
Playfina Casino - VIP player's cashback bonus has been denied.
Amount: €400
Playfina Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello,
The casino is refusing to pay out my earned cashback bonus from last week.
Despite my VIP status and adherence to the rules. The cashback is advertised on their website for members. Had I known this beforehand, I would not have deposited nearly 4000€. This is borderline fraud!
I am not getting any response via email, instead they are just crediting me with random cash bonuses with 30x wagering.
Dear Gambler82,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
The problem here is that the cashback is advertised on their site to make playing on their platform attractive, especially for high rollers. I played normally in the casino and didn't do anything wrong. I even received a confirmation via email that I enjoy VIP status and its benefits. Of course I have to assume that I can also benefit from the cashback. I wouldn't have deposited so much in my life if I had known that the casino worked with such methods and refused to give me cashback WITHOUT giving any reasons. The casino also enjoys a good reputation on Casino-Guru.
That is also one of the reasons why I registered with this casino.
Hello,
I checked their website again earlier and saw that there are no restrictions on cashback on the German-language website. On the English-language website, however, the cashback is only valid for higher VIP levels.
However, I am traveling in the German-speaking area.
Maybe the casino itself can comment on this?!
Hi Gambler82,
I've reviewed the general promotion page of the casino but couldn't locate any information regarding the cashback bonus or specific terms regarding how cashback is calculated.
- Could you kindly provide a specific link to the cashback bonus that you were expecting to find in your account?
Thank you.
Hello Petronela,
The cashback bonus is mentioned on the ViP page but the casino itself has not provided any exact numbers for calculating the cashback
As a player, I assume that the cashback starts at 10%. This is generally the case in all casinos and I also know it from all other casinos in the Dama NV group, such as luckydreams.
In retrospect, why Playfina Casino doesn't give exact numbers in this case is also suspicious to me or very strange.
Is the player being deliberately misled here?
I have only played in Dama NV casinos over the last year and have not had any problems with the cashback so far.
I assumed that I would receive the cashback, like in all other casinos in the group.
https://playfina.com/de/vip
Thanks for the help
Hi Gambler82,
I apologize once again, but unfortunately, we lack the authority to compel the casino to grant you any specific bonus. I suggest reaching out directly to the casino to determine whether this absence of bonuses is a permanent condition or a temporary situation. Once you receive a response from the casino, you can make an informed decision on whether you'd like to receive a cashback bonus and continue with this casino or explore alternative gambling establishments.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
