BetItAll Casino - Игрок жалуется, что не получил кэшбэк-бонус.

Hi been playing for 2 years with this mob and never had an issue up to 2 month ago had and issue where you received cash back for deposits and never received it even though I was a platinum tier at that stage. And yesterday being 6/4/23 I was playing wish upon a jackpot slot and hit the free spins on a $10 bet and it froze and never loaded, spoke to support and they got back to me 24 hours later with this email

Dear VINNIEP,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your main concern is that you haven't received any cashback bonus from the casino? 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, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Hi sorry I forward a lot of emails regarding no cash back bonus and wish upon a jackpot slot that froze after getting 3 scatters. I’m sure there something about the bonus but I’m not to concerned I’m more worried about the fact that I got the free spins on a $10 spin and didn’t even get to see it play out and receive an email 24 hours after that it manually played out and there was no win. Seems very wrong to me as I’ve played that slot for years on many casinos and never seen a 0x bonus to date… there is a conversation about insufficient funds when I tried to deposit but that’s sorted thanks… and thanks for the help also. Appreciate it… never had an issue with this casino up until now. Not sure why there being like this with minimal help…

Thank you, VINNIEP, for all the emails.

Firstly, I noticed that you were advised that a cashback bonus is not available to you since your withdrawals are greater than the deposits. Please understand that usually, cashback bonuses are counted from players' losses.

Secondly, you were informed that the game provider concluded its investigation and completed the round manually without any winnings accrued. Are you able to locate the abovementioned round in your game history?

Yes I understand that I withdrew so I don’t get cash back, but I was a tier platinum level so it states on the t&cs except if you platinum tier or above. And no history of the game, I’m sure support would have led me that way but I’ll double check thanks

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

Cashbacks

Every Wednesday you can receive Cashback

Cashback will NOT be credited to your balance if a cash-out was made on the previous week (except if you have a Platinum Tier or above).

Cashbacks are distributed in instalments corresponding to the minimal payout (for Bronze: paid out in Free Spins; for Silver: €15, €30, €45, €60, etc.; for Gold and above: €50, €100, €150, €200, etc.)

Cashbacks have no restrictions, meaning that you can use them as you wish.

Cashback will be added if you have met the minimal required amount for each Level.

Cashback is calculated based on the results of the previous week.

If you have placed limitations on your account, you will NOT receive any bonuses for the period of limitation applied on the account, despite the active VIP status.

As I understand it, the exception for Platinum tier players describes different conditions however, all the cashback bonuses are calculated based on the previous week. It means that you won't be entitled to this promotional offer if your withdrawals were greater than your deposits, no matter if you are a Platinum member or not.

Lastly, could you advise if you tried requesting your game history from the casino directly? Thank you.

Ok cool thanks for that… I have emailed support and haven’t received a response yet. This was last night

Hi how are you going with betitall.. not sure if you have contacted them but I Received an email yesterday saying they’re not happy with the provider and they’re waiting on a response from them…. Seemed weird when days ago they shut it down and that was the outcome was I didn’t win so

If you haven't received your game history, could you forward a screenshot of your cashier's history instead? Please make sure that all withdrawals and deposits are visible for the disputed period of time. Thank you in advance

Hi I received my history yesterday and sent it to your email. Did you receive it. Thanks

Yes, I did. Could you forward the screenshot of your cashier's history too, please?

Dear VINNIEP,

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.

Hi thanks for helping me out. Although I sorted it out with the casino support so thanks for your help once again

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, VINNIEP, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru