My complaint:
Hello ,
I am contacting you to raise a serious concern that you have not given me the 25% cash back on my losses , which according to the terms and conditions of the cash back promotion on 23-24 December 2023 , I should have received 25% of my losing deposits which totaled $166 during the qualifying period .
I have tried to address this with the chat staff numerous times but they don’t seem to understand.
The point is this : the only winnings I generated during the qualifying period were from free spins.
The terms and conditions of the promotion clearly stated that winnings from free spins awarded during the promotion qualifying period would NOT be counted towards a player’s net position at the end of the qualifying period , only cash deposits and winnings if any from those cash deposits.
I had NO winnings from my cash deposits of $166 and should have received 25% cash back on those deposits.
Your system for some reason is counting the withdrawal I made from playing through free spins I was awarded during the promotion period, which is totally incorrect according to the terms and conditions of the promotion which I read very carefully.
I shall email you the relevant deposits for the period 23-24 December 2023 and you see that no winnings were generated from them.
Hence according to the terms and conditions of this promotion I should 100% have received 25% cash back on my cash deposit losses.
This has become extremely frustrating and disappointing that I have to go through all of this time consuming communication to simply receive what I was entitled to according to the terms and conditions but have so far received nothing.
I sincerely hope you can sort this out ASAP and credit my account with what I was entitled to according to the promotion.
Regards
Michael Punch
Sent from my iPhone
Suggested solution:
Credit my account with 25% of my cash losses of $166 during the relevant period of the promotion
