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I am level 4 VIP. I am eligible for 10% cashback regarding net losses. I had approximately 5k in losses so I was expecting a cashback of at least 500 euros that was not creditted.

First agent told me it was 0.0 without even clarifying.

Second agent did not resolve the problem, just told me VIP manager will "contact me", thing he has not dont yet.

I have all the proofs from the transaction history (deposits and withdrawals) from 07/07/2025 to 13/07/2025 where the cashback should be applied. Mathematics from this shows clearly at least 5000 in losses.

Please tell me if you want me to provide you with the evidence below

Dear player,

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.

Did the casino give you any explanation as to why the cashback amount was shown as €0.00, or was that all the first agent told you?

Do you have screenshots or records of your full transaction history (deposits and withdrawals) between 07/07/2025 and 13/07/2025?

Could you please send me the link to the cashback offer and its terms and conditions?

Have you ever received cashback in the past under similar conditions, or is this the first time it’s being denied?

Has the VIP manager ever contacted you since this issue occurred, or are they still unresponsive?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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Hello,

Casino didnt give any explanation why it was 0.0. They only told me "Thats that calculator says and calculator does not lie".

I have all the screenshots of the transaction history that shows the net losses. Please tell me if I should provide them here as images.

Here is the link for the cashback and bonus terms

https://spinfest2.com/en/promotions/casino/weekly-cashback-15

I had received a cashback in the past but small amount. This is the first time its being denied because the amount is not small.

VIP has not contacted me, despite the claims of the live chat that he will. More than 24 hours have passed and no VIP manager, nor support from email has answered to me. They are all unresponsive

Any updates? I have no answer from support or vip. They have not answered to nunerous emails of mine since Monday. I think they are doing it on purpose to wait to drop my vip level and not credit the cashback

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika