Alf Casino - Der Spieler beschwert sich, dass er keinen Cashback-Bonus erhalten hat.

Hello, the casino support refuses to acknowledge the 25% cashback bonus on net losses of the week, made in their live casino section. I enclose screenshots of net losses made and screenshots of the terms and conditions of the promotion. The bonus was requested within the required terms but the support closes the chat reporting that the games where the bets were made are not in the live casino section and therefore I have not accrued the bonus. The disputed value is 25% of the net losses on the live section

Buongiorno, il supporto del casino si rifiuta di riconoscere il bonus cashback del 25% su perdite nette della settimana, effettuate nella loro sezione casino live. Allego screenshot perdite nette effettuate e screenshot termini e condizioni promozione . Il bonus è stato richiesto nei termini richiesti ma al supporto chiudono la chat riportando che i giochi dove sono state effettuate le giocate non risultano nella sezione casino live e quindi non ho maturato il bonus. Il valore contestato è il 25% delle perdite nette su sezione live

Dear Ramirexxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I reviewed the terms and conditions and I found this:

Could you advise if any of the losses were made on qualifying games of the promotion? Are you able to request another cashback bonus currently on offer in the casino?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus.

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

Best regards,

Tomas

Hello, I fixed it, thank you. You can close the practice.

Buongiorno, ho risolto , grazie . Puoi chiudere la pratica .

Dear Ramirexxx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas

Casino.Guru