CASINO VINCITU - Der Spieler hat Schwierigkeiten, eine Rückerstattung für seine Verluste zu erhalten.

I gambled and lost €1,000.02 on Monday, September 7, 2026. I was expecting a cashback on the lost amounts that day. I contacted support and they repeatedly told me there were no plays or losses that day. However, I provided screenshots of my losses on the casino slots, and they still told me they weren't expecting me, claiming that I would have to wager at least €100 to get it. I gambled and LOST €1,000.02, and they were expecting me for the €75 promo.

I'm attaching a screenshot. Can you help me?

I have asked several times without receiving a clear answer, in fact, they no longer answer me.

Ho giocato e perso 1000,02€ il giorno 07/09/2026 che era di lunedì. In quella giornata mi aspettava un Cashback sugli importi persi. Ho contattato l’assistenza e più volte mi hanno detto che non c’erano giocate né tantomeno importi persi in quel giorno ma io ho fornito gli screen delle mie perdite alle slot del casinò e ugualmente mi hanno detto che non mi aspettavano sostenendo che per averlo avrei dovuto almeno giocare 100€. Io ne ho giocati e PERSI 1000,02€ e mi aspettavano per la promo 75€.

allego screen. Potete aiutarmi?

ho più volte sollecitato senza ottenere una risposta chiara, anzi, non mi rispondono più.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to or a screenshot of the cashback bonus that is active in your account and that you expected to receive?
• Could you also provide more details about the cashback bonus you did not receive? Was it a daily or weekly cashback?
• What types of games did you play on September 7, when you experienced the significant losses?

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

Best regards,

Veronika

Here's the promo, the screenshot of my plays:

ecco la promo, lo screen delle mie giocate:

Dear Agrc00,

Thank you for providing the additional information.

I have reviewed the terms of the cashback promotion, which state that the bonus applies only to casino slots and specifically excludes Live, Crash, Table, Cards, and Progressive games.

According to the information and screenshots you provided, the losses in question resulted from playing Aviator, which belongs to the Crash games category. Therefore, this gameplay was not eligible for the cashback promotion.

For this reason, I am unable to proceed further with your complaint, as the casino appears to have applied the promotional conditions correctly.

Thank you for your understanding.

Best regards

Veronika