Let me please explain the situation.
You mentioned these rules (available HERE):
- "Cashback wird wie folgt berechnet: Einzahlungen - Auszahlungen - Erhaltene Boni - Saldo"
- "Der Kontostand wird am nächsten Morgen zwischen 08:00 und 12:00 Uhr CET überprüft. Die Spieler müssen einen Kontostand von maximal 5€ vorweisen können, um sich für den Cashback zu qualifizieren."
However, these are rules from the casino's General Bonus Terms.
I found there also this rule - in the second sentence in General Bonus Terms:
- "Sofern in dem jeweiligen Angebot oder Kampagne nichts anderes angegeben ist, gelten die folgenden Regeln."
But for the Cashback offer there are separate Terms and Conditions valid for this offer (available HERE), stating this:
- "Cashback wird täglich auf getätigte und verlorene Einzahlungen zwischen 06:00 und 05:59 Uhr MEZ berechnet."
- "Saldo wird am folgenden Morgen 06:00 Uhr CET überprüft und Spieler dürfen nicht mehr als 5€ Saldo haben, um sich für das Cashback zu qualifizieren."
Regardless of the fact that the English version of the casino's Terms and Conditions prevail, the specific terms for the Cashback offer are different compared to the ones written in the General Bonus Terms. And, it means these specific rules prevail.
Are you sure your balance was not more than €5 at 5:59 on April 6?
If you deposited every time the balance was near €0, it means you played with each of your previous deposits in the same amount for approximately 50 minutes until they were lost. Then we can see that the last deposit probably lasted longer and at 5:59 the balance was still more than €5. It would support the explanation you were provided with by the casino's customer support and it would be within the casino's Terms and Conditions.
Let me please explain the situation.
You mentioned these rules (available HERE ):
- " Cashback is calculated as follows: Deposits - Withdrawals - Bonuses Received - Balance "
- " Balance will be checked the next morning between 08:00 and 12:00 CET. Players must have a maximum balance of €5 to qualify for cashback. "
However, these are rules from the casino's General Bonus Terms.
I found there also this rule - in the second sentence in General Bonus Terms:
- " Unless otherwise stated in the relevant offer or campaign, the following rules apply. "
But for the Cashback offer there are separate Terms and Conditions valid for this offer (available HERE ), stating this:
- " Cashback is calculated daily on deposits made and lost between 06:00 and 05:59 CET. "
- " Balance will be checked the following morning at 06:00 CET and players must not have more than €5 balance to qualify for cashback. "
Regardless of the fact that the English version of the casino's Terms and Conditions prevail, the specific terms for the Cashback offer are different compared to the ones written in the General Bonus Terms. And, it means these specific rules prevail.
Are you sure your balance was not more than €5 at 5:59 on April 6?
If you deposited every time the balance was near €0, it means you played with each of your previous deposits in the same amount for approximately 50 minutes until they were lost. Then we can see that the last deposit probably lasted longer and at 5:59 the balance was still more than €5. It would support the explanation you were provided with by the casino's customer support and it would be within the casino's Terms and Conditions.
Let me please explain the situation.
You mentioned these rules (available HERE):
- "Cashback wird wie folgt berechnet: Einzahlungen - Auszahlungen - Erhaltene Boni - Saldo"
- "Der Kontostand wird am nächsten Morgen zwischen 08:00 und 12:00 Uhr CET überprüft. Die Spieler müssen einen Kontostand von maximal 5€ vorweisen können, um sich für den Cashback zu qualifizieren."
However, these are rules from the casino's General Bonus Terms.
I found there also this rule - in the second sentence in General Bonus Terms:
- "Sofern in dem jeweiligen Angebot oder Kampagne nichts anderes angegeben ist, gelten die folgenden Regeln."
But for the Cashback offer there are separate Terms and Conditions valid for this offer (available HERE), stating this:
- "Cashback wird täglich auf getätigte und verlorene Einzahlungen zwischen 06:00 und 05:59 Uhr MEZ berechnet."
- "Saldo wird am folgenden Morgen 06:00 Uhr CET überprüft und Spieler dürfen nicht mehr als 5€ Saldo haben, um sich für das Cashback zu qualifizieren."
Regardless of the fact that the English version of the casino's Terms and Conditions prevail, the specific terms for the Cashback offer are different compared to the ones written in the General Bonus Terms. And, it means these specific rules prevail.
Are you sure your balance was not more than €5 at 5:59 on April 6?
If you deposited every time the balance was near €0, it means you played with each of your previous deposits in the same amount for approximately 50 minutes until they were lost. Then we can see that the last deposit probably lasted longer and at 5:59 the balance was still more than €5. It would support the explanation you were provided with by the casino's customer support and it would be within the casino's Terms and Conditions.
Von einem Casino Guru Admin bearbeitet