1xSlots Casino - El jugador no recibió un bono de reembolso.

I've been a client at this casino for a long time, I like it a lot, but they have things that seem strange to me, 2 weeks ago I won a lot of money, it can be said that I got around €11,000 but I kept betting and I was left with 5,000 which I withdrew , but then I continued depositing and lost, it turns out that in the VIP return I am at the diamond level, it is supposed that every 24 hours I would have to receive a return, which is not happening, I have spoken to them through the chat, by email asking why I am not receiving my return with the amount of money I have bet, they are based on saying that I have won the casino, I have asked them several times to show me the game history or betting history and they delay me, telling me that I am winning is already enough, but they do not show me that this is true, and I believe that it is not true, with the last deposits that I have made the bets I have lost them, but I think that having bet more or less €5,000 the return The amount that they would have to do to me is quite high and I think that's why I don't have my VIP return, because I think they don't want to pay me, it doesn't work for me that I have almost always had the VIP return available when I have bet much less than the latter time, I hope you can solve it for me, for the rest I am happy with this page, I have never had a problem with them until now, but I want my money, the one that corresponds to me. Thank you

Hace bastante tiempo que soy clienta en este casino, me gusta bastante, pero tienen cosas que me parecen extrañas, hace 2 semanas gane bastante dinero, se puede decir que me junte con unos 11.000€ pero seguí apostando y me quedé con 5.000 los cuales retiré, pero después continué depositando y perdí, resulta que en la devolución vip estoy en el nivel diamante, se supone que cada 24 horas tendría que recibir una devolución, cosa que no está pasando, les he hablado por el chat, por email preguntando que por qué no estoy recibiendo mi devolución con la cantidad de dinero que he apostado, se basan en decir que estoy ganado al casino, les he pedido varias veces que me enseñen el historial de juego o historial de apuestas y me dan largas, con decirme que estoy ganando ya es suficiente, pero no me demuestran que eso sea cierto, y yo creo que no es cierto, con los últimos depósitos que he hecho las apuestas las he perdido, pero creo que al haber apostado pues más o menos unos 5.000€ la devolución que me tendrían que hacer es bastante alta y creo que por eso no tengo mi devolución vip, porque creo que no me quieren pagar, no me cuadra a mí que casi siempre haya tenido la devolución vip disponible cuando he apostado mucho menos que esta última vez, espero que me lo podáis solucionar, por lo demás estoy contenta con esta página, nunca había tenido problema con ellos hasta ahora, pero quiero mi dinero, el que me corresponde. Gracias

Dear Mait,

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

I checked the casino's terms and conditions and I found this: https://1xslot.com/es/information/rules/9

"5. For levels 1 to 7 (Copper - Diamond), the refund is calculated as follows:

(total of the bets made since the last cashback up to the present moment - total of the profits obtained from the last cashback up to the present moment) x % of cashback.

But the refund amount cannot be negative.

That is, the cashback is not available for users who win at the casino.

E.g. If your bets total €500 and your winnings total €600 for the entire calculation period, no refund will be credited. "

Please let me know if I overlooked information, but it seems the casino is following its rules about the VIP program.

Looking forward to hearing from you.

Best regards,

shots

Dear Maiit,

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

I checked the casino's terms and conditions and I found this: https://1xslot.com/es/information/rules/9

"5. Para los niveles de 1º a 7º (Cobre - Diamante), el reembolso se calcula de la siguiente manera:

(total de las apuestas realizadas desde el último cobro de devolución hasta el presente momento - total de las ganancias obtenidas desde el último cobro de devolución hasta el presente momento) x %de devolución.

Pero el monto del reembolso no puede ser negativo.

Es decir, la devolución no está disponible para los usuarios que ganan en el casino.

P.ej. Si sus apuestas suman un total de 500 € y sus ganancias suman un total de 600 € para todo el período del cálculo, no se acreditará el reembolso."

Please let me know if I overlooked information, but it seems the casino is following its rules about the VIP program.

Looking forward to hearing from you.

Best regards,

Tomas

The rules are clear, and the way they calculate the return too, that's not the problem, the problem is that there's something that doesn't fit me, it's not the first time I've won money and I withdraw it and even so I've always had my vip return They are based on telling me that I am winning the casino and my winnings exceed my losses, ok, where can I see that that is true? There is no place on the entire page where I can see my balance, game history, my bet history or call it what you want, I have asked them through the chat several times to calculate my bets to see if what they say is true, in Finally, as I say, they tell me that I do not have a VIP return, because I am winning, but they do not show it to me and as I say, I do not believe it, I think that I am entitled to a lot of money, because the last time I withdraw money, I earned a lot of money , but then continue betting and I already tell you that I will have bet 5,000 without a doubt and I am not so sure that I would win please...

Las reglas están claras, y la forma de como calculan la devolución también, ese no es el problema, el problema es que hay algo que no me cuadra, no es la primera vez que ganó dinero y lo retiro y aún así siempre he tenido mi devolución vip. Ellos se basan en decirme que estoy ganando al casino y mis ganancias superar mis pérdidas, vale, donde puedo ver que eso sea cierto? No hay ningún sitio en toda la página donde yo pueda ver mi balance, historial de juego, mi historial de apuestas o llámale como quieras, les he pedido por el chat varias veces que calculen mis apuestas para ver si es cierto lo que dicen, en fin, como digo, me dicen que no tengo devolución vip, porque estoy ganando, pero no me lo demuestran y como digo, no me lo creo, yo creo que me corresponde bastante dinero, porque la ultima vez que retire dinero, gane bastante dinero, pero luego continúe apostando y ya le digo que habré apostado 5.000 sin ningún duda y no tengo yo tan claro que saliera yo ganando por favor....

Hello, I wanted to add something else, today I have spoken again through the casino chat, I feel that they are kidding me regarding my VIP return, every time they tell me one thing, other times before that I have asked about the return, I They say that what counts for the VIP return are the bets made, not the deposits made, however the guy I'm talking to today in the chat tells me something totally different, he tells me that my deposits since the 15th from February until today, March 9 is less than the withdrawals I make, from the 15th until today, I will have withdrawn a total of 5,500 and my bets are much higher, I ask for a document or something where I can see that what they are telling me is true, where I can see my game/betting history, they ignore it, they play dumb, really, I think they are cheating me because from the 15th to today I have made bets that will make a total of thousands of euros, then the return vip, the money they have to pay me may be something for which they are used to paying in returns, to see if you can fix this for me, because I want my money.

Hola, quería añadir algo más, hoy he vuelto a hablar por el chat del casino, me siento que me están tomando el pelo respecto a mi devolución vip, cada vez me dicen una cosa, otras veces anteriores que he preguntado por la devolución, me dicen que lo que cuenta para la devolución vip, son las apuestas realizadas, no los depósitos realizados, sin embargo el chico con el que estoy hablando hoy por el chat, me dice una cosa totalmente distinta, me dice que mis depósitos desde el día 15 de febrero hasta día de hoy día 9 de marzo es inferior a los retiros que realice, desde el día 15 hasta hoy, habré retirado un total de 5.500 y mis apuestas son muchos más mayores, les pido un documento o algo donde pueda yo ver que lo que me están diciendo es cierto, donde yo pueda ver mi historial de juego/apuestas, hacen caso omiso, se hacen los tontos, de verdad, creo que me están engañando porque desde el día 15 hasta hoy he realizado apuestas que harán un total de miles de euros, entonces la devolución vip, el dinero que me tienen que pagar quiza sea algo algo para lo que ellos están acostumbrados a pagar en las devoluciones, a ver si por favor se me puede solucionar esto, porque quiero mi dinero.

Thanks for your explanation.

Is there anything displayed in this section of your account? Are you able to check how your withdrawals and deposits compare to each other? Please let me know if this helps. I'll await your reply.

Good afternoon, look in the transaction history, I only see the withdrawals and deposits made, I have spoken by email with them and they do not solve what I want to know, they do not even pay attention to me according to the formula of these people to calculate the VIP return The number of bets made is calculated along with the losses and so on. What I am asking you is to see the number of bets that I have made since the last time I had the VIP return, which they are not providing me and they are based on To say that they do not provide this type of information, then if I do not know the number of bets I have made to calculate the formula that they have, because I cannot see it anywhere on the page, how do I calculate it? This has never happened to me with them I have never had a problem with them but I am sure that the VIP return that would correspond to me this time is quite a bit of money and I think that in order not to pay me they are trying to deceive me I am seeing many contradictions in them the other day I was talking with a guy through the chat and he told me that my withdrawals that I have had exceed the deposits that I have made but other times they have told me that for the issue of VIP returns what counts are the number of bets made that the deposits do not They have nothing to do with the VIP return, therefore, as I say, I see many contradictions. In fact, I am going to attach two screenshots so that you can see that they are falling into many contradictions. They give me the formula to calculate how much VIP return would correspond to me, but as I say You have to know the number of bets made and they tell me that they don't provide this type of information, so how do I know the number of bets? What have I done if I don't see it anywhere? I don't know if you are going to be able to solve this for me, but I really think that these people are trying to deceive me, trying to scam me, whatever they want to call it, and I don't know what to do anymore, but I know for sure that I am entitled to a VIP return because I know It is true that the bets that I have made far exceed the withdrawals that I have made from February 15 to today, March 10, and I am talking about the fact that in the last month I have made bets of thousands and thousands of euros for that I think that they are trying to deceive me because I suppose that the VIP return that corresponds to me is quite a lot of money. Thank you for your time and I hope you can solve it for me.

Buenas tardes mire en el historial de transacciones a mí solo me aparece los retiros y depósitos realizados he hablado por correo electrónico con ellos y no me solucionan lo que yo quiero saber no me hacen ni caso según la fórmula de esta gente para calcular la devolución VIP se calcula las la cantidad de apuestas realizadas junto con las pérdidas y demás yo lo que les estoy pidiendo es ver la cantidad de apuestas que yo he realizado desde la última vez que tuve la devolución VIP cosa que no me están proporcionando y ellos se basan en decir que ese tipo de información ellos no la proporcionan entonces si para calcular la fórmula que ellos tienen yo no sé la cantidad de apuestas que he realizado porque no lo puedo ver en ningún sitio de la página como lo calculo yo? Esto con ellos nunca me había pasado nunca había tenido un problema con ellos pero estoy segura que la devolución VIP que me correspondería esta vez es de bastante dinero y creo que para no pagarme están intentando engañarme estoy viendo muchas contradicciones en ellos el otro día estuve hablando con un chico por el chat y me decía que mis retiros que yo he tenido superan los depósitos que yo he realizado pero otras veces me han dicho que para el tema de la devolución VIP lo que cuenta son la cantidad de apuestas realizadas que los depósitos no tienen nada que ver para la devolución VIP por lo tanto como digo veo muchas contradicciones de hecho te voy a adjuntar dos capturas de pantalla para que veas que están cayendo en muchas contradicciones me dan la fórmula para calcular cuánto me correspondería de devolución VIP pero como digo hay que saber la cantidad de apuestas realizadas vez ellos me dicen que ese tipo de información ellos no la proporcionan entonces cómo sé la cantidad de apuestas que he realizado si no lo veo en ningún sitio? yo no sé si ustedes me van a poder solucionar esto pero es que yo realmente pienso que esta gente está intentando engañarme intentando estafarme como lo quieran llamar y yo ya no sé qué hacer pero, sé a ciencia cierta que me corresponde devolución VIP porque sé a ciencia cierta que las apuestas que he realizado superan en creces los retiros que yo he realizado desde el día 15 de febrero hasta hoy día 10 de marzo y estoy hablando de que yo en este último mes he realizado apuestas de miles y miles de euros por eso pienso que están intentando engañarme porque supongo que la devolución VIP que me corresponde es de bastante dinero. Gracias Por su tiempo y ojalá ustedes me lo puedan solucionar.

Dear Maiit,

If I understand correctly the situation,

if you withdrew more during the time period in question than you deposited, it also means that you bet in total less than you won. The casino's formula in t&c and how they explained their reasoning are about the same principle.

Could you please explain in more detail how much you withdrew and how much you deposited in the specific time period? I'll await your reply.

Withdraw over €5,000 and I would have deposited I think over €3,000, the problem is that they keep telling me that the refund does not belong to me because I am beating the casino, I can understand that, what I do not understand, as I already told you, is that if to calculate the formula I need to know the number of bets I have placed I don't know the bets I have placed I cannot calculate the formula, that is the information I asked for and they did not give it to me, anyway, I also tell them that On other occasions, to see how much return belonged to me, I told them that I had made many deposits, they told me that it does not count the deposits made, but the bets, so that is what I was referring to, that I made many bets, so much so that the level increased vip, as I say, every time they tell me something, time passes and they are not solving anything for me.

Retire sobre 5.000€ y habre depositado yo creo que sobre 3.000€ el problema es que ellos siguen diciéndome que no me pertenece devolución porque le estoy ganando al casino, eso lo puedo entender, lo que no entiendo cómo ya le dije a usted, es que si para calcular la fórmula me hace falta saber la cantidad de apuestas que he realizado no se las apuestas que he realizado no puedo calcular la fórmula, esa es la información que les pedí y no me la dan, de todas formas, también le digo que en otras ocasiones para ver cuánta devolución me pertenecía les decía que habia realizado muchos depósitos, ellos me decían que no cuenta los depósitos realizados, sino las apuestas, entonces es a lo que me refería yo, que hice muchísimas apuestas, tanto que aumente de nivel vip, como digo, cada vez me dicen una cosa, el tiempo pasa y a mi no me están solucionando nada.

Thanks for the reply.

I believe the system that awards the cashback bonuses is automatic, while the total amount of deposits, the total amount of withdrawals for the time period, and the current balance are all the information necessary for determining whether you are eligible for the cashback bonus and how much should be awarded.

From the example of withdrawals and deposits for the time period:

Assuming the current balance was 0, you won 2 000 more than you bet (5000 - 3000) and therefore weren't eligible for a cashback bonus according to the casino terms and conditions.

I hope that clarifies my point better.

Dear Maiit,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.