BetFlag Casino - El jugador solicita ayuda con el cálculo del reembolso.

Good afternoon, in early July the casino sent me an email telling me that for the whole of July I would be able to benefit from a Cashback of up to 50% calculated with promotional GGR.

I was informed that the payout was only €348 because the calculation was: €19,768.61 (amount played) + €15,420.94 (amount won), therefore 8% because the total was €4,347.60. But in reality, I replayed the €15,420.94 win without winning, so it would go into the amount played, RADICALLY changing the calculation since it would be €2,965.29.

can you give me a hand?

Buon pomeriggio, i primi di luglio il casinò mi ha mandato una mail dicendomi che per tutto luglio usufruisco di un Cashback fino al 50% calcolato con GGR promozionale.

Mi é stato comunicato che la remunerazione sia stata solo di 348€ perché il calcolo era: 19768,61€ (importo giocato)+15420,94 (importo vinto) quindi 8% perché il totale era 4347,60€. Ma in realtà la vincita di 15420,94€ io l’ho rigiocata senza vincita per cui andrebbe nell’importo giocato cambiando RADICALMENTE il calcolo dato che sarebbe 2965,29 euro.

mi potete dare una mano?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFlag Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share evidence contradicting the casino's assertion, including screenshots of deposits, payouts, and bonuses from the affected period?
• Was the cashback in lower amount already credited to your player's account? Did you play with the amount?
• Send the information to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I played, however there were 342, now however with all the screenshots via email you can view

Sì ho giocato, comunque erano 342, ora comunque con tutti gli screen tramite email può visionare

Yes I played, however there were 342, now however with all the screens via email you can view: deposits, withdrawals and bonuses

Sì ho giocato, comunque erano 342, ora comunque con tutti gli screen tramite email può visionare: versamenti prelievi e bonus

Can you give me a hint? The screenshots show everything clearly.

Potete darmi un cenno? Gli screen mostrano tutto chiaramente..

Thanks for your reply.

I went over the screenshots you provided. I can observe that you made deposits but also withdrawals during the affected period. Could you please specify what you believe the casino should award you on top of the amount you already received in cashback?

Please provide a detailed explanation and justification.

The amount missing from the credit is €2617.44 because only €347.85 was credited to me.

L’importo mancante all’accredito è di 2617,44€ perché mi sono stati accreditati solo 347,85€.

Thanks for your reply.

Based on the description of the event, we can't conclude that you are eligible for more than what you already received. According to the email you received, no mention of a 50% award is specified; only 8%. Since you already played with the bonus after you received it, there is nothing we can ask the casino for.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.