Missing cashback due to technical issue
Reason: Missing Funds
Dear AskGamblers Complaint Team,Hello,I am submitting my complaint for the second time because I believe that the main point of my first complaint may not have been fully understood.Player ID: 1592742195VIP Level: SAPPHIRE (Level 6)I would like to clearly explain what happened.On September 10, my VIP Cashback level was SAPPHIRE, and my points balance was 7,346,565 points. The Cashback section showed that I had 935.01 GEL available to claim.However, when I tried to claim the cashback, I received the following message:“Maintenance underway, please try later.”From September 10 until September 23, I contacted the casino’s live chat several times regarding this issue. The operators repeatedly confirmed that there was a technical problem with the Cashback section and assured me that my cashback was safe and that I would receive the amount I was entitled to once the technical issue was resolved.During this entire period, I continued to play on the casino and deposited, wagered, and lost significant amounts of money.At the same time, my points continued to accumulate. My current points balance is now 16,489,524 points.According to my SAPPHIRE VIP level, I was entitled to 10% cashback every two days. However, because of the technical issue, I was unable to claim my cashback during this entire period.Therefore, I would like to ask you to clarify the following:1. Where did the 935.01 GEL cashback go? I have a screenshot clearly showing that this amount was available in my account, but I was unable to claim it because of the technical issue, and the amount subsequently disappeared.2. What happened to the cashback that continued to accumulate during the period when the Cashback section was unavailable? I continued to play, deposit, wager, and lose money during this period, while my points continued to increase.3. If the casino’s technical issue prevented me from claiming my cashback, I would like to know how the cashback that I was entitled to during this period was calculated and where it was recorded.I have screenshots proving that the 935.01 GEL cashback was displayed in my account, as well as screenshots of the casino’s support agents confirming that there was a technical issue with the Cashback section.I kindly ask you to review the complaint based on the actual issue described above and the evidence I am providing.If my complaint is not properly reviewed and my request for the return of the cashback amount to which I am entitled is not addressed, I will have no choice but to escalate this matter to the relevant licensing and regulatory authority responsible for supervising the casino.I will provide them with all available evidence, including screenshots of my cashback balance, my conversations with the casino’s support team, and the information confirming the technical issue.I hope this matter can be resolved directly and fairly without the need for further escalationThank you for your time and assistance.Kind regards,Nino KavelashviliPlayer ID: 1592742195
--- Ответы в треде ---
niniaa1989 1 day ago I categorically request that the 935 GEL be credited to my account as my rightful VIP Cashback. This amount is confirmed by the screenshot I provided, and it was available during the period when the technical issue occurred, which prevented me from claiming it.
niniaa1989 1 day ago After all this time spent reviewing my complaint, did you actually read my messages and look at the screenshots I provided? Your response does not address my questions or the actual issue I reported. For one month, I have been trying to find out why my VIP Cashback disappeared and why I was unable to claim it due to the technical issue. I provided screenshots and evidence showing the cashback amount and the messages from your support confirming that there was a technical problem. Please address the actual issue I raised and explain clearly what happened to my cashback.
niniaa1989 1 day ago Hello AskGamblers Team, Thank you for the update. However, 1xBet’s response does not address the actual issue in my complaint. I am not disputing their general cashback calculation formula. My complaint concerns the specific 935.01 GEL cashback that was already shown as available to claim in my account, but I was unable to claim it because of a technical error. During this period, 1xBet support repeatedly confirmed in writing that there was a technical problem with VIP Cashback and that my cashback was safe. Therefore, I am asking 1xBet to provide: 1. A clear calculation showing how my 935.01 GEL available cashback was calculated. 2. An explanation of why I was unable to claim this amount due to the technical issue. 3. The full cashback calculation for the entire period affected by the technical problem, including the cashback that accumulated while I continued playing. 4. An explanation of what happened to the cashback that 1xBet support had confirmed was safe. The formula they provided does not explain what happened to the 935.01 GEL that was already displayed as available cashback. I kindly ask AskGamblers to consider this specific issue and not treat the general cashback formula as an answer to my complaint. Thank you.
1xBet Casino • Representative 1 day ago Hello! Please note that VIP Cashback is calculated for casino slot games, excluding table games. However, not all Live Casino games are included in the VIP Cashback program. Only eligible Live Casino games contribute to your cashback. You can check whether a particular game is eligible by opening it and looking for the “VIP Cashback XX%” label. As for the cashback calculation, it is based on your overall gaming result and not simply on every bet you place. For Levels 1 to 7 (Copper–Diamond), the cashback is calculated as follows: (Total amount wagered since the date of your last cashback payment − total winnings received since the date of your last cashback payment) × your cashback percentage. For example, if you have wagered €1,000 since your last cashback payment and received €700 in winnings, the difference is €300. Your cashback percentage is then applied to this €300. If your total winnings are equal to or higher than your total bets, there is no positive difference, so no cashback will be credited for this period. In other words, cashback is based on your net gaming result, not simply on the amount you have wagered. Therefore, if you continue playing without using your currently available cashback and win more, your total winnings will increase. This reduces the difference between your total bets and winnings, which may result in a lower cashback amount.
