Bet7k Casino - プレイヤーのキャッシュバックの支払いが遅れています。

The casino has stopped paying my daily cashback since October 30, 2024. I sent a report to support, but it doesn’t seem like they are working or planning to resolve the issue. I've been contacting them every day since November 4, and their response is always the same—that they are resolving it and that the balance should be credited within the next 24 hours. Of course, when I contact them the next day, they tell me the same thing all over again. On November 4, I bet more than $500, with significant losses, so I’m entitled to at least a 20% cashback. I hope you can help me. In the images I sent, I had to edit and merge them because the information is not shown completely on a single page. You can see the last day I received the cashback, and the others show the number of bets I made. There are more than 900 pages of bets ranging from 5 to 50 Mexican pesos per spin, to give you an idea of the amount of money I wagered. Unfortunately, the casino does not provide the exact amount per day, so it’s impossible for me to reach an exact figure, but surely they know it.

El casino dejo de pagarme el cashback diario desde el dia 30 de octubre de 2024, envie el reporte al soporte, pero no parece que estén trabajando o que me vayan a resolver el problema, ya que tengo desde el dia 4 de noviembre contactandolos día tras día, y su respuesta es siempre la misma, que ya lo estan resolviendo y que deberían acreditarme el saldo en las próximas 24 horas, y claro, al siguiente dia los contacto y me dicen lo mismo, el dia 4 de noviembre aposte mas de 500 usd, los cuales las perdidas fueron considerables, por lo que me corresponde un cashback del 20% minimo, espero puedan ayudarme. En las imagenes que les envio tuve que editarlas y juntarlas ya que la informacion no la muestran completa en una sola página, pueden ver el ultimo dia que recibi el cashback, las otras muestran la cantidad de apuestas que realice, son mas de 900 paginas de apuestas que iban desde los 5 hasta los 50 pesos mexicanos por giro, para que se hagan una idea de la cantidad de dinero que aposte, por desgracia el casino no me da la cantidad exacta por dia por lo que me es imposible llegar a una cifra exacta, pero seguro ellos lo saben .

Dear geovasm420,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet7k

Please understand that we cannot penalize the casino if they fail to provide you with bonuses. It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. If the casino already informed you of the resolution of the technical problem related to the issue we might not compel the casino to do anything more than they are already doing.

Feel free to provide any additional information I may not have considered here or to my email at tomas@casino.guru. If there is no other relevant information, we might not be able to assist and will close the complaint.

I appreciate your understanding and look forward to your reply.

Best regards,

Tomas

It is not a bonus, it is cash, which the casino gives daily for the amount of losses, I was always receiving them but I stopped receiving them since October 30, the cashback money does not require rollover, I can withdraw that money if I wish.

No es un bono, es dinero en efectivo, que el casino otorga diariamente por la cantidad de pérdidas, siempre las estuve recibiendo pero deje de recibirlas desde el dia 30 de octubre, el dinero del cashback no requiere rollover, ese dinero puedo retirarlo si asi lo deseo

Hello, I need your help. They credited a total of 417 pesos to my account, supposedly for the cashback that was due to me from November 1st until yesterday, November 25th. That is not even a quarter of what was due to me. They refuse to give me the information about my betting history for all those days, because I cannot obtain that data from my account. They act very suspiciously and change the subject or ask me if I have another question so that I do not continue to insist. Please, if you can help me resolve this, I would appreciate it.

Hola necesito su ayuda, me acreditaron un total de 417 pesos en mi cuenta supuestamente por el cashback que me correspondia desde el dia 1 de noviembre hasta el dia de ayer 25 de noviembre, eso no es ni una cuarta parte de lo que me correspondía, se niegan a entregarme la información de mi historial de apuestas de todos esos dias, por que yo no puedo obtener esos datos desde mi cuenta, actuan muy sospechosos y me cambian de tema o me preguntan que si tengo otra duda para que no siga insistiendo, por favor si ustedes pueden ayudarme a resolver esto justamente se los agradecería

I'll update you with the information, this is how the cashback is supposed to be calculated:

Cashback is calculated based on actual balance losses. GGR (Gross Gaming Revenue) is obtained by subtracting the amount won from the amount wagered. If the result is negative, cashback will be calculated based on that amount. Important: Cashback does not eliminate the risks associated with gambling. Bet responsibly and remember that gambling should be a form of entertainment. Calculating GGR (Gross Gaming Revenue) Formula: GGR = Wagered Amount – Winning Amount This calculation shows whether you made a profit or a loss during the specified period. Calculation examples: Profit: If you bet R$ 1500 and win R$ 2000, the calculation would be: 1500 – 2000 = -500. In this case, you made a profit and therefore are not entitled to a cashback. Loss: If you bet R$ 1000 and won R$ 900, the calculation would be: 1000 – 900 = 100. In this case, you had a loss of R$ 100 and the cashback will be calculated based on this negative value. Cashback calculation example: If you had a loss of R$ 100 and the cashback percentage is 5% (according to the Slots and Betting Games table), the calculation would be: 5% of R$100 = 0.05 * R$100 = R$5 Therefore, the Cashback value would be R$ 5

On November 3rd

Deposit: $2,999

I earned in tournament prizes: $6,816

I withdrew: $8,500

They refused to share the betting history of the day with me, so I had to add up every bet and win, over 5 thousand bets, using the calculator (I may have made minor errors)

These were my results:

Bet: $85,808

Earnings: $84,169

It seems illogical to me that withdrawals are also calculated, if it doesn't matter if I withdraw it or not, that money shouldn't influence that, I think.

And what they credited me was only 44 pesos, I don't know how they calculate it but it doesn't give me that result.

Le actualizo la informacion, asi es como se supone que se calcula el cashback:

El reembolso se calcula en función de las pérdidas de saldo reales. GGR (Ingresos brutos del juego) se obtiene restando la cantidad ganada de la cantidad apostada. Si el resultado es negativo, el cashback se calculará en base a ese importe. Importante: el reembolso no elimina los riesgos asociados con el juego. Apuesta con responsabilidad y recuerda que el juego debe ser una forma de entretenimiento. Cálculo de GGR (ingresos brutos del juego) Fórmula: GGR = Monto apostado – Monto ganado Este cálculo muestra si obtuvo ganancias o pérdidas durante el período especificado. Ejemplos de cálculo: Beneficio: Si apuestas R$ 1500 y ganas R$ 2000, el cálculo sería: 1500 – 2000 = -500. En este caso, obtuvo ganancias y, por lo tanto, no tiene derecho a reembolso. Pérdida: Si apostaste R$ 1000 y ganaste R$ 900, el cálculo sería: 1000 – 900 = 100. En este caso, tuviste una pérdida de R$ 100 y el cashback se calculará en base a este valor negativo. Ejemplo de cálculo de reembolso: Si tuvieras una pérdida de R$ 100 y el porcentaje de cashback es del 5% (según la tabla de Tragamonedas y Juegos de Apuestas), el cálculo sería: 5% de R$100 = 0,05 * R$100 = R$5 Por lo tanto, el valor del Cashback sería de R$ 5

El dia 3 de noviembre

Deposite: $2,999

Obtuve en premios de torneos: $6,816

Retiré: $8,500

El historial de apuestas del dia se negaron a compartirmelo, asi que tuve que sumar cada apuesta y ganancia, mas de 5 mil apuestas usando la calculadora (puede que haya tenido errores minimos)

Estos fueron mis resultados:

Apostado: $85,808

Ganancias: $84,169

Me parece ilogico que los retiros tambien se calculan, si da igual si lo retiro o no, ese dinero no debería influir eso creo yo

Y lo que me acreditaron fueron solo 44 pesos, yo no se como calculan ellos pero a mi no me da ese resultado

Dear geovasm420,

Hasn't an active tournament promotion interfered with the cashback that was awarded to you?

Could you please share your communication with the casino where you discuss the issue, especially regarding providing you with gaming history and regarding the cashback calculation?

My email is tomas@casino.guru

These are the only screenshots of the conversation since it didn't give me the option to send the transcript,

esas son las unicas capturas de la conversacion ya que no me dio la opcion de enviar la transcripcion,

Thanks for the detailed explanation of the situation.

I understand your frustration, but unfortunately, we are not in a position to ask casinos to change how much cashback they determined to award you. We would like to help, but it is impossible for us this time. I would like to emphasize, that each casino has a different bonus policy and system for how the bonuses are calculated. Unfortunately, we cannot penalize the casino for not giving you a prize higher than what you already received.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.