Magic Red Casino - プレイヤーのキャッシュバックが遅れています。

The casino offers a 10% cashback on Live games up to £20 on losses over the weekend.

Having lost enough to get the £20 I was expecting the cashback at 5pm today.

The terms are shown below (which I have fulfilled):

Terms & Conditions

Promo period: 00:01 – 23:59 (GMT) every Saturday-Sunday

1. If you haven’t made your first deposit, please do so to claim your Welcome Bonus, after which you can take part in this promotion. Welcome Bonus Terms and Conditions apply.

2. The promotion period starts at 00:01 on every Saturday and finishes at Sunday 23:59 (GMT).

3. Only House takings from real money funds on Live games only during the promotion period will count towards the cashback credit.

4. Cashback will be credited by 5pm (GMT) on the next working day after the end of the promotion. Pay-out could be delayed if we were to experience any technical difficulties.

5. The percentage of the cashback offer and maximum amount per player are detailed as above on this page.

6. All losses on Live games count towards the cashback.

7. Deposit a minimum of $/£/€20 with bonus code: LiveBoost on the day of the promotion and make at least 20 real-money bets to be eligible for the cashback.

8. Minimum cashback in the promotional period will be $/£/€1 – awarded if the House wins.

9. No wagering is required on the cashback bonus.

10. Any cashback must be claimed within 7 days.

11. In order to be eligible to receive this cashback offer, you need to wager at least $/£/€20 during the applicable promotion period.

12. For details of the applicable betting limits and other rules that apply to all our promotions, please refer to our General Promotion Terms and Conditions.

Dear isadoro21,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if you claimed the Welcome Bonus when you made your first deposit into this casino?

Did you enter the bonus code LiveBoost on the day you wanted to activate the cashback promotion? When exactly did you make this deposit and how much did you deposit?

Which games did you play while the bonus code was active?

Have you contacted customer support to inquire about the status of your cashback bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear isadoro21,

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.