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Money withholding: Since November 17, 2025, I have not been credited with the full amount of Cashback owed. By doing so, the casino is violating its VIP obligations and damaging my cash balance.

Unacceptable lack of communication: My assigned VIP manager has not responded for 14 consecutive days, as a VIP player I have no benefits, bonuses, etc. for 14 days and I am losing a lot of money, the online support is completely useless there and the VIP department does not communicate at all and refuses to pay out the weekly cash back.

Zadržování peněz: Od 17.11. 2025 mi nebyl připsán dlužný Cashback v plné výši. Tímto kasíno porusuje své VIP závazky a poškozuje mou peněžní bilanci.

​Neakceptovatelná nekomunikace: Můj přidělený VIP manažer nereaguje již 14 po sobě jdoucích dní, jako VIP hráč nemám po dobu 14 dní vůbec žádné výhody, bonusy atd. a přicházím tím o spoustu peněz, online podpora je tam naprosto zbytečná a VIP oddělení nekomunikuje vůbec a odmítá vyplatit týdenní cash back.

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Dear Speech,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. To fully understand the situation, I would like to ask you a few additional questions:

• Have you ever received such a bonus in the past? If yes, when was it and in what amount?
• Have you met all the conditions required to be eligible for this bonus?
• Do I understand correctly that your disputed value is 10,000 CZK? This seems quite high for a cashback amount, so I would like to confirm it with you.

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

Best regards,

Petra

Dear Speech,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru