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Hi mikk - welcome back.

Please ensure you have read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Infiniza Limited license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – https://casinoreviews.com/terms-of-use

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Firstly, cancelling a withdrawal is not the same as depositing funds. If I deposit €50, withdraw it, cancel the withdrawal, I've still only deposited €50, not €100. A deposit is fresh funds. Have you made actual deposits during the relevant period?

Secondly, this happened in November of 2023 and it's now September 2024. Can you explain why there's been such a significant delay in submitting this complaint?

Finally, can you please forward all correspondence you have had with the operator, including the promotional email, to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Hi,

I have made actual deposits total 8040 € from 16 to 18 November.

I had forgotten about this case, so I'm filing a complaint only now.

I sent all correspondence with the operator, including the promotional email to complaints@casinoreviews.com.

Hi mikk,

What specifically is it that has brought this matter back to your mind now?

Thanks,

CasinoReviews.com Complaints Team

Hi,

I have been frustrated by delayed withdrawal requests that have not yet been processed.

Hi mikk,

Firstly, raising complaints about unrelated issues when you later become frustrated with something else undermines the credibility of your claim. This could be interpreted as a vexatious use of the complaint system in an effort to punish the operator for an unrelated infraction. We will review your claim in this instance, but in future if you have a complaint you should raise it promptly at the time the issue occurs.

Reviewing the email communications between yourself and the operator, it appears that you are looking to argue that cancelled withdrawals qualify as deposits, and that your cashback claim seems to be significantly based on cancelled withdrawals. As highlighted in our first response to your claim, a cancelled withdrawal is not the same as a deposit.

Can you please provide payment account statements for the period in question showing the funds that you actually deposited to Refuel Casino on the days in question? You can send it to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Hi,

I sent payment account statements for the period in question showing the funds that I actually deposited to Refuel Casino on the days in question email to complaints@casinoreviews.com.

Hi mikk,

Thanks for your email. However, this screenshot only shows transactions to EnergyCasino and VivoBet. There are no transactions shown to Refuel Casino.

CasinoReviews.com Complaints Team

**Hi,**

**I deposited to Refuel Casino with Neteller and the recipient was VivoBet. Refuel Casino uses VivoBet's Merchant account for Neteller transactions. You can check this at Refuel Casino.**

Hi mikk,

Can you provide screenshots of your Refuel Casino account, showing the matching deposit values/dates to the VivoBet transactions?

Thanks,

CasinoReviews.com Complaints Team

Hi mikk,

We're following-up on our previous communication - can you provide screenshots of your Refuel Casino account, showing the matching deposit values/dates to the VivoBet transactions?

Thanks,

CasinoReviews.com Complaints Team

Refuel Casino has blocked logging into the game account while the account is being verified.

Hi,

I sent payment account statements for the period in question showing the funds that I actually deposited to Refuel Casino on the days in question email to complaints@casinoreviews.com

Hi mikk.

Can you please confirm that you consent to our service sharing your personal information with the following parties, and that you consent to these parties sharing your personal with our service:


- Refuel Casino
- 79 Affiliates
- Infiniza Limited
- Malta Gaming Authority

Thanks,

CasinoReviews.com Complaints Team

Hi,

I consent to your service sharing my personal information with the following parties, and that I consent to these parties sharing my personal information with your service:

- Refuel Casino
- 79 Affiliates
- Infiniza Limited
- Malta Gaming Authority

Thanks,

Date – 06/10/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 13/10/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 20/10/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 27/10/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 03/11/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi mikk,

Please provide screenshots of your transaction/bonus history for the date of the 20/05/2024.

Thanks,

CasinoReviews.com Complaints Team

Hi,

I sent the requested screenshots to complaints@casinoreviews.com

Thanks,

Hi mikk,

The operator has identified an error in their calculations that resulted in you being credited less cashback than you were entitled to.

At this juncture we do need to remind you that cancelled withdrawals would not be considered deposits. The operator should have credited €2001.10 to your account. Could you please check and confirm?

Thanks,

CasinoReviews.com Complaints Team

Hi,

I can confirm that the operator have credited €2001.10 to my account.

Thanks,

Hi mikk,

Thanks for the confirmation - it is appreciated 🙂

CasinoReviews.com Complaints Team

The player has confirmed that the missing cashback has now been credited to their account.

Hi,

I haven't received cashback regarding promotion?

I deposited money total 8040 € from 16 to 18 November. I lost around €8,000 daily from 16 to 18 November, I should have received €2,000 cashback daily.  I have also deposited money into the account by canceling several €5,000 withdrawals a day. Deposit in the menu is one possibility to deposit money into the account by canceling withdrawals. Attached screenshots. So the campaign should have resulted in €6,000 in cashback. I didn't get any cashback for any day's losses?

Refuel Casino - Missing cashback

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