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Hi fcolonna - welcome back to ThePOGG.com!

My opinion here is that you're probably right, but that it likely won't make any difference.

If you have the transcript of the chat where you were offered this bonus that would be useful. It seems likely that WinBig21 have changed their mind regarding the quality of bonuses they are prepared to offer you. You were absolutely right to decline the instalment plan that WinBig21 offered you - had you accepted that you would not have received the agreed upon bonus. That said I think it's highly unlikely you'll receive the agreed upon cashback.

If you have a transcript forward it on and I'll approach WinBig21.

I would also highlight that both the complaints you've submitted have been against casinos with substantially negative reputations. I'd strongly advise you to review our <a href="http://thepogg.com/recommended-casinos/" rel="nofollow">Recommended Casinos</a> list before signing up to any more casinos.

Thanks,

ThePOGG

Unfortunately, I don't have the transcription where they offered to me the cashback. But I talk about this cashback many times on chat and they confirm that this cashback was offered to me. 
For example here:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">info: You are now chatting with '[WINBIG21-2]'
[WINBIG21-2]: Hi 
[WINBIG21-2]: How may i assist you ?
fcolonna: hello. do you have the same offer I received by email: 600% bonus, x26, no max cashout, cashback 390, max cashout of the cashback x3?
[WINBIG21-2]: Hello 
[WINBIG21-2]: How are you ?
fcolonna: I saw now your offer 610% with x26...
[WINBIG21-2]: Yes sir
[WINBIG21-2]: This is the very special offer! </blockquote>

I'm sending the others chat I had with the casino:

chat number 1:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">Chat Transcript 
fcolonna: can i have the cashback?
[WINBIG21]: Sorry but we have suggested you good games 
fcolonna: I SEE!
[WINBIG21]: Please give a moment
[WINBIG21]: Sorry right now we can credit 100 euro for your account 
fcolonna: but i have a bigger cashback
fcolonna: of 390
[WINBIG21]: You will get this 390 in parts 
[WINBIG21]: Due to some technical issue
fcolonna: what does it means "in parts"?
[WINBIG21]: Means 100,100,100
[WINBIG21]: I have credit the 100 euro right now
fcolonna: sorry but I prefer to wait and receive all the amount
[WINBIG21]: So,please check your balance 
fcolonna: also because I'm seeing a very high pt
[WINBIG21]: No need to worry
[WINBIG21]: Start playing now 
fcolonna: Yes, I am worried
fcolonna: I prefer to receive all the ampunt Tomorrow with the usual pt and max cashout 
info: Your chat transcript will be sent to falk11[@]yahoo.it at the end of your chat.
[WINBIG21]: No need to worry 
[WINBIG21]: Just play with the 100 euro now
fcolonna: is it a gift?
[WINBIG21]: This is a cashback
fcolonna: in this case it is not the cashout you promised to me
fcolonna: if you can't to give me now the complete cashback, I'll wait
[WINBIG21]: Yes i am telling you that
[WINBIG21]: Not an issue
fcolonna: the cashback combined is 390 with ptx30 and max cashout x3
[WINBIG21]: Yes
fcolonna: it is very different from 100 euros with pt x60 e max cashout x1.5!
[WINBIG21]: Sir i have told you that please start playing with this money 
[WINBIG21]: Till the issue will resolve 
fcolonna: but i can wait for the solution of the technical problem
fcolonna: i can come back tomorrow
[WINBIG21]: Okay
fcolonna: tks</blockquote>
 
CHAT NUMBER 2 (in italian):

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">From: Rick123 
Sent: Saturday, August 30, 2014 4:52 PM
To: fcolonna 
Subject: Transcript of your chat
 
The following is a record of your online chat. 
General Info 
Chat start time Aug 30, 2014 10:48:18 AM EST 
Chat end time Aug 30, 2014 10:52:31 AM EST 
Duration (actual chatting time) 00:04:12 
Operator [WINBIG21-3] 
Chat Transcript 
info: Please wait for a site operator to respond.
info: You are now chatting with '[WINBIG21-3]'
[WINBIG21-3]: salve
fcolonna: salve
fcolonna: posso avere il mio cashback?
[WINBIG21-3]: come posso auitrala?
[WINBIG21-3]: posso darli 100 euro
fcolonna: ancora?!!!!
[WINBIG21-3]: adesso giocare perfavore
fcolonna: sono passati DUE giorni e ancora non potete darmi il mio cashback?
fcolonna: no, non gioco
[WINBIG21-3]: ok.
fcolonna: il mio cashback è di 390 con pt x30 e max cashout x3
[WINBIG21-3]: aspetta
fcolonna: se io accetto le vostre pfferte è anche per il cashback
[WINBIG21-3]: 1 ora
[WINBIG21-3]: perfavore
fcolonna: se voi non mi date il cashback, non accetterò più le vostre offerte
fcolonna: ok
fcolonna: torno tra un'ora
[WINBIG21-3]: ok</blockquote>
 

CHAT NUMBER 3:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">From: Rick123 
Sent: Saturday, August 30, 2014 7:20 PM
To: fcolonna 
Subject: Transcript of your chat
 
The following is a record of your online chat. 
General Info 
Chat start time Aug 30, 2014 1:12:23 PM EST 
Chat end time Aug 30, 2014 1:20:05 PM EST 
Duration (actual chatting time) 00:07:42 
Operator [WINBIG21-4] 
Chat Transcript 
info: Please wait for a site operator to respond.
info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
info: You are now chatting with '[WINBIG21-4]'
[WINBIG21-5]: Hi 
[WINBIG21-5]: How may i assist you ?
fcolonna: hello. can i have my cashback?
[WINBIG21-5]: I have checked your account 
[WINBIG21-5]: We have already credited your cashback for 100 euro
[WINBIG21-5]: Please check your balance and start playing !
fcolonna: please, I am tired to explain the same thing to agents that don't know the situation
fcolonna: can I talk with a responsible that knows which cashback I have to receive, please?
[WINBIG21-5]: You can please contact after 30 minutes
fcolonna: ok</blockquote>
 
I understand your suggestion about casinos with negative reputation! 
I hope you can help me, thanks for your work.

Now the casino gave me the combined cashback. I don't know if it is thanks to your help, but I think you can consider closed che complaint.

Hi fcolonna,

I can say with certainty that my input here has had zero effect on the outcome. While I have sent a generic email to WinBig21, it doesn't contain any details of the specific complaint and simple asks them to get in contact. As such there's no way the casino could know about this specifics of this complaint.

I'm going to mark this up as 'Resolved' - I'm glad to see the honoured the original agreement.

ThePOGG

Some confusion and technical issues surrounding the awarding of cashback were resolved before we contacted WinBig21 and the player was paid.

Some days ago, I have accepted a promotion "610% unlimited" off the casino, (the agents that offered this promotion were [EDIT] and [EDIT]): bonus of 610% no max cashout with cashback of 390, pt of the cashback x30 and max cashout of the cashback x3. The deposit was of 90 euros. I already used promotions like this in the past, without problems and generally I have received the cashback promised. This time, the casino did not respect your words, and tried to give me a very little cashback. The online assistance answered to me in this way:
 
 fcolonna: can i have the cashback?
 [WINBIG21]: Please give a moment
 [WINBIG21]: Sorry right now we can credit 100 euro for your account 
 fcolonna: but i have a bigger cashback
 fcolonna: of 390
 [WINBIG21]: You will get this 390 in parts 
 [WINBIG21]: Due to some technical issue
 fcolonna: what does it means "in parts"?
 [WINBIG21]: Means 100,100,100
 [WINBIG21]: I have credit the 100 euro right now
 fcolonna: sorry but I prefer to wait and receive all the amount
 [WINBIG21]: So,please check your balance 
 fcolonna: also because I'm seeing a very high pt
 [WINBIG21]: No need to worry
 [WINBIG21]: Start playing now 
 fcolonna: Yes, I am worried
 fcolonna: I prefer to receive all the amount Tomorrow with the usual pt and max cashout 
 [WINBIG21]: No need to worry 
 [WINBIG21]: Just play with the 100 euro now
 fcolonna: is it a gift?
 [WINBIG21]: This is a cashback
 fcolonna: in this case it is not the cashout you promised to me
 fcolonna: if you can't to give me now the complete cashback, I'll wait
 [WINBIG21]: Yes i am telling you that
 [WINBIG21]: Not an issue
 fcolonna: the cashback combined is 390 with ptx30 and max cashout x3
 [WINBIG21]: Yes
 fcolonna: it is very different from 100 euros with pt x60 e max cashout x1.5!
 [WINBIG21]: Sir i have told you that please start playing with this money 
 [WINBIG21]: Till the issue will resolve 
 fcolonna: but i can wait for the solution of the technical problem
 fcolonna: i can come back tomorrow
 [WINBIG21]: Okay
 fcolonna: tks
 
 Obviously, it did not exist any "technical issue". After three days insisting and many conversation on chat, I understood that the agents promised to me a cashback that was not available! 
 
 Obviously, receiving the cashback in three or four parts of 100, with a big pt x60 and a max cashout ridiculous of 1.5, it is very different than playing with 390 euros with a pt x30 and a max cashout x3!
 
 I remember I am a very good customers of this casino, so I think It is very stupid this behavior: winbig21 is not interested in my money? The agent on phone beg me to accept the cashback in parts but obviously I did not accept and I did not begin to play. Playing will be a proof that I accept their conditions.
 
 I'm waiting for your opinion and I hope the management of the casino solve this problem asap, if they want that I'll continue to bet at winbig21.

WinBig21 - Refuses to give me the promised cashback

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