Hi,
We need to clarify the information in this review, as it is factually incorrect.
Cashback is calculated as total deposits minus total withdrawals during the cashback period, with the applicable VIP percentage applied. This applies to all withdrawals, including leaderboard prize withdrawals. In this case, a leaderboard prize was withdrawn during the same period, which correctly reduced the cashback amount. The calculation was reviewed and confirmed by our team, and no error occurred.
You then proceeded to contact live chat to request account closure, stating that your gambling was becoming unmanageable. This request was handled respectfully and promptly, and the account was closed within the hour in line with our responsible gambling procedures.
At no stage was there any disrespect shown by our support team. We have reviewed the live chat logs, which confirm that clear explanations were provided multiple times regarding the cashback calculation. As the calculation was correct and in line with our terms, the outcome did not change.
We stand by the accuracy of the cashback calculation and the conduct of our support team.
We wish you all the best moving forward and appreciate the time you spent with us.
— Slapperzz Support Team