Cashback Problems & Fixes
Most cashback complaints come from a mismatch between what people expect and how the offer actually works. Here are the common ones and what is behind them. When in doubt, the promotions page terms are the source of truth.
Paid as bonus, or less than you expected
Paid as bonus, not cash: the offer paid bonus credit with a wagering requirement (CasinOnline standard 30x) rather than real money — check whether it is a cash or bonus offer before claiming. Lower percentage than expected: rates often scale with VIP level, so a headline figure may be the top tier only. Cut by a win: cashback is on net losses, so a win during the period reduces the amount.
Capped, scheduled, or needs opt-in
Capped at a maximum: most cashback has an upper limit, so a big losing run will not return the full percentage. Paid on a schedule, not instantly: cashback lands at the end of the cycle — weekly or monthly — not the moment you lose. Didn't arrive at all: some offers need a one-time opt-in before the period starts, so check you are actually enrolled. If a payout still looks wrong after all this, contact support with your account and the period in question.
Frequently asked questions
My cashback was paid as a bonus, not cash. Why?
That offer pays bonus credit rather than real money, so it carries a wagering requirement before you can withdraw. Check the offer terms next time to see whether it is a cash or bonus cashback deal.
Why did I get no cashback after a losing week?
Common causes: you needed to opt in first, you finished the period net up once wins are counted, or the payout cycle had not closed yet. Confirm you are enrolled and that the period has ended.