OnlyWin Casino - Deceptive Cashback Practices & Hostile Customer Service

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TL;DR:​

• Deposited over $1,600 CAD in one month at OnlyWin Casino
• Their published cashback formula: (Total bets excluding bonus bets - Total wins excluding bonus wins) * Cashback %
• Should have received ~$25 cashback on $500 deposit (completely lost)
• Received only $7.79 with multiple contradictory, nonsensical explanations
• Customer service ranged from incompetent to openly hostile
• They refused to provide MY OWN betting data, claiming it was "confidential"
• AVOID this operation entirely unless you enjoy mathematical puzzles and verbal abuse

Full Story​

Long-time player here wanting to warn everyone about OnlyWin Casino's deceptive practices and abysmal customer service. I and have never encountered such blatant dishonesty combined with terrible customer support. Avoid these guys, I shudder to think what they might do to avoid paying out a win if this is how they treat a $17 cashback dispute.

The Cashback Scam​

OnlyWin advertises a weekly cashback program with a clearly stated formula: (Total bets excluding bonus bets - Total wins excluding bonus wins) * Cashback %

Last week, I deposited about $500 CAD, played through it entirely, and ended with ZERO balance. I made NO withdrawals. Simple math says I should receive 5% of my losses, which would be approximately $25.


Instead, I received a measly $7.79. When I questioned this, I received multiple contradictory explanations:

1. First, a rep claimed I had "winnings" of $1,731 against $525 in bets (completely false) and that I should have a cashback of zero.
2. Then they claimed my bonuses somehow affected the calculation (despite the formula specifically excluding bonus bets/wins)
3. Then they claimed any wins during play count against cashback, even if I lost them all back
4. Finally, they claimed that when playing with an active bonus, wins from real money go to "bonus balance" and don't count toward cashback

None of these explanations align with their published formula or basic math. Two weeks prior, I received $20.87 on roughly $430 in deposits (about 5%), proving they're inconsistently applying their own rules.

Shockingly Incompetent Customer Service​

The customer service experience descended from bad to outright insulting:

• Multiple agents contradicted each other and their own terms within minutes
• A supervisor claimed they "don't have the authority" to explain their own publicly-stated formula
• They flatly refused access to my own betting data, absurdly claiming it was "confidential" from ME
• Agents abruptly terminated conversations when presented with mathematical evidence
• One representative (Mark) insinuated I was being dishonest about not making withdrawals
• Their "customer service manager" (John) completely contradicted previous agents' explanations

The most revealing moment came when I presented their own formula and asked for clarification. The response? "Regrettably, we do not possess the authority to disclose the formula; I have communicated the situation to you as it stands, and I encourage you to accept it."

This level of incompetence and arrogance would be comical if it wasn't my money at stake.

Pure Business Malpractice​

What makes this situation truly mind-boggling is that I'm a high-value customer who deposited over $1,600 in just one month. Any casino with basic business sense would be cultivating this relationship. Instead, OnlyWin Casino decided to fight a scorched-earth battle over $17 in cashback while treating me with outright contempt for having the audacity to question their magical mystery math.


I've documented every interaction and filed formal complaints with relevant gambling authorities. Their steadfast refusal to provide access to my own betting data isn't just poor service—it likely violates basic data protection regulations that guarantee customer access to personal information.

Bright Red Warning Signals​

For anyone considering OnlyWin Casino, these aren major red flags— if they get this shady over a small cashback amount then god only knows what lengths they might go to if you land a big win. If you chose to play here, beware of:

1. Deliberately misleading formula implementation that changes when convenient for them
2. Stonewalling access to your own account activity with bizarre "confidentiality" claims
3. Support staff seemingly trained to obstruct rather than assist
4. Spectacularly poor business judgment—burning a $1,600/month customer over $17
5. Management that allows agents to provide completely contradictory explanations
6. Terms and conditions that apparently mean whatever they decide they mean on any given day

 

[OnlyWin casino]

Hi! Thank you for your feedback. I have also responded to you in private messages.

First of all, I’m truly sorry you had such a negative experience. Let me address the main issue regarding the cashback calculation.

You correctly quoted the formula for our cashback program, which is published clearly in the bonus terms:

(Total real money bets excluding bonus bets – Total real money wins excluding bonus wins) × Cashback %
It’s important to understand that cashback is not calculated based on total deposits, even if the entire deposit was lost. During gameplay, some bets inevitably result in winnings, even if those winnings are eventually lost again these winning bets are excluded from the cashback calculation.

So, the cashback amount is determined only by the value of losing bets made with real money, not by deposits.

Here support provided the details from your account:

• From April 21 to April 28:
  Total real money bets: 555 CAD
  Total real money wins: 465 CAD
  Net real money bets during this period: 90 CAD
  Cashback amount: 4.5 CAD (rounded slightly up)
• From April 28 to May 5:
  You had active bonuses during part of this period (8 bonuses in total).
  Bets made with bonus balance are excluded from the cashback formula.
  Real money bets during this period totaled 155.8 CAD, which is why you received 7.79 CAD cashback (5% of that amount).

You can view all your betting history directly in your profile. It's available in the History section located in the top header on our website.

Regarding your experience with customer support. I apologize that the support team wasn’t able to fully assist or explain things clearly. The team will take this feedback seriously and review how to communicate these details better going forward. OnlyWin values all players and aims to provide clear and fair service.

As a token of apology, support added an extra 17 CAD to your cashback. We’re committed to making your experience with OnlyWin better every day!