Thank you for your response.
My concern is not simply the bonus terms themselves, but how they were applied in practice. During the cashback session, bets were accepted without any real-time warnings or blocks, yet the balance was later voided retrospectively. Under similar cashback conditions I had also previously completed a successful withdrawal, which contributed to my understanding of how the system was enforcing the rules.
In addition, after raising this point in discussions with the VIP manager, communication stopped. I contacted customer support repeatedly over several days and was told a reply would come shortly, but no response was provided.
I later accepted the proposed AUD 1,000 settlement in order to resolve the matter amicably, however I am still waiting for confirmation and processing of that agreement.
I hope SlotLords can review this and reach out so the matter can finally be concluded.
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