Bonus terms and conditions violated by casino!?

Emzidee1 United Kingdom

I’ve played on this website and noticed the weekly 10% cashback on net losses each Sunday.
So, last week, I made a deposit and ultimately won.
Looking on the gaming history on my account, I played through just over £37,000. This obviously was including spins at £3 in which some I won with and some I didn’t. Anyway, I managed to withdraw approx £2000 and had no issues with that.
However, I was expecting 10% cashback on my net losses of gameplay on Sunday of last week. I didn’t get this. So, I got on to live chat and they told me I wasn’t eligible for the bonus as I’ve withdrawn more than I deposited. This would of course been absolutely fine with me had the terms and conditions of this bonus was DEPOSITS made minus withdrawals.
However, the terms and conditions specifically state that the cashback is based on BETS made minus winnings. It even goes on to give the following example

The 10% weekly Money Back as a Bonus payments will be awarded for real money net losses (real money bets minus real money wins), during the qualifying period. For example, if you wager a total of £600 and you win £200 from your bets, your Money Back as a Bonus will be calculated on your net losses, as follows: £600 - £200 = £400 net losses.

Now, this tells me that regardless of my £2000 approx withdrawal, I should still be eligible for some cashback as the net losses on my spins were far greater than the £2000 I withdrawn.
I have stated their terms and conditions to the person on live chat and they are adamant that I’m reading the terms and conditions wrongly.
They are saying that cashback is in fact calculated by your deposits made during the week, minus your withdrawals in the same week.
I have been through all my gaming history for the week 10th-17th March adding up all my bets minusing any wins I had and I have worked out that I should be eligible for the maximum of £500 cashback on my losses.
Rolla casino are refusing to give me this though as they are still adamant that I’m reading the terms of this bonus incorrectly

Could you please check this out? Am I wrong in thinking that the cashback is based on all bets wagered?

Thanks

AskGamblers

Upon reviewing your complaint AskGamblers Complaints Team reached to the conclusion that your accusations and/or demands against the aforementioned casino brand are not justified enough and/or are not supported with the relevant evidence to prove the uprightness of your statements and claims. It is of crucial importance to know that AGCCS /AskGamblers Casino Complaints Service/ does not allow the acceptance of complaints which are not justified enough and therefore your case is being rejected. Feel free to submit a new complaint though, however make sure to support your new claim with enough reasonable arguments and solid proofs.

For your convenience, please find below list of the relevant proofs and/or details which AskGamblers Complaints Team is expecting from you to provide:

- screenshot from the particular cashback offer you are referring to along with all the relevant terms and conditions;

- copy of your game log referring to the disputed time frame with all details clearly visible.

Complaint Info

Disputed casino

Reason

Rolla Casino Complaints

Rolla Casino - Refusal to pay owed winnings without valid justification

Rolla Casino - Troubles with a withdrawal