Legendz Casino - Promo credit denied after being told I was eligible

On April 3rd, I received an email offering a limited cashback promo. The offer stated that: If I suffered a net loss of 40SC, I would receive a 20SC credit the next day (and to give 24 hours for the credit to appear). I was delighted, and figured if I won, great! If I lost, the casino would have my back. So I went ahead and purchased 40SC that same day. I still had 1SC in my account from daily login bonuses and I received a 4SC boost due to an unrelated +10% promo going on during the same time period. So, I had 45SC to wager, and wager I did. I also lost.

Being patient by nature, I waited until the 5th to reach out to Live Chat and inquire about the missing credit. The individual in Live Chat assured me that my account was indeed eligible ("we are pleased to inform you that your account is eligible for this credit" were the exact words), and I was also assured that the matter would be escalated and the relevant team would reach out to me shortly to resolve this issue.

Nobody reached out. So I contacted Live Chat again on the 6th, and the robo-assistant was all that was available (no Live Agent). It understood enough of what I said, and presumably I was not the only person with this issue, because it responded with a general "if you are waiting for your missing 20SC credit, please be patient, and rest assured it will be credited within 24 hours" or something similar. It also directed me to the support email (because nobody had been available to directly help me). So I sent an email (I will attach all relevant emails, receipt, and the latest Live Chat conversation for reference). I stated in the email that, from the autoresponse given in Live Chat by the AI, I figured they were inundated with some technical issue and I had faith they would resolve my own case in due time. I just didn't wnt to get forgotten in the shuffle. I wished them well and hoped that customers weren't giving them too hard of a time over this. I have worked customer service for over 20 years, so I know how things can be, and I have a lot of respect for folks who work the field. There's very little thanks in it, and an unfair amount of abuse lodged at folks with usually little to no control over the issue at hand, so I don't get mean or rude, because there's no reason to. Plus, I genuinely believed they would resolve this appropriately.

I contacted Live Chat again, I believe on the 10th? I'm sorry, they told me they had no access to previous Chat transcripts, so I am not able to be exact about this particular date. But suffice it to say, I reached out to Live Chat again, was told I was eligible based on my account history for the time period in question, and that the issue would be escalated and the relevant team would be in touch with a resolution.

Again, nothing. Now, due to my own mistake, I had also begun an email conversation, attempting to resolve it through that channel, beginning on the 6th - but I hadn't noticed at the time that gmail was sending this correspondence from the wrong email. The conversation got all the way to "can you share a screenshot of the promo you are referring to?" "No problem, here it is" and finally "we cannot seem to find your account, please contact us from the email associated with your Legendz account". Ugh. So I clipped down the entirety of what I had already sent down to just my side of the conversation, and re-sent the whole thing from the correct email. The response I got made my blood boil. I was told that my account was not eligible for this promo and that it had a limited time frame for that eligibility, and, assuming that they were looking over the wrong time period, I responded, pointing to the dates and times of my previous correspondence and reminding them that I had spent over a week by that point attempting to get this handled.

Again, they responded that my account was not eligible. I went on Live Chat, asking for transcripts, which they said they didn't have. So I just laid out the issue right there. I also asked how, if I bought 40SC (ending up with 45SC after the purchase), lost 45SC, all on the same day as the offer, how was my account not eligible? Furthermore, why would previous support staff assure me (more than once) that I was eligible, if I was not? I said that none of it made any sense, and I felt lied to. The Live Agent said that they had tried to be patient with me, and since the conversation was going nowhere, they were closing the conversation, and they hung up on me.

All I want is the 20SC credit I was told I qualified for. The entire reason for buying 40SC that specific day was in order to take advantage of that promo. I was told I would receive it, and nobody at any point gave me any reason how I could lose 40SC and yet not be eligible. They just ignored me any time I asked directly for an explanation of how I did not qualify. I did, in fact, have a net loss of over 40SC that day (during the promo period), I was assured that I would receive the credit, and now over a week later, they have completely switched it up on me with no reasonable explanation. I don't think that's fair, and it's 20SC, for goodness sake. That's nothing to them. I shouldn't have such a hard time getting them to follow through on the offer they sent me when I fulfilled all the (simple) requirements and was subsequently told I had successfully done so by their own staff.

Anyways, I hope you folks can help me. I'm sending along everything I have right now that I think will be helpful. Please, let me know if you need anything else. I will be happy to help. And if somehow I'm wrong, I just want an honest, treat me like an adult explanation of how, you know? It wouldn't justify their staff saying I was eligible if I actually wasn't, but aside from that, if I missed something, I just want a clear understanding of where I went wrong so this kind of thing doesn't happen again. Really, I want my 20SC, haha... They did say I was eligible and all, but in lieu of that, if I am somehow misunderstanding the requirements and did not actually fulfill them, I just want someone to have the decency and respect to explain it to me so I don't feel this way anymore. It sucks feeling lied to and taken advantage of. Who knows how many other players only bought 40SC that day (like me) thinking they would be able to get this promo credit as a fallback the next day only to be told they didn't qualify (yet not told what led to that result). I can't have been the only person to do that, get strung along, and now feel bamboozled by this casino over a measly 20SC.

I'm rambling now. Sorry. Please help. Thank you.