Paypal — not received cashback voucher

Address:

560010

I have booked movie tickets in bookmyshow, using paypal and it was first transaction. Till now i haven't received cashback. When i call customer care, they are saying like i am not eligible and they are not providing proper reason. This is not done. Atleast they should inform us what is the reason behind. Or else remove offer from bookmyshow. If this is case, people will never have tryst on paypal and they will not use it.