BC.Game Casino - VIP nivo igrača je smanjen.

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Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your issue.

While we understand your disappointment regarding your casino VIP status, we regret to inform you that we are unable to intervene in the casino's decision. Each establishment maintains its own proprietary VIP tier structure, and we respect their autonomy in determining the criteria for advancement or demotion. This position is consistent with our policy of non-interference in promotional offer decisions. The casino retains the sole discretion to categorize players and establish the requirements for each classification.

Please let me know if there is any additional information I may have overlooked, but I’m afraid I will have to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Attila

Dear Attila,

Thank you for your response. However, I believe there is a misunderstanding regarding the core of my complaint.

I am not disputing the casino's general VIP structure or their right to set criteria. My complaint is based on a Specific Commitment made by the casino's authorized representatives (Don and Waks).

They explicitly promised me in writing (as seen in the attached screenshots) that I would receive a 'Gift Pack' and a specific resolution. Based on this professional assurance, I continued my engagement with the platform. This is not a matter of 'promotional policy' but a matter of Misleading Information and Breach of Commitment by the staff.

If a casino's official support team provides a direct promise to a player, shouldn't they be held accountable for it? I request you to reconsider this, as the evidence clearly shows the casino went back on its own word.

Please review the chat transcripts again where the specific promise was made."

Dear Attila,

​I am now attaching the specific evidence that I mentioned earlier. Please look at these screenshots of my conversation with the casino's official representatives, Don and Waks.

​As you can see, they clearly promised me a 'Gift Pack' and a specific resolution. This isn't just about VIP policy; it's about the casino's own staff making direct commitments and then failing to honor them.

​Please review these images and reconsider my case based on this clear evidence of misleading information provided by the casino support.

​Thank you."

Dear Lullaby888, Thank you for your response. I would like to inform you that, unfortunately, we are unable to compel casinos to apply bonuses and benefits to your account based on VIP tiers. From your correspondence with the casino, it appears that they are currently in the process of manually adding a Gift Pack to your account, and it should be reaching you shortly. I understand that these procedures can take some time, so I kindly ask for your continued patience. Please feel free to share any updates with us regarding the Gift Pack as soon as you receive it.

In the meantime, could you please confirm whether you have deposited any funds in order to claim this promotion?

Thank you for your understanding.

Best regards,

Attila

Dear Attila, thank you for the update. Regarding your question, I have NOT deposited any new funds yet. The casino representative (Don/Waks) had previously promised these rewards based on my loyalty and high wager history without any additional deposit conditions.

I am still waiting for the Gift Pack to reflect in my account. I will keep you posted the moment I receive it. However, I hope the Gift Pack is substantial enough to cover the VIP benefits I was promised, as I have been waiting for over a week now."

Dear Attila,

No, I haven't received any email or message from the casino regarding the Gift Pack, nor has anything been added to my account yet. It has been several days since your last update, and the casino is still not delivering on their promise.

It seems they are just stalling the process. I request you to please ask them for a specific timeline or a transaction ID for this 'Gift Pack' because, as of now, my account shows nothing."

Thank you for your response and for providing further information.

Unfortunately, we wont be able to offer further assistance with this complaint. As mentioned previously, we do not resolve complaints regarding VIP or loyalty bonuses. The casinos may change the rules of their VIP or Loyalty policies at any time.

We are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

I apologize for not being able to provide more assistance in resolving this case. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila