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I have been a VIP player and customer at this casino for 13 months.

I have had 3 different vip managers.

I am at a very high level of vip status.

I have deposited over $30000 at this casino since joining.

I deposit every single week and have 60 pages full of deposits.

I have done 1 withdrawal during this 13 months and everything went fine.

Now for my issues.

1. I have an agreement with management that once I deposit $100 or more i get 25% of this as a cash bonus, if I have won from regular free spins, this is removed from the over deposits, if i withdraw the same thing. lately they have breached this agreement and use the free spins (non-vip players get) and used this wrongfully so they do not have to give me as much.

2.I have asked multiple times to be referred to a higher casino manager, instead I get the same email and someone that isnt higher than my vip manager, there is no phone contact for this casino so I cannot even discuss this with anyone.

3.My level of vip status barely moves with points, so I get nothing from it, for example this week I was wagering $30 AUD spins per spin and for 5 hours straight and my points lifted 1000 points, how is that possible? I am stuck on on a high level that gives me no benefits at all.

4.due to recently wagering so much I was 2nd in this vip tournament that I was invited to by my vip manager. I had 140.000 points, I wanted to watch how the top 10 operated to see if there was any suspicious activity and there was, I was several players under me gain 200.000 points in 5 minutes, I even saved the screenshots to see, I kept watching every 10 minutes every 30 minutes, first it starts gradually, then it explodes, which is impossible as if I wagered $30 aud spin for 5 hours straight and only gained 140.000 points even if a player bet $100 or $500 per spin they coulnt gain such points in 5 minutes. which means I believe the tournaments are used with staff to make sure you dont gain a big prize.

5.my best history has been removed where i wanted to prove the amount i was betting per spin and for how long, when I asked customer support today how much is a point worth, they couldnt answer and didnt even know.

6.I know this casino is not a scam and i know all the bonus terms and rules, but as a high vip player that has had an agreement for 13 months that has spent over 30k in 13 months that has over 600 deposits that deposits every single week, always loyal, giving this casino much profit, im being highly neglected and being able to speak with someone in a high position is almost impossible, I need help with this. I am not sure what is the exact amount they owe me in vip bonuses and I am not sure how to entirely prove the tournaments, but ive been patient kind and unselfish for a long time, but now things are getting worse for me and you dont expect this when you continue to deposit and be loyal and gain vip status.

Please help me with this

Kind Regards

Dear biginkedaussie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account this time? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically or for revoking your bonus privileges.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Good afternoon Pentroela.

Firstly thank you for getting back to me so promptly during the holidays. I do not have too much time today, so I will try to explain.

I have had an agreement with the casino that I due to my high status of VIP level, as you can see in their terms, you get increased bonuses, free spins, cashback etc. Unfortunately this never occurred due to my status being so high of around $660.000 thousand AUD dollars, the cashback is only given if you loss $1500 in 24 hours. Unfortunately you also never randomly get free spins or bonuses from this status, basically its useless, my vip managers agreed with this in the past so we set up a plan with higher management. when I would deposit $100-200 or more I get 25% cash bonus. when I got my newest vip manager he changed the conditions, he told me the regular offers that normal players would be part of the deposit total, I accepted this as I would still at least get something due to my losses, now he has changed it again where "REGULAR" PROMOS that every single players gets including a newbie that can deposit 30 AUD, has been included in my 25% meaning I am at a loss even though im such a high vip player. I have tried multiple times to show him proof and also he is aware of this agreement as we have had it in writing for a very long time, but he has turned terrible, he even became personal, everytime I ask to speak to the manager of the casino or someone higher he declines, as you know they do not even have a phone contact. How can an online casino not have a manager of operations or something to discuss such issues? Anyway I asked for a new vip manager and still got no reply. It's all very suspicious, the last casino I was a very high vip player at I came here and they were also neglecting my vip status and casino guru helped me get in contact with the manager of the casino and we talked and figured it out. I am trying to ask this from you again, because this time there is no phone contact, my vip manager is inadequate and is basically trying to make it so I either miss out on regular promos or I get a 25% cash bonus, which is absurd, because that means because im a vip I get that but miss out on the other, so what is the point of being a vip?

Also I have suspicious about their tournaments I have taken screenshots of the timestamps, the points increased, the transcripts of my huge bets and the difference, but right now I dont have time to put it all together, so for now I am just trying to get in contact with a manager from the casino and not just a vip host/account manager.

I hope you can help me.

merry christmas and kind regards

Thank you, biginkedaussie, for the clarification. Could you please forward any relevant communication to petronela.k@casino.guru?

Yes thank you. I will be providing more details today via email. Still haven't even heard from management kind regards

Thank you, biginkedaussie, for your email. I'm sorry to hear that another problem has arisen. Could you please attach a screenshot of your bonus history to the relevant communication once you will be sending it to me?

Thank you. I already sent you an email this morning. The email is tr******s@hotmail.com I will wait for your response and send more proof if needed. Thanks

I can see from the forwarded screenshots that your account has been audited and it will take 3-5 business days (from the 4th of January). Please allow some time for the audit to be concluded and afterwards we will intervene based on the findings. Thank you very much in advance.

No problem Petronela, I am not sure what is happening thus far, was suspended on the 4th of Jan now it's the 11th of Jan still suspended and no email from anyone.

Kind Regards

Good morning friend. Just an update on my account. It's now been 12 days. They have restored the $300 that was missing from my own balance. However my account is still suspended. 12 days and still not one single reply can't play any slots only log in. Support has apologized over and over. Today was the latest and they said they will try and find out why and email me. It's strange they fixed the hard part yet no emails account still locked and not even an apology for going through all this. Anyway I hadn't heard anything from you so I thought I'd update you. Hopefully this issue is resolved and I can inform you of this as soon as possible. Kind regards

UPDATED: Tiffany from management has unlocked my account and the $300 issue is now fixed, she has also assigned my a new vip account manager, meaning I will be awaiting for a meeting with the account manager, as far now I as the other part is regarding vip discussions, I will give them a chance to discuss this with me as the new manager for me, so you may close this case and call it "resolved" if there are more issues moving forward I will inform you and approach you, thank you very much for your help. also I wont change the casino rating until I see how im treated, if its good then I can go back to the days where everything was great. thanks again and take care!

Kind Regards

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, biginkedaussie, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru