HomeComplaintsBigWin Casino - Player did not receive benefits after reaching VIP20 level.

BigWin Casino - Player did not receive benefits after reaching VIP20 level.

Amount: 1,000 R$

BigWin Casino
Safety Index:Below average
Submitted: 29 Mar 2024 | Case closed : 13 Apr 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from Brazil, after achieving the VIP20 level, had not received the expected benefits. He had attempted to address this issue with the casino through various communication channels, but it had remained unresolved. We had informed the player that we were unable to influence the casino's decision regarding VIP status changes as each casino had its own rules and criteria for categorizing players. The player had been given an extension of 7 days to provide additional information or request further assistance. However, due to his lack of response, we had to reject the complaint.

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7 months ago
Translation

After reaching VIP20 level with accumulated points and deposit, I did not receive the promised amount.

I contacted the chat and the operator assured that the platform would make the deposit the next day. However, it did not happen. I have also tried to reach out through chat multiple times, but it always ends in an error, and they close the window without a response.

I have screenshots of both before and after reaching VIP19 and VIP20 level, as well as the initial chat conversation.

Automatic translation:
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7 months ago

Dear mateuscubocubo,

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

However, even if your casino VIP status has been downgraded or upgraded, we are unable to compel the casino to reinstate your previous status. Each gambling establishment has its own VIP tiers, and we cannot dictate the rules or determine who should be upgraded or downgraded. This principle aligns with our approach of not intervening when a promotional offer is not granted to a player. The casino itself determines how it categorizes players into different levels and establishes the criteria for such classification.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced 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,

Nick

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7 months ago

Dear mateuscubocubo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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6 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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