The player from Germany, who regularly deposited around 2,000 Euros in the casino, had been demoted from Silver to Wood status due to infrequent activities according to the casino. The player was unhappy with this automated decision. We had explained that we couldn't intervene in the casino's decision to downgrade the player's VIP status as it was the casino's prerogative to categorize players. We had requested additional information from the player, but due to lack of response, we had to reject the complaint. However, the complaint could be reopened if the player decided to resume communication.
Boomerang Casino - Player demoted in casino's loyalty program.
Amount: ??
Boomerang Casino
Safety Index:Very highSafety Index
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9.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I've been playing in this casino for quite some time, usually depositing around 2000 Euros each time!
My status was at Silver until the 30th of December, but suddenly I was demoted to Wood status! The explanation I received was that my activities were too infrequent, and such actions are automated! So, how much am I supposed to deposit????
This casino is simply exploiting its players!
Automatic translation:
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11 months ago
Dear Honey19,
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, 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,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Dear Honey19,
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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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
