Caliente Casino - Player is denied VIP level upgrade.

Hello, my complaint is that Caliente Casino has refused to upgrade me to the Platinum VIP level. I accumulated the necessary points for this a while ago, but they told me it is by invitation only, which is not stated in the area where you progress through levels. There, it just indicates the points you still need, but it doesn't specify that they need to send you an invitation, and that they have a specialized department for this according to them. Therefore, I don't know what else I need to do since I have already exceeded the required points, deposited a total of 350,000 pesos, and withdrawn 150,000 pesos. I have lost more than half of my deposit, and my account has been active daily for over a year, meaning I've lost quite a lot for them to deny me the relatively small bonus of 1,500 pesos. Throughout the entire year of 2023, they have not gifted me a single bonus, not even a cashback or anything similar. They just keep telling me to wait and to continue playing, despite the amount that I've wagered, expressing that it's a considerable sum for them to deny me such a small bonus. I hope that you can help me. Also, in the section where you level up, it never specifies that this is by invitation only. This is something they tell you when you ask them why you haven't been upgraded to the next level, which is quite disappointing..

Dear armandodlf55,

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

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 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.

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.

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

Dear armandodlf55,

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.

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.