Casino Extreme - Player's dissatisfied with the overall casino experience.

The above amount was for submitting purposes, not actual disputed amount.

First off, I’m a Super Platinum player, correction, I’ve been demoted to a Platinum player to restrict amount I can withdraw. These VIP levels are based on depositing into the casino as an incentive to do so. I deposit weekly if not daily, and have so for over a year. I always follow terms and conditions, and until recently, thought of Extreme as the very best online casino.

The next issue is customer service decline drastically, and Bitcoin deposits with full confirmations not being credited for hours. I could understand this issue if there wasn’t 16 confirmations on blockchain of deposit, but not with.

The third issue is violation of terms and conditions in tournaments. I placed in the weekly spinner tournament, as I usually do since I deposit and play large amounts. Per terms and conditions, the winners will have their rewards processed to their account on Wednesdays. Twice now I have had to inquire numerous times to support 2-3 weeks past due redemption of where my rewards are. They publish on their site the weekly winners. This last incident, I was told by department that handles tournaments, that they had forgot to process all rewards from previous tournament upon checking. A week later, still no reward.

My last complaint also involves terms and conditions. I don’t agree with limiting players ability to claim bonuses based on them winnings, due to the fact that casinos publish that their slots are fair and tested for their random play. If slots is a game of chance and is spinning fairly due to being random, you can’t claim a player has skill at a random chance. Furthermore with that said, I understand, or at least accept it as industry practice. My issue is when I deposit bonus free money, and get told that I cannot claim my cashback from multiple deposits because that "promo" isn’t enabled right now?!? WTF? It’s in your terms and conditions for non bonus deposit cashback. It’s the weekend and cashback is higher than weekday. That is one reason I cannot claim. I’m certainly within the 7 days per conditions to claim. There is no "promo" code for cashback bc you have to submit to customer service via chat to claim per terms and conditions.

Needless to say, this last slap in the face is due to winning a 14,000 jackpot win on a sister casino over the weekend. I’ve been demoted and denied terms on Extreme since my win on another site.

Dear rgaymon45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you please advise what was your withdrawal limit in the past and how much can you withdraw now?
2. Unfortunately, we from Casino.guru are not able to directly influence deposit speed in any way. I can only recommend trying another deposit method.
3. Could you please clarify when exactly you won the tournament? Do I understand correctly that winnings have not been credited to you?
4. Would you be so kind as to post here the term you are referring to? Which cashback bonus did you want to activate? If possible, please post here a link.
5. Did the casino inform you that you have been demoted because of the big win in a sister casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Okay…

1) withdrawal before my big win at Yabby was 20,000 a week and 10,000 a day, now my weekly is 16,000 and daily is 8,000the first screenshot is from Friday, the second is today showing instead of super platinum, I’m just platinum. Chat also verified I was demoted when I pointed out my weekly spins were wrong level, that is what triggered me to notice

2) didn’t want depositing issues fixed per say, just another issue that’s new

3) the weekly tournament was 3 weeks ago. It runs weekly, starts on Tuesday with rewards deposited on Wednesday screenshot is on site with list of winners

4) the no deposit cash back isn’t a promo or bonus that expires, there is no code to redeem. It’s stated in their terms and conditions on the site as a "standard ", and to contact support to redeem within 7 days of depositing

screenshot of terms

6) the casino informed me I was demoted due to me acquiring why my weekend spins were less than usual. Friday I won at Yabby, then across the board without notice, Yabby, Extreme, and Brango demoted me, screen shots below show what my withdrawals were and are now

Maximum number of attachments exceeded. So these are the before and after from Yabby and Brango also

It’s been six days, are you done reviewing casino guru?

Thank you very much for your reply, rgaymon45. Do I understand correctly that tournament winnings have not been credited to you?

Have you discussed all your issues directly with the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

No I have note received the award from the tournament that’s in the compliant. I have received last week’s tournament reward. I have contacted the casino too many times to count, when you include chats. I’ve attached screenshots of emails proving I’m getting dodged. At this point, I could care less about some free spins, especially since the slots are so tight they squeak with every roll. The delay in spins stopping or when you hit stop has just gotten ridiculous. I want my previous VIP statuses returned before I won big at Yabby. It is obviously clear my Vip status was lowered to prevent me from cashing out more daily/weekly, and lower my return back/weekly spins. Thanks for your help.

Thank you very much, rgaymon45, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rgaymon45,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Extreme to join the conversation and participate in the resolution of this complaint.

Dear Casino Extreme,

Can you please provide further insight into the problems the player is experiencing?

Kind regards,

Adam

Hey Adam,

Any luck contacting casino?

Hello Adam,

Hello Rgaymon45,

We hope that you are all well and safe.

Rgaymon45, Your account has been reviewed, and as there are a number of concerns raised, I'll try to address all of them.

1. Your VIP level is indeed Platinum (Level 3), and at one point you were in fact Super Platinum VIP level (Level 4). However, a player's VIP level is not based on depositing alone and it never was. Bonus redemption, average session time, average session count, average bet, average wagered amount are all factors that are taken into account by our system through which the player's VIP level is determined. Of course, the deposit amount is also one of the major factors. Although your account was demoted at one point, as our class change is dynamic, it has occurred due to the overall Casino Class change scheme update, not due to any specific action you have made. Also, we believe that being a Platinum level player reflects the appreciation the Casino has for you.
2. We understand and appreciate all comments and opinions regarding our Customer Service and their work. If at any point the service you have felt that the level of service is unacceptable, I must personally apologize and I can guarantee that the Management is putting in extra effort to make sure our agents are at their very best. Also, as you are one of our most loyal players, you may always contact our VIP department by sending an email to vip@casinoextreme.eu to have a special dedicated host that will be available for all your needs.
3. Your account has been reviewed in detail and as we can see, all Spinner Winner Tournament rewards have been credited. If there are any rewards that are missing, please provide us with the date of the tournament so we may double-check everything.
4. We have noticed that due to the number of participants, the rewarding processor is often not crediting the rewards properly, the Tournament has been temporarily suspended until the processor and tournament are fixed. The final rewards will be issued on the 16th of March before the suspension starts.
5. Although what you have mentioned that the slots are random and the outcome of the games are random is true, the win amount is something that will and must affect the player's bonus availability. Simply explained, bonuses are free funds from the Casino that increase your overall balance thus increasing a player's chance of winning and extending a player's gameplay. Having said that, at no point was any bonus restricted for your account specifically. The Instant Cashback promotion was suspended for all Casino player's temporarily as it has been reconfigured. You may see the new terms of the Instant Cashback promotion on our VIP lounge page.
6. Withdrawals do not affect a player's VIP level. Please see point 1.

I hope that we have went over all of your concerns and responded to them adequately. Of course, should you need any additional information, please do not hesitate to contact us at any moment.

Kind Regards,

Luke Newman

Casino Extreme Management

What a bunch of fancy hogwash to justify taking Vip level due to a high win. You didn’t clarify anything. The original tournament I submitted and the one before you suspended has not been credited. Also on Brango, last reward wasn’t credited. If you want to base Vip level on time playing, bet amount, etc., then I would be your highest vip level. I can play 12 hours straight at a time, and you pay back any bonus and then some before you cash out. Your pathetic attempt of justifying shady behavior holds no merit either way you slice it. It’s a shame that there has been a management change at the once best online casinos.

Withdrawal doesn’t affect players Vip level?!?! Immediately after a 14,000 win on Yabby, my Vip level was dropped at Extreme, Brango, and Yabby. Let me also point out , that in the entire time I have played at your three casinos, my Vip level has NEVER went backwards. Geez, own it if you have any integrity.

Let me say although I seem very hostile, all three of your casinos have been praised and reviewed extensively online by me. I’m more disappointed in this behavior than pissed off. Usually when I’m going at it with subpar casinos, I always tell them to look to your casino as an example of excellence and what they should strive to be. I would rather honesty, and say it’s our new policy, than this previous word vomit of explaining behavior.

but hey , I’m just one exceptional player who couldn’t possibly make a dent in your reputation. I have noticed a trend in people feeling my way, and every gambling info website promotes my reviews and extensive Casino knowledge. I’m just one of a million, but I’m good at anything I do not bc of skill, but because I’m relentless at accomplishing my goals. Casino Guru, close out complaint. Casino Extreme isn’t worth anymore of my time in this venue.

Thank you Casino guru for your time.

Hello all, thank you for your responses.

Dear rgaymon45,

As you have requested that this complaint be closed, we will now do so. Thank you for your comments and I am sorry we could not be of more help on this occasion.  Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Kind regards,

Adam