Betandplay Casino - Player's VIP status has been removed.

I have been a very well-paying player at betandplay for a long time and have also achieved a high VIP status. At first everything went great, I even had a manager via WhatsApp. After a while, however, problems started to arise and the manager never replied promptly, usually only 3 times a week. I also received no response to questions via email to the VIP team... 5 days ago, the manager named Sophia wrote to me via WhatsApp saying that she was removing me as a VIP customer because I had complained several times about the behavior, that I had not received any response or help and that promised bonuses had not been credited. Now it's the case that I don't even get the cashback bonus that was always credited on Mondays. When I asked in the chat I was told that it was only available to players who have VIP status and a VIP manager, which I think is absolutely not right or fair because I am a VIP customer and have been for a long time and now this casino is denying me VIP service because the manager simply doesn't want to look after me anymore and I don't think that's right. I think this needs to be clarified because this kind of behaviour should put every player off because the promised and offered VIP service is simply no longer provided and I ask that this be clarified immediately with the casino betandplay, otherwise I can only strongly warn players against such a dubious casino!

Dear Lala55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. We do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

We sincerely appreciate your understanding of the situation and apologize that we couldn't be of more help. Please let me know if there's anything else I might do regarding your complaint, otherwise it will be closed.

Best regards,

Tomas

Dear Lala55,

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.

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.