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

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.

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

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.

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.