Luxury Casino - Player's VIP points restricted in Luxury Casino.

Luxury Casino, two years ago, blocked my VIP points, now worth 84 Euros, preventing me from redeeming them. I won 900 Euros from free spins and successfully used the bonus at the time. After a three-week wait, I finally received my payout into my bank account. However, following this, my VIP points on my gaming account were blocked. I still have permission to deposit but not to withdraw. This seems unfair. To my knowledge, I have committed no wrongdoing and when I try to reconcile the issue via chat, I am thrown out. Who is the fraudster here... Luxury Casino?

Dear ytannenberg25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

• Do I understand correctly that your VIP points were blocked 2 years ago?
• Are you still able to play in the casino if you place a real money deposit?

If there is any relevant communication between you and the casino that might provide insight into this issue, please promptly forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello as you can see my vip points are blocked this is blocked. Already over 2 years. I can make a deposit. The payout if you win takes a while, but it also works. I can't have the 84 euros that I earned with my real money booked into my player account because of this block. I haven't been indebted to anything. I just played and won 900 euros and then I got this ban. Which I would like to have saved. I don't get anything from luxury casino

Hi ytannenberg25,

I regret to hear about the blocking of your VIP points, but please be aware that casinos have the authority to withhold and revoke further bonuses from players.

Kindly understand that we cannot penalize the casino for the withdrawal of your bonus privileges. Casinos typically reserve the right to limit or close player accounts if they suspect irregular play, detect questionable activities, or for unspecified reasons.

It's crucial to recognize that casinos are not obligated to provide bonuses, and the entitlement to receive them may be restricted or revoked at any time without prior notice. While it would be ideal to communicate new restrictions to players, unfortunately, it is not a standard practice.

If there is any additional information you would like to share that I may have overlooked, please feel free to provide it. However, if not, I regret to inform you that I may have to reject your complaint as unjustified.

I appreciate your understanding and await your response.

Yes, that is exactly my problem..lg

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.