Metaspins Casino - Player is deprived of the promised loyalty reward.

Hello

I love this casinos but the services are a disaster. I have been trying to get my 2000$ cash loyalty reward for every 20k lost which has been promised by my VIP host, I have lost now 150k which means my rewards should be 12000$ but I will be happy if they just pay me 1 of the promised rewards. My host asked me to tip him first, I wasn't winning to send him a Tip, since then he blocked me on WhatsApp. It's been 6 months going back and forth chasing the casino for 2000$ as per agreement. (This doesn't include other rewards) and they have treated me with so much disrespect it's not normal. I just need to speak to the general manager and the reason why I'm complaining here is because they are refusing to transfer me to senior management

Dear Jason1,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Metaspins Casino.

Could you please forward me the communication with the VIP host asking you for a tip? My email address is veronika.l@casino.guru.

Have you received any promised cashbacks from the casino at all?

Could you kindly specify your VIP level?

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

Best regards

Veronika

I responded via email

Thank you for your email. We are also in contact with the casino representative who provided us with some evidence I would like to discuss with you.

Can you please confirm that you were promised a $2000 cashback if you lost $20,000 in a month and only in cases where you did not take any other bonuses in that particular month?

Dear Jason1,

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.