National Casino - Player’s reward points have been reset.

The casino has a point system based on accumulated bets, starting at level zero when you're a new player. As you level up, they award you prizes. I've been a player at this casino since January 2024 and reached level 3 in this program. They paid me the prizes for these three levels. However, when I reached level 4, where the prize is 20,000 pesos plus 40 free spins, instead of giving me the prize, they dropped me back to level zero as if I were a new player. I lost all my accumulated points and didn't receive the prize. I filed a complaint, and their response was that the rules state the program renews every two months. But the rules don’t mention that every two months the player loses all accumulated points and returns to level 0. This is a tactic to avoid paying my prize.

Dear Ariel135122,

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, 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,

Petronela

I don't care what you think. I affirm that this casino is not reliable because it does not comply with the promotion regulations. They deceive and defraud customers. For this reason I will no longer enter this casino, I will close my account and I will ban them on every social network where they advertise.

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.