The player from Germany has experienced an issue with their account, specifically with their level decreasing from 11 to 8. They have contacted the casino's support agent, but have not received a satisfactory resolution. After a closer examination, we ended up rejecting this complaint as unjustified.
NineCasino - Player's account level has decreased.
Amount: €50
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Hello, I would like to know why I ended up on level 8, whether full, I was already on level 11, almost 12, how can that be? I don't think that's right. If I'm already investing so much money for the games then I want some of it, and inside I can't change where do you live? in Germany, unfortunately, is Puerto Rico. I have already connected to support agent but unfortunately no one can really help me. Attached is a screenshot of the conversation with the casino's support agent.
I hope it will be clarified why it happened this way, after all, not a little money is paid in there.
Best regards Taranto Marzena
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear tarantomarzena,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Based on the screenshot you shared, it appears that the casino is undergoing a reorganization of its VIP program and encountering technical difficulties along the way. Can you please provide information regarding the timing of this communication?
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.
Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
10 months ago
Translation
Good evening, I chatted with Support Agent around 9:18 am. Unfortunately, they couldn't help me and couldn't really explain why something like this happened. I think I'm right to say what happened to my 11 level, why am I suddenly on 8 level. Normally I have to credit the 50€. I can not say more about it. For me that's not right if I'm already playing I want to have my winnings. Sincerely, Taranto Marzena
Edited by a Casino Guru admin
Automatic translation:
Public
Public
10 months ago
As I already explained in my previous reply, we do not intervene if the issue is related to Loyalty program rules. Moreover, it seems as if the casino experiences technical issues and it will be sorted out soon.
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.
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