The player from Germany was downgraded from VIP level 4 to level 3 despite having deposited 1400 euros recently. Consequently, her expected cashback decreased from 140 euros to 9.44 euros. When she questioned the downgrade and reduced cashback, live support offered an unhelpful response. We explained that casinos are not obligated to provide loyalty rewards and can exclude individuals from their programs without prior notice. The complaint was closed as we did not intervene in loyalty status matters.
Nomini Casino - Player’s VIP status has been downgraded.
Amount: €130
Nomini Casino
Safety Index:Very highSafety Index
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9.5
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I have been on VIP level 4 since October 2023, until last Friday. Then, I was downgraded to level 3 even though I deposited 1400 euros 5 days before, unfortunately without any success. The cashback should have been 140 euros the following Monday. Instead, I received 9.44 euros. When I asked the live support about the reduced cashback and the downgrade to level 3, the response was, "Have fun with your balance." Is this how good customers are treated?
Automatic translation:
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Public
5 months ago
Dear metzsascha29,
Thank you very much for submitting this complaint. I am sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case.
Please let me know if there is anything else I can assist you with.
Best regards
Veronika
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5 months ago
Translation
First of all, thank you very much for the quick reply. That's not a problem, I just wanted to point out that Nomini is violating their own terms and conditions. They say that if you don't pay in for more than 60 days, your VIP level will be downgraded. Since last year, I've been paying in three-figure to four-figure amounts every month. And the highest amounts were in April and May of this year. It makes absolutely no sense. To be honest, I'm not particularly bothered by the fact that I didn't get the cashback, but what annoys me is the way the whole thing went down. I think that customers who have paid in five-figure amounts within just under 20 months should be treated better, and a reasonable question should be answered accordingly. The test reports are mostly positive, but apparently not everything that glitters is gold for them either. So, thank you again for the quick reply.
Greetings Sascha
Automatic translation:
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5 months ago
I understand your frustration. I recommend you contact the casino customer support and inquire about the reasons your VIP status was downgraded. However, as I mentioned previously, we do not investigate cases related to the loyalty statuses.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
Casino Guru Complaints Resolution Center
