Royal Stars Casino - VIP player’s account closed; cashback requested

Hello,

So...

I've been a VIP member with this casino for a while, invested huge amount of deposits in overall.

Today i reached out to customer service with hypothetical question about their refund policy and also I asked about what sort of help they provide if their clients are getting compulsive with their gambling.

Seems to me customer service doesn't like to give an answer to questions like thesen and they just went and closed my account for no apparent reason.

I never stated anything nor said I'm having issues, so they had no proof of anything.

What I want from this casino is my 10% cashback to be refunded as I was fully entitled to receive it on 14.06 as per their VIP programme policy because yesterday I deposited 1100eur in total.

Dear alisedumina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Stars Casino.

We regret to inform you that we accept the situation when casinos close a player's account for any reason at any time as long as they don't withhold the player's funds.

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.

If the casino unilaterally closes your account, it will mean they will no longer be obligated to provide any loyalty benefits in the form of bonus money.

We sincerely appreciate your understanding of the situation and apologize that we couldn't be of more help.

Please let me know if there are any other circumstances that would support your case, otherwise, I'll close your complaint.

Best regards,

Tomas

Dear alisedumina,

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.