The player's complaining about the removed VIP status without any prior notice. The complaint was closed as resolved after the player received the VIP cashback money.
Simple Casino - The player's complaining about the VIP status.
Amount: €200
Simple Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Due to my high deposits, I am listed as a VIP player in the casino and receive 15% on my losses. Now I have paid in more than 1200 euros again and was kicked out of the VIP program without warning! I already complained in the casino why they didn't inform me about the loss of my VIP status, but the only answer I get is that this is the case now. I would like to have my 15% cashback back on my last deposits, but they refuse. Can you just change the status without informing me?
Automatic translation:
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3 years ago
Hello Christina,
Thank you for submitting your complaint and I'm really sorry to hear about your issue with Simple Casino. Please allow me to ask you a few more question before we would try to contact the casino. As I was trying to find any information about the casino's VIP program, I've noticed that there isn't any basic information about it on the site so I'm not 100% sure how does it work in this casino. Isn't there any requirements from the VIP status which you haven't met and that's why you lost that status? How long have you been a VIP player there and when did you lose your status.
Looking forward to your answer and I hope we will be able to resolve it as soon as possible.
Regards,
Nick
Casino.guru
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3 years ago
Translation
no, unfortunately, there is nowhere to see how and when to become a VIP player. The responsible support told me a few months ago that I was one of them and that if I lost, I would get 15% cashback. Since then I have received regular cashback. A few days ago I asked about the cashback (it doesn't happen automatically) I was put off again and again and then I got the message in the live chat, your VIP status is lost! My deposits and activities didn't decrease so I was surprised! For three days now I have been waiting in vain for an answer from the VIP management!
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3 years ago
Translation
When asked how they came to the decision, the support only said that they are not allowed to provide any information
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3 years ago
Translation
The VIP Manager has now contacted me ... I cannot be told why the status was removed. However, I got the cashback credited. Thus the case can be closed
Automatic translation:
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3 years ago
Dear Christina,
Thank you very much for letting us know that the issue has been resolved. We gladly hear that you have received your cashback. Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you. The complaint will be now closed as resolved.
Regards,
Nick
Casino.guru
