Spin Samurai Casino - Player's criticizing casino loyalty rewards.

4 months ago, I came here and had a problem with the casino due to vip treatment, thankfully afterwards it was resolved.

since then after 17 months at the casino I have 84 pages of deposits

1 withdrawal

deposited $35.600 AU (96%) raw money

25.400 points which $30 aud = 1 point therefore ive wagered around $750.000 thousand (no this cannot be bonus money or any bonus attached) so raw.

I am Daimyo ninja, which means the 2nd highest vip in the entire casino but more than half way to becoming the higher you can imagine.

my vip deal went from 25% of losses to 15% and now its at 5%, the terms and conditions state the more loyal the more you build the more bonuses you get, so far its the opposite, I got offered by a customer support agent for 40 time cash bonus yet my vip manager gave me 10 just to put things into perspective I spent $654 in deposits alone in 6 days and I get that.

Never heard of 5% vip treatment ever in my life, i cannot call anyone high up because they have no contact numbers, all they have is email and telegram which i dont use telegram or any of those apps that are strange email I use. I need to figure out a way where they actually treat me like the player I am, because after lots of patience and unfair treatment I have finally had enough, i dont want to leave because they are safe and not a scam, and i built my portfolio up here here again as high vip.

Hopefully you can help me

Kind Regards

Troy

Dear biginkedaussie,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain the circumstances under which the rules of your loyalty status changed? Do I understand correctly the extraordinary conditions of your loyalty status in the casino were agreed upon at the time your previous complaint was active?

Meanwhile, please understand, that we can’t penalize the casino for how it sets up its loyalty program in relation to the players.

Thank you very much in advance for your reply.

Best regards,

Tomas

yes it went from 25% to 5% of losses, i get zero cash back because their losses per day is absurdly high due to my high level $1500 aud, so all I get extra 25% of my losses of raw deposits, now its down to 5% and yes I realize this, however it has it in terms and conditions as you surpass levels and increase you amount spent and points increases more bonuses are awarded mine has been the opposite, I literally have never had one single person from the casino send me an email saying hello here is $100 aud or $50 aud for improving your vip status and appreciating you here. so lets put it straight, if a customer support representative is willing to offer my account more than a vip manager, you know its a red flag, as the vip manager always has more breathing room, i was told it changed by management but its not written in any terms and conditions, now lets put this into perspective, if spend $500 per week, I get $25 aud as a cash bonus, so the only thing that seperates me from a regular player is 25 dollars, now thats not even adding how much ive spent or my point total. hope you understand better!

Good morning Tomas, I received a response from my casino that I made a review, but I dont see an option to respond, I will add a screenshot, so its clear to how you can help explain how I reply to them on the submitted review for the casino on here.

kind regards

good morning Tomas

After such a strange period of events, I have won $6000 Aud, meaning, for now I dont expect kind of cash back on my deposits once I withdraw as the losses now have been compensated to a degree, so we can close the case, but there is one strange thing happening, but it may be nothing. I did everything correct ive withdrawn once with this casino and they were honestly very very good in this aspect.

however this time when I add my bsb and account number full name and amount everything is fine the limit is fine, the issue is when I press on the cash out it doesnt load to the next page, I went to customer support twice yesterday after attempting I was told the payment team would contact me and to try and again in 12 hours, it may be nothing but I am very nervous as you can imagine, so basically what I am trying to say is forget the vip bonuses for now as I am a fair man and after a $6000 win I wont bother with vip treatment. but I want to make sure the withdraw goes smoothly

let me know

kind regards

Thanks for your patience.

First, let me congratulate you on your win.

Let me adjust the disputed value of the complaint to 6000 AUD

Secondly, the format of the 'player's casino review' doesn't allow for replies to replies.

Could you please specify what the customer support recommended? Please forward the communication between you and the casino to my email at tomas@casino.guru

I'll await your reply.

Hey Tomas

unfortunately I had to wait too long and the balance stayed in my account and I wasnt sure how long all of it would take so I lost it, however I take responsibility for taking the risk and losing it whilst waiting, however the fact I couldnt withdraw due to a technical error whether it was intentional or not, I do not know, I have informed my vip manager that if this occurs again I will leave the casino, as I want reassurance when I do decide to withdrawal, I will update everything when I decide to withdraw again in the future. as far as vip rewards, I am too exhausted to deal with pushing for more than 5% even when its not fair. so you may close it, I will continue and as I said once I decide to withdraw again if the same issue occurs as this time, I will write here and then I will need your help.

thank you so much for your help

Kind regards

I am sorry for the situation altogether, biginkedaussie.

As per your request, I will close the complaint. Don't hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future.