Spin Samurai Casino - VIP Player experiencing poor treatment and lack of promised benefits.

To whom it may concern.

I am a vip player at the casino spin samurai.

I have deposited 48.000 australian dollars in 2 years and 2 months.

I have 138 pages of deposits.

I have only done one withdrawal

And my vip status is the second highest you can manage and im VERY close to reaching the ultimate stage of warriors. the final stage.

I have an agreement with my vip manager, of all losses I get 15% in the shape of a cash bonus x25 wager it used to be 25% sometimes it's 10% things are getting worse.

I accepted the lack of vip treatment because ive built my resume up here and trusted this casino as the withdrawal I did was smooth and they know me well. but even after accepting a decrease when it states bonuses get better as you get higher, I still am being neglected.

Right now they have a christmas promotion which I make sure not to touch everytime you deposit you get a stocking on a new day, twice in two weeks ive reached 4 stockings and didnt get a prize either time.

in the last 24 hours I deposited $505 raw money. 16 deposits none attached with bonuses free spins nothing.

Due to the amount I spend and the deposits I had an automatic

15 christmas spins

another 15 christmas spins

4 stockings prize missing

50 vip spins

a super bounty spins which is when you deposit 30 or more and can get 10 to 30 on the weekend

I also had a daily bounty bonus that you can get 10 to 30 spins

and ALL OF THESE I cancelled.

And even after that my vip manager offered me 250 spins but only gave me 50 which ive told her I dont want any limits with withdrawals. which all spins with have in this casino.

so for 505 australian dollars i got precisely 0 percent in a cash bonus.

when its suppose to be 75 australian dollars

I also didnt get my stocking prize.

And because this casino doesnt allow to speak to management its a huge problem no phone customer support dont give you anything but a normal email the vip manager doesnt let you speak to higher management and I need to inform them of this terrible treatment so I can make a rational decision on leaving the casino or staying.

I hope you can help me with obtaining the amount owed to me as a cash bonus and getting in touch with higher management.

thanks

Dear biginkedaussie,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Spin Samurai Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Are you unable to activate any bonuses in your account, or do you choose not to accept (or cancel) them? Are you experiencing difficulties with obtaining deposit, no-deposit or cashback bonuses?

Have you discussed your dissatisfaction with the bonus offers with customer support? If so, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hey Veronika

The cancelled deposit free spins are my choice to cancel. To show case how important a cash bonus is. As they punishment me for my vip cash bonus even if it's just standard promotions which is unfair but I've accepted it regardless.

The stockings I screenshot the 4, stockings as now it's over and it resets.

As far as the cash bonus goes they change their words all the time sometimes they say they can't add cash bonuses and other times they say the system won't allow it.

But my vip manager normally is the one to add it but the last three occasions she was short on two I let that slip then she tried to use old bonuses to add the bonus ratio then I accept it then after not touching a single promotional or deposit offers or all the spins I was granted with all my deposited I got 0 percent in the cash bonus. Which as I said we agreed on 15% I would have to scan through lots of emails between her and I where it stats the 15% so I can screenshot it to you. This is why I wanted to get tough on higher management because I responded to her and told her why did you give me vip spins when they are capped to 75 aud winnings when I deposited 505 aud which should have been 75, aud cash bonus then she never replied then I went to customer support and they told me she was on maternity leave but she emailed.me once already then they said a new vip manager would fix it but didn't. I'll see what screenshots I have thank you very much

the spins I cancelled plus another 15, spins I didn't get to screw shot

Good morning Veronika and merry christmas to where ever you are.

I have managed to get screenshots from the 14th of December to the 26th of December

During this period I attached all bonuses and all deposits the dates time stamps and the missing amount.

I also found an old email confirming I was suppose to get 25% from my vip manager, due to the 100's of responses in emails I make per week to my vip manager I could not find the 15% agreement but it is there, but it proves it was 25% but I will be honest as I always am and make sure I tell the truth and say we did agree on the 15% which was probably my own mistake but it is what it is. there is still 80 plus australian dollars missing.

The stockings prize and cancel free spins isnt important but only to showcase they dont even show when you cancel it and giving up these promotions, it was also to highlight the deposit to bonus ratio.

Finding a way to speak to higher management is the second most important thing after the money owing because im sure this would all be resolved very fast. I will go and attach everything now for you.

first 4 29 deposits second 2 are bonuses third is email fourth is all the totals and what is owed. thanks

sorry to bother you again guys, there has been an update but still short. to make it as simple as possible there was 50 as a vip cash bonus but not 85 which was initially owed.

i deposited more since the time of the complaint I will update how it now.

Hey Veronika, everything has been resolved, got what was owing. you can close the complaint I will let you know if there are any problems in the future thank you very much and merry christmas

Dear biginkedaussie,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru