The player from Germany was confused about being downgraded from VIP status at Sunrise Slots, despite having deposited regularly and playing over 2400 euros in the past year. She sought clarification on this demotion, as she felt her activity did not reflect a low status. The Complaints Team informed her that casinos were not obligated to offer benefits or notify players about changes in VIP status, and they could not compel the casino to reinstate her status. Therefore, the complaint was ultimately rejected.
Sunrise Slots Casino - Player’s VIP status has been downgraded.
Amount: $500
Sunrise Slots Casino
Safety Index:Below averageSafety Index
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5.0
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Case closed
Our verdict
Other
REJECTED
Case summary
17 hours ago
Public
Public
4 days ago
Translation
Good morning,
I'm from Germany, and unfortunately, I couldn't input it correctly above. I have an account at Sunrise Slots and with several other companies too. I have deposited regularly but was downgraded from VIP to a zero status. I was told my player activity was too low, which I do not understand. I have deposited regularly and have played over 2400 or more in the year and even deposited before the demotion. There are also sister casinos where I have deposited as well. How can something like this happen? I've put together a small summary covering four months detailing what I deposited and when, and this is only for this casino.
Automatic translation:
Public
Public
4 days ago
Dear Karin66,
Thank you very much for submitting this complaint. I'm 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 the VIP statuses. 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
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 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
4 days ago
Translation
I understand, I will now have all accounts deleted and quickly forget how players are treated, but thank you very much for your answer.
Automatic translation:
Public
Public
17 hours ago
Dear Karin66,
Thank you for your response and for sharing your perspective.
I understand your disappointment and your decision to delete your accounts. Unfortunately, we at Casino Guru cannot compel the casino to reinstate your VIP status or adjust their policies regarding loyalty rewards. I am sorry we could not be of more help on this occasion. If you face any other issues with this or any other casino, please feel free to contact us.
Best regards,
Veronika
Casino.Guru Team
