Luxury Casino - La canje de puntos VIP del jugador se retrasa.

I have been temporary suspended from the vip points redemption for no reason at all. This has been over a month now and live chat and/or email help desk have not been able to give a timeframe.But I can still deposit and withdrawal as normal I have had 2 withdrawals since and there is no reason to withhold any benefits.

Dear Wollygog,

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

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

• Is the value accumulated as VIP points directly withdrawable as real money under normal circumstances?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I've emailed you Tomas. Thanks for your help.zThe vip points can be used in the casino and can be cashed.

Thank you very much, Wollygog, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Wollygog,

I am so sorry to hear about your problem with the VIP points redemption. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Luxury Casino representative to join this conversation and participate in resolving this complaint.

Dear Luxury Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hi there

The suspension of the redemption of loyalty points is temporary and is an automatic process in our backend based on a number of factors within a player's _entire history_ at Casino Rewards including but not limited to:

Wagering

Bonuses

Deposits

Withdrawals

Unfortunately since this is an automated process based on a number of factors there is no way for support to know when or how this can be lifted which is why you have been advised to continue playing regularly in your account and by doing so the suspension will automatically be lifted.

Cheers

Hello Wollygog,

Could you please let us know if you are satisfied with the Casino's explanation so we can proceed to close the complaint?

I'll be awaiting your reply.

No, this throwaway excuse from them is not right.its automated but undetermined. This needs to be addressed properly,This isn't a game where I should be told you have undermined the system as such the system disadvantages for an undetermined time.I spend real money here not to be outlawed etc etc.And to be honest I feel I should be heavily compensated.

If you're unsatisfied with my response, please feel free to proceed with an official complaint at info@crhelpdesk.com

Dear Luxury Casino,

I found on your website that the player can also file a complaint to support@crhelpdesk.com. Could you let us know which email address should the player use?

I'll be awaiting your reply.

Hello Wollygog,

Once the casino responds which email should you use to file a complaint, please proceed with writing an official complaint to them. If the casino doesn't resolve the issue, they will forward it to ADR (Alternative Dispute Resolution) eCogra.

Please keep us updated.

The official complaint email is the one I provided above.

Official complaint has been lodged.

Hello Wollygog,

As you have filed a complaint to the casino and the complaint might end up on ADR eCogra, we will close the complaint as "Waiting for the regulator's decision".

Once you receive any resolution to the complaint, please let me know and we will reopen the complaint for you and change the classification based on the given decision.

Thank you very much for your understanding.

Kind regards,

Stefan, Casino.Guru

Dear Wollygog,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Enquiry with the casino rewards help desk is on going, Very slow but I've got the usual standard reply;

So whilst this was 6 months ago,I have continually played weekly and deposited as they say encouraging me to use my own funds. Bearing in mind I haven't done anything wrong in the first place.

Dear Luxury Casino,

Could you please comment on the ongoing complaint in your casino? Has the issue been resolved or it will be moved to eCogra?

I'll be awaiting your reply.

Hi Stefan

I'm looking at the player's account right now and can see they redeemed their points on the 23rd May. Currently there are not enough points in the account to redeem.

Cheers

Dear Wollygog,

Could you please confirm that you have redeemed all the VIP points?

I'll be awaiting your reply.

Dear Wollygog,

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.

Hi,sorry for the late reply. I can confirm the bonus points redemption and normal practices were reinstated. 6 months in total and still nothing has been said in regards to what it was that had me suspended from the vip rewards in the first place.

Dear Wollygog,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru