Spin Samurai Casino - プレイヤーの VIP 特典が遅れて履行されません。

I am the highest level of vip player at Spin Samurai Casino.

I am level 7/7 with the name Shogun.

To reach this level you must get to 48000 vip loyalty points.

1 point = $30 Aud I am currently at 58393 points.

I have deposited 271 pages of deposits, each page has 8 deposits.

I have deposited $73065 Aud at this casino.

I have been a vip player for almost 3 and a half years.

Recently the casino stated what I should be getting as a VIP, the amount of things that I have been neglected to be given, made me so furious, there is over 17 features that are listed that you get at this level out of the 17 I have had only TWO and one of those is having a VIP account manager. It is disgraceful.

I first took my concerns to management/vip by contacting them via email, as I bypassed my VIP account manager as she was far out of touch with what I deserve. I shockingly had a wonderful response with them agreeing to everything and saying how bad it was that I have been treated this way and I deserve all of these things.

That was on the 14th of march 2025, I told things were going to change and that day I was told I would have a special cashback offer. again nothing happened, a week passed I responded to the email, then got anything, back, I tried writing again after 10 days, nothing happened, so I went to support after 2 weeks and they said they understood again how terrible it was this was happening to me, then they said they would get in touch with management to fix a cashback again nothing, so I got in touch today, during this period no email, just a terrible email from my vip manager recommending "slots" can you imagine? Anyway so again they told me they would have to get in "touch" and add it was "urgent for the 2nd time. 15 days later, nothing.

So I looked at some of the new terms and they lie about having 24/7 vip support team, they lie about all the benefits of being a top VIP. I haven't had a cashback in 3 years. I didn't even get anything for my birthday and don't even get me started on special vip tournaments or exclusive vip slots and luxury gifts and higher bet size per bonuse and personal cashback offers.

All I have had for 3 years is a pathetic 5-15% of bonuses that are capped and limited with either a cash bonus capped at 5 x or spins which are capped to 75 AUD that is how awful it has become.

So as you can see right at the top it will say 500 euros which is around $860 AUD. they can stay by giving me real money of 500 euros (800 Aud) that has no wagering no catch, just like I was suppose to have, then they can fix everything else they are suppose to fix moving forward.

I have included 8 screenshots of evidence, from the email with the staff, with the customer rep, with proof of my highest vip status, with the lie about a 24/7 vip support team and proof of a list of all the things they say I am suppose to get.

I hope you will help me achieve this because it's truly unfair.

And after building such a resume here it's harder to leave as you feel injustice.

thank you so much.

check the screenshots attached.

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.

• Could you please share the remaining communication with the casino support and the VIP representative?
• Sadly, some screenshots weren't included in your original post, including the promise of the 800 AUD cash. Share them in the complaint thread or send them to my email at tomas@casino.guru

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hey Tomas.

Thank you for getting back to me. And for your words.

Unfortunately the attachments were at a limit so I could not add the last 3.

I will add them now.

Just to be clear the email discusses a special cashback offer, it never says the "amount"

However if you have a look I am shogun level 7/7 if you look at what it states for the top VIP. it states 500euros no wagering, in the attachments.

I also will need to add my communication with my vip manager, the casino who finally got back to me after 17 days.

I will add the 3 other remaining attachments, then give me a little to screenshot my conversation with my vip manager

Here is an email I finally received yesterday, just to be clear the first email was on the 14th of march, that is right, that is how long ive waited.

When I got this email, guess what the

compensation was?

a $25 cash bonus with 20 x wagering and a limit of 5 times withdrawal haha.

As you can see she later on offered for my future bonuses to be wager free and no restrictions.

As you can she has apologized over and over again, yet STILL says she cannot add any compensation, this is why, I wrote via email to try and speak with someone in higher management, as they have no phone number only apps and email. This is where I got the answer there would be a special cashback offer.

Obviously even without this, I still never got that 500 euros real money, I didn't get 14/17 things listed, but suddenly they are giving lesser vip's these things.

I even wrote to my vip manager in response and said, okay make me an offer of compensation, 375 euros, 250 euros? she still wrote that last email saying she couldn't.

This is why I need your help.

Like I said

73000 thousand in deposits.

59000 vip points

vip level HIGHEST 7/7 shogun

271 pages of deposits

3.5 years

If I tried to get compensation for everything I have missed out on it would be too much.

And I understand that a vip treatment is up to mostly the casino discretion.

However it states in writing that 500 euros is given for this level and I did not get this.

Let me know, thanks.

Good morning Tomas, I have decided to close the complaint. Mostly because right now I have other problems with other casinos.

And I want to see how they treat me with the new offer.

Even if I should get compensation, I can always open a new one.

As of right now, I will give them another chance as I have a long history.

you may close the case.

thank you very much for your efforts Tomas.

kind regards

Thanks for your messages.

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.