NineCasino - プレイヤーのアカウントレベルが低下しました。

Hello, I would like to know why I ended up on level 8, whether full, I was already on level 11, almost 12, how can that be? I don't think that's right. If I'm already investing so much money for the games then I want some of it, and inside I can't change where do you live? in Germany, unfortunately, is Puerto Rico. I have already connected to support agent but unfortunately no one can really help me. Attached is a screenshot of the conversation with the casino's support agent.

I hope it will be clarified why it happened this way, after all, not a little money is paid in there.

Best regards Taranto Marzena

Hallo, ich möchte gerne wissen warum bin auf Level 8 gelandet ob voll war ich schon auf Level 11 fast 12, Wie kann das sein? ich finde das ist nicht richtig. Wenn ich schon so viel Geld investiere für die spiele dann möchte ich auch was davon haben, und bei innen kann ich nicht ändern wo leben sie? in Deutschland leider steht Puerto Rico. Ich habe auch schon mich verbunden mit support Agent aber leider kann mir keine so wirklich helfen. Anbei im Anhang ein Screenshot der Unterhaltung mit dem Support Agent vom Casino.

Ich hoffe es wird geklärt weshalb das so gelaufen ist, immerhin wird nicht gerade wenig Geld dort eingezahlt.

MfG Taranto M*****

Dear tarantomarzena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Based on the screenshot you shared, it appears that the casino is undergoing a reorganization of its VIP program and encountering technical difficulties along the way. Can you please provide information regarding the timing of this communication?

However, even if your casino VIP status has been downgraded, we are unable to compel the casino to reinstate your previous status. Each gambling establishment has its own VIP tiers, and we cannot dictate the rules or determine who should be upgraded or downgraded. This principle aligns with our approach of not intervening when a promotional offer is not granted to a player. The casino itself determines how it categorizes players into different levels and establishes the criteria for such classification.

Looking forward to hearing from you.

Best regards,

Petronela

Good evening, I chatted with Support Agent around 9:18 am. Unfortunately, they couldn't help me and couldn't really explain why something like this happened. I think I'm right to say what happened to my 11 level, why am I suddenly on 8 level. Normally I have to credit the 50€. I can not say more about it. For me that's not right if I'm already playing I want to have my winnings. Sincerely, Taranto Marzena

Guten Abend, ich habe gegen 9 uhr18 gechattet mit Support Agent . Leider konnten die mir nicht helfen und auch nicht richtig klären warum sowas vorgekommen ist. Ich denke ich habe recht zuweisen was ist passiert mit meinem 11 level warum bin ich auf einmal auf 8 level. Normalerweise muss ich die 50€ Guthaben. Mehr kann ich nicht dazu sagen. Für mich ist das nicht richtig wenn ich schon spiele möchte ich auch meine Gewinne haben. Mit freundlichen Gruß Taranto M******

As I already explained in my previous reply, we do not intervene if the issue is related to Loyalty program rules. Moreover, it seems as if the casino experiences technical issues and it will be sorted out soon.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.