My VIP level has been reset and the casino won't tell me why.

I've had the account since last year and I play often. Last year, if I'm not mistaken, I reached the gold level. Until January of this year I was. Now I'm back to the initial levels...

As shown in the image, an e-mail from when I got to the Gold level. And the chat history.

Dear robertafreitas90,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

Have you received any official notification or email regarding the reset?

Have you received any information from the casino about why your VIP level was reset?

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. The casino itself determines how it categorizes players into different levels and establishes the criteria for such classification.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Hello, I haven't received anything...

and that's fine, no problem, I'd just like to understand what rule applies and why it's not disclosed.

i like the platform but they are very messy, how am i going to have the confidence to keep playing there and increasing my loyalty level if they are not transparent with the terms?

Dear robertafreitas90. Thank you for your feedback and we sincerely apologize for the inconvenience. We have updated the terms of our VIP program and therefore you automatically have a loyalty level. You should have received an email informing you of the change in loyalty terms. Please check your e-mail. 

We will also conduct an internal check on incorrect communication of our support team, thank you for this, as we always strive to become even better, and you help us in this. 

Thank you for your trust and for staying with us.

Regards, Amerio team.

Dear robertafreitas90. We appreciate every player, and carefully deal with a difficult situation. The team from technical support clarified your situation and said that it was a technical glitch, and you will be returned to Gold status in the near future.

Thank you for being with us.

Regards, Amerio team.

Dear robertafreitas90,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.