Good afternoon.

I am writing to express my complaint about the VIP reward levels. I have been in the VIP level for more than a year (probably a year and a half, or even longer), and have earned the Calipoints necessary for the next level, VIP Platinum. Despite this, I remain in the same level. I have nearly half a million Calipoints (498,915) which far exceed the target required. I have spoken with several players and have witnessed a case where contacting casino support was enough to gain a promotion. However, most people keep telling me that I will "receive an invitation by email in the next few days", but so far nothing has come. Others have no idea why I haven’t been promoted to the next level. I've read about another player who was told they hadn't been promoted due to lack of activity, yet they had fewer Calipoints than I do, so I don’t believe inactivity is the issue.

I hope you can assist me and thank you for your time. I have attached an image from the Calipoints section of my account. Have a great day.

Buenas tardes.

Mi queja es respecto a los niveles de recompensas VIP. Tengo más de un a?o (como uno y medio creo, o hasta más) que estando en nivel VIP conseguí los Calipoints que piden para acceder al siguiente nivel, VIP Platino, pero hoy es fecha todavía que sigo donde mismo. Tengo casi medio millon de Calipoints (498,915)que sobrepasan la meta que piden. Ya he hablado con algunos jugadores y hasta he visto en vivo un caso donde se comunicaron con el soporte del casino, y fue suficiente para que los subieran de rango. Pero a mi la mayoría me dicen que en los próximos días "me llegará un correo con la invitación", otros pocos no tienen ni idea del porque no ha llegado pero hasta la fecha nada. Leía a otro jugador que le dijeron que por falta de actividad y tenia muchos menos Calipoints que yo, así que no creo que sea por ese tema.

Espero puedan ayudarme y gracias por leerme. Anexo imagen de la sección de los Calipoints de mi cuenta. Buen día.

Dear fito0403,

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. Are you currently an engaged participant on the casino website? Have you experienced smooth progress while advancing through the VIP tiers in the past?

However, even if your casino VIP status has not been upgraded, we are unable to compel the casino to change your 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.

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

Dear fito0403,

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.

Well, they tell me that yes, you actually have to wait to receive an invitation but you will know when that will be because I am a player committed to Caliente, currently not as in-depth as last year but definitely playing often on the platform. The promotion to the other levels is continuous and fluid and since you have been involved in that casino you may have been involved quite a bit. Why, as I mentioned, I had to meet with someone else who had less time than me and even less money deposited and they had it as soon as he asked.

Pues me comunican que si, efectivamente se tiene que esperar a recibir una invitación pero sabrá cuándo será eso porque pues si soy un jugador comprometido con Caliente, actualmente No tan a fondo como el a?o pasado pero sí definitivamente jugando seguido en la plataforma. El ascenso los otros niveles hija seguido y fluido y de que se le ha metido en ese casino puedes se le metido bastante. Por qué como comentaba Me toco ver con otro que tenía menos tiempo que yoy hasta menos dinero depositado y lo hubieron en cuanto preguntó.

I'm truly sorry but as previously stated, we cannot compel the casino to elevate your VIP level. My primary recommendation would be to engage in direct communication with the casino and inquire about the specific criteria required to attain a higher player status.

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.