Hello everyone,
We like to offer an exciting experience for our players, which is why our teams have spent a long time building the Loyalty Programme, both to try and give players better opportunities to claim real-time rewards based on their activity, and to allow them to manage it without having to reach out to one of our Customer Support agents to see what is available.
As a VIP customer at Bitcasino, all players receive an account manager to assist with many of their requests, a personalised reward offer which is only available to our highest-tier players, exclusive VIP promotional offers and invitational only VIP events.
Our Loyalty Programme launched on October 17th, and though we do feel quite proud of it and have received positive impressions from many of our players, we have also received feedback for areas in which we can improve. As a result, we have since been working to continuously improve our Loyalty Programme with the help of our players. One piece of feedback was regarding players who upon reaching VIP-tier, felt a lack of incentive without further milestones to achieve. We did not expect this concern initially based on our internal feedback survey and from test groups, however, thanks to our players reaching out and letting us know, we are glad to inform it will be updated as of December 1st 2019. From that date players will continue working towards and receiving milestone rewards in VIP-tier in addition to personalized offers.
As of October 17th, we can see the player in question has received Loyalty Programme rewards (including milestone rewards and rebate which users can claim starting from Guru-tier), has been in contact with the account manager and received all the above mentioned benefits as a VIP.
We highly recommend to discuss bonuses, rewards, rebate and other benefits directly with your VIP account manager as we cannot disclose or discuss that level of personal details in a public domain. This due to the safety of our players (not disclosing their personal data), in addition due to our own internal privacy policy and the regulations and laws that we must abide.
We are saddened to see that the player has not felt confident in the correspondence held with us when in contact directly, we always strive to provide a fun, fast and fair experience for all of our players and we will do everything in our power to make sure the player will be satisfied with the end result.
Cheers,
Karl
Bitcasino.io
Okay thank you for responding but just a couple of things:
1. You said exactly what I did in that you busy developing and that other players also complaint (so its not just me).
2. You didnt offer a resolution.
3. The statement is not from senior management as i requested. I already know how support feels about this and need a proper report from senior management so that I can see whats the casino's real stance on things. The whole reason I came public is because i did not find joy with my VIP manager as she just bring up all my historic bonusses which is irrelevant.
The fact of the matter is that ive been mislead. You have been holding a carrot infront of my nose all this time and you admitted that you had other complaints and that you will rectify it in the future. But what about the money I spent thus far? Do we just forget about that and try again next month? Thats my whole point....