Golisimo Casino - Акаунтът на играча е несправедливо ограничен след печалби.

I won approximately 800,000 NOK on Golisimo Casino. After full KYC verification and confirmation from the casino that the winnings were legitimate, my VIP level was suddenly downgraded from Level 4 to Level 1.

This downgrade has severely restricted my withdrawal limits to only 5,000 NOK per day / 70,000 NOK per month. So far I have only been able to withdraw around 70,000 NOK.

I have been actively playing on the account, but have naturally not made additional deposits while waiting for the payout of my large verified win. Despite this, and despite the casino confirming the legitimacy of the winnings, they refuse to restore my previous VIP level or increase the withdrawal limits.

I have contacted both regular support and the VIP department multiple times. They only refer to section 6.12 of their Terms & Conditions and say the VIP level is based on "recent activity". They have not provided any specific explanation for the downgrade right after successful verification.

Requested resolution:

• Immediate restoration of my VIP level to at least Level 4.

• Increased withdrawal limits so I can withdraw the remaining balance without further delays.

• Proper explanation for the downgrade.

I have screenshots and email correspondence documenting the entire process, including their confirmation that the winnings are legitimate.

This situation feels unfair and potentially punitive towards players who win large amounts. I kindly ask Casino Guru for assistance in resolving this matter.

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Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your issue. However, even though 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 policy of not intervening when a promotional offer is not granted to a player. The casino determines how it categorizes players into different levels and establishes the criteria for such classification. Please let me know if there is any additional information I may have overlooked, but I’m afraid I will have to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Best regards,

Attila

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Funbetdontpay,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila