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I'm a high-volume VIP client (average turnover of R$20,000/week). Recently, my VIP manager (Luiza) guaranteed that I would receive a loyalty bonus after making new contributions and moving the account. On the basis of this guarantee, I made the deposits and fulfilled the play volume today.

However, when I requested the credit, the manager backed down on the grounds of 'system analysis', ignoring the commercial agreement that motivated my contribution. I filed a complaint with Brazino777's internal ombudsman, but the deadline for a response was missed. I have prints of the promise and the turnover receipts. I request mediation so that the house fulfills the agreed bonus or the appropriate penalty on the platform's reputation for bad faith in VIP service.

Sou cliente VIP de alto volume (giro médio de R$ 20.000/semana). Recentemente, minha gerente VIP (Luiza) garantiu que eu receberia um bônus de fidelidade após realizar novos aportes e movimentar a conta. Com base nessa garantia, realizei os depósitos e cumpri o volume de jogo hoje.

No entanto, ao solicitar o crédito, a gerente recuou alegando 'análise de sistema', ignorando o acordo comercial que motivou o meu aporte. Formalizei queixa na Ouvidoria interna da Brazino777, mas o prazo de resposta foi descumprido. Tenho prints da promessa e dos comprovantes de giro. Solicito a mediação para que a casa cumpra o bônus acordado ou a devida penalização na reputação da plataforma por má-fé no atendimento VIP.

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Hello,

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

While we understand your disappointment regarding your casino VIP status, we regret to inform you that we are unable to intervene in the casino's decision. Each establishment maintains its own proprietary VIP tier structure, and we respect their autonomy in determining the criteria for advancement or demotion. This position is consistent with our policy of non-interference in promotional offer decisions. The casino retains the sole discretion to categorize players and establish the requirements for each 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

Attila, I understand that the casino has autonomy over VIP status. However, my complaint is not just about the status, but about a conditional promise that was kept by me and broken by them. On March 31st, the VIP manager said in writing (print attached) that if I kept moving, the benefits would be adjusted. I moved R$15,000 in April following this instruction. The casino used a bonus promise to encourage me to deposit and spin high amounts and, after I did my part and was zeroed out, they withdrew the benefit. This constitutes misleading. I ask you to re-evaluate, because this is not a generic 'promotional offer', but a direct agreement with the manager that generated a real financial contribution on my part.

Átila, entendo que o cassino tem autonomia sobre o status VIP. Porém, minha reclamação não é apenas sobre o status, mas sobre uma promessa condicionada que foi cumprida por mim e descumprida por eles. Em 31/03, a gerente VIP afirmou por escrito (print anexo) que se eu mantivesse a movimentação, os benefícios seriam ajustados. Eu movimentei R$ 15 mil em abril seguindo essa instrução. O cassino usou uma promessa de bônus para me incentivar a depositar e girar valores altos e, após eu cumprir minha parte e ficar zerado, eles retiraram o benefício. Isso configura induzimento ao erro. Peço que reavalie, pois não se trata de uma 'oferta promocional' genérica, mas de um acordo direto com a gerente que gerou um aporte financeiro real da minha parte. 

Thank you for your response. Unfortunately, we wont be able to further help you with this complaint, as we do not resolve complaints regarding VIP or loyalty bonuses. The casinos may change the rules of their VIP or Loyalty policies at any time. We are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards.

It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

Due to the aforementioned reasons, this complaint will now be closed.

Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila