I am also banned at Roxy+Splendido with minimal information and my mails to CS was ignored(happened 2 years ago.). But it is never a good sign when CS ignores mail. (Besides I was never credited the last bonus I had fullfilled) I have been banned at several casinos, but this was one of the most ruthless ones I have experienced.
But I am surprised Splendido treats a 'whale' this way. They really have no clue about customer treatment and how to run a business. Amazing how stupid that is. You should never deposit there again if you ask me. There are casinos out there that will threat you a lot better.
I had the same. CS lied about the reasons I was not receiving the newsletters, ranging from MY Email provider & spam filters, to a technical glitch. Indeed the first time I got "banned" I told them their explanation was impossible, since I HAVE no filters. The second time, they told me they were not running the promotions that week, and this lie was EASY to slot, as the newsletter can be accessed from the LOBBY!
I then dragged the truth from the Roxy rep here on the forum, who revealed that it was nothing to do with "technical problems", but a management bonus ban because I won too much. I STILL got the newsletters from Splendido though, but these also stopped when I hit a big streak to go 5K ahead. I had no need to drag the truth from CS or the rep this time, as I knew what the reason was, and I am sure I would have been spun tales about "spam filters" by CS all over again.
It seems they treat you like royalty, until you win, and then you get treated like $h1t. They can't even be bothered to tell the truth, and simply inform the player they are not getting any more offers because they have gone too far ahead.
For ANY player who hits big at this pair, and then has "technical problems" with receiving newsletters, don't bother with CS, you have been "bonus banned". This also shows how pointless their loyalty scheme is too, as I was about to hit Platinum when I hit the ban first.