Disappointment with the "VIP" Host program

[nef77]

I leveled up to Platinum V today, of course, which doesn't happen every day, and I was excited to receive my bonus.

 

I contacted my VIP host and she was on a few-hour reply mode, so of course I know that hosts have their own lives, so I waited patiently. When 6 hours passed and I still hadn't received a response, I contacted regular support, and they told me over and over again that they had nothing that could help me and that only my VIP host could help me.

 

After 7 hours, I was surprised to see that my host had gone into sleep mode without responding to me, which meant I had to wait at least another 12 hours, and maybe then she would respond.

 

I just want to understand why someone who plays a lot should lose support because of this? Shouldn't it be the other way around? Why is it even called "VIP" when it's clearly a step backwards?

[GotSeven]

They are waitng to eat you first If you get  balance

[WenWinAgain]

Sadly it seems like every site has this issue with their VIP program, it's advertised as the player gets preferential service/treatment, more/better rewards, yet continously that fails to happen.  

I just don't understand why sites do things like that. I should add I'm not a high ranking vip on stake.com yet so I can only speak to my experience at other places, however constantly people are complaining about it.