you have summed it correctly because it seems that users are not appreciating the freebies given by Stake, and if they want VIP benefits simply wager like those high rollers do, because I don’t really expect Stake to change their model to satisfy few user’s.
The VIP's getting more attention is not really something unique for stake neither. All casinos in the world would do something like that. If a person who wagered over a million dollars in a single month comes out and says that they are facing a problem, you wouldn't care about the guy who lost 105 bucks in gambling, you would ignore that for a second and take care of the rich one first. That is how business' stay afloat.
I would love to see a world where we all have enough help and nobody gets priority help compared to other people. However, we do not live in that world and it is normal for some people to get the attention of a company more than the other people.