As Efialtis already mentioned, all reputable casinos will get complaints from time to time and all need to be handled in a good way as some compliants will have some truth in them. Personally, I recently decided to try to increase my vip level on bc.game as I like the site and never had big issues. The only thing I dont like is their extreme wagering requirements for the deposit bonus (the locked BCD). It is the highest wagering requirement in the industry
They may be reputable but there is no casino that is perfect in terms of other features and there are gamblers who seem to not understand it. Instead of waiting calmly for the reply of the costumer support, they will complain everywhere about the issue that they experienced. Then there are those complaints who are intentional and only created to damage the reputation of those casinos who are at the top. They are hoping that they can take their spot but this was hard if they will do it this way as bad karma can take a revenge at them.
I don't know if how much is their wagering requirement but 10k dollars must be the minimum for the first level of VIP in most casinos. Was it higher than that? If yes then don't stress yourself out but just enjoy the game like you used to do.