With the new VIP system, we've also updated how VIP support works.
This quick guide explains the difference between having a Dedicated Account
Manager and having a VIP Host, and what you can expect as you move up through the tiers.
What Is a Dedicated Account Manager? ⭐
A Dedicated Account Manager (AM) is your go-to person for VIP support. It's 1-on-1 help tailored to you – whether you need account assistance, personalised offers, or someone who actually knows your playstyle instead of giving generic replies.
Dedicated AMs are available at the higher VIP tiers. If you've got one assigned, you can message them directly anytime and they'll take care of you.
What Is a VIP Host? 🎯
A VIP Host is part of GemBet's wider VIP team.
VIP Hosts are available for players at Sapphire tier and above. Instead of waiting for you to reach out, they focus on keeping an eye on your activity and getting in touch when there's something worth knowing – like a personalised offer, a campaign you're eligible for, or a reward that's just unlocked for your account.
Here's the kind of stuff VIP Hosts usually handle:
Welcoming you when you hit a new tier
Sending targeted campaigns and personalised offers
Reaching out if you're eligible for a winback
Giving you a nudge when you're close to the next tier
One thing to note: VIP Hosts don't handle on-demand bonus requests or act as direct support. Their role is all about proactive outreach.
How Do I Know If I Have a Dedicated Account Manager? 🔍
If you've been assigned a Dedicated Account Manager, you'll see this perk listed on your VIP page.
And don't worry – once you're assigned one, they'll also reach out to you directly so you know exactly who your go-to person is.
What If I Don't Have a Dedicated Account Manager? 🤝
If you don't currently have a Dedicated AM, no stress – your account is still being looked after.
The VIP Host team keeps an eye on things in the background, and if something personalised opens up for you (an offer, a campaign, a reward), they'll reach out to you directly on-site.
I Used to Have an Account Manager. What Changed? 🤔
With the new VIP system, Dedicated Account Manager support has become a more exclusive perk for the higher tiers. It's part of a bigger shift toward more personalised, proactive VIP engagement.
If your account is still in a tier that includes AM support, nothing changes for you – your Dedicated AM stays with you as usual.
Can I Request to Be Contacted by the VIP Team? 👋
VIP Host outreach isn't something you can manually trigger. They reach out based on your account activity, available campaigns, and any exclusive opportunities that open up for you.
If there's something personalised waiting on your account, the team will contact you directly on-site.
I Spoke to a VIP Host Before About a Bonus. Why Can't I Now? 💡
VIP Hosts don't handle bonus requests anymore. They'll contact you when there's something specific available for your account.
If a VIP Host previously reached out to you with a particular offer and you want to follow up, just share a screenshot of that conversation with our Customer Support team. They'll pass the request along for you.
How Do I Get a Dedicated Account Manager? 🌟
Dedicated AM support unlocks as you move into the higher VIP tiers.
The VIP team reviews accounts regularly, and once you qualify, your Dedicated AM will be assigned and will reach out to you directly. You don't need to do anything – they'll contact you when it's your time.
Frequently Asked Questions 🔍
What's the Difference Between a VIP Host and a Dedicated Account Manager?
A Dedicated Account Manager gives you personalised, 1-on-1 support at the higher tiers.
A VIP Host focuses on proactive outreach – things like personalised campaigns, activity monitoring, and exclusive opportunities across the wider VIP programme. VIP Hosts are available from Sapphire tier onwards.
Will the VIP Team Contact Me on Telegram or WhatsApp?
Right now, on-site messages are the main way the VIP team reaches out with offers and opportunities. Depending on your service level, communication channels may vary, but on-site is the default.
My Friend Has a Dedicated AM. Why Don't I?
Dedicated AM support unlocks at the higher tiers. Keep progressing and, once you qualify, your AM will reach out to you directly.
Am I Still Considered a VIP Player?
Absolutely. You're still part of the GemBet VIP programme. Dedicated AM support is just one of the premium perks that unlocks as you move up – your VIP status and progression stay the same.
I Just Reached a Tier That Includes a Dedicated Account Manager. Where Are They?
Congrats on leveling up! Your Dedicated AM will be assigned soon and will reach out to you directly.
If you contact us during AM working hours, we can also pass along your Telegram handle to speed up the introduction. Outside of working hours, they'll get in touch once they're back online.