Bonus escalation

The site has many options for players to be rewarded for their action and for many other different reasons. With so many options to get bonuses from, it is important that customer service agents understand how the bonuses work and what is the expected behavior.

Bonus issues escalation

Important aspects to review before making an escalation include the bonus requirements for each type of bonus, such as:

• Is it the first, second or third deposit?

• Is the deposit made within the appointed time to be triggered?

• Is the customer participating at the right time UTC+0 to trigger the bonus?

• Was the player amongst the appointed number of players that can receive the bonus?

• Did the player place bets on the correct platform to participate for the bonus?

• Did the player participate within the stipulated time for the bonus?

• Did the player meet the minimum betting amount to participate?

• Is the player checking for the bonus on the correct day of the day, week or month?

• Did the player forgot to claim or use the bonus before expiration date?

• Does the customer has the level required to receive the bonus? VIP or SVIP?

• Did the customer forget to deposit to meet the requirements?

• Is the customer currently in profit? (for weekly cashback)

• Has the wager placed already been graded? (for instant rebate)

• Is the account turnover on zero? (for the monthly cash gift)

• Has the customer completed the appointed KYC level to receive bonus? (for birthday bonus)

• Did the customer missed a day to log in the site? (for daily check-in reward)

• Did the customer missed a type of bet? (for the diverse betting reward)

• Has the user the customer referred to the site not completed their first bet? (for the referral mission)

• Has the user not shared any gaming experience on social media? (for the social media interaction)

• Did the user not place bet on the correct matches for the promotion? (for specific sports promotions)

• Did the bet they place lost or won? (for specific sports promotions)

• Did the customer use bonus funds to place the wager or used free spins? (for the casino cash rain event)

• Was the customer not in chat when the bonus was dropped? (for chatroom cash rain)

• Was the customer not fast enough when he replied to the question? (for guessing king)

• Did the customer provide an old password from a previous event? (for the daily password)

• Was the customer's shared comment not the most liked one? (for the share to win)

Any other type of question that you believe applies in order to understand why a customer did not receive a bonus, is valid. Only after you have exhausted all your resources, you should escalate the case to be checked by our developers' team.

Requesting screenshots from the customer is also essential to compare the information they are seeing and the one we can see in the back office.

For example, if a customer claims that they have claimed several bonuses from the calendar in the past 3 days and their balance has not updated and neither has the transactions report, it is paramount to request screenshots for both; their calendar and their transactions report:

In the screenshots you can see that what we see in the calendar and what he sees in his transaction report do not match. This is a case that requires to be escalated.

If after checking all these aspects of the bonuses, the case is still not clear, then you may proceed with the escalation process to have our developers' team check it.

It is important to include all pertinent account's information, the issue the customer is claiming to have, all investigation done by the customer service agent and screenshots that show the customer's problem clearly.

Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.

Create the correct expectations with the customer and let them know that we do not have an estimated time frame for the issue to be solved, but that we will contact them as soon as we have an update.