Escalating crypto staking cases

Customers may contact customer service if they encounter any type of issue regarding the crypto staking option. However, it is important to filter the concerns and identify the ones that truly merit an escalation.

Before escalating any cases, check the following:

Types of Staking offered

Make sure the customer has chosen the correct type of crypto staking. Doubts or concerns about rewards and expectations can sometimes be affected by the wrong selection.

• Flexible: rewards are released every 30 minutes.

• Fixed-term: rewards are released a day after accumulation starts and then are released daily.

• Boosted Fixed Term: wagering must be completed to receive rewards.

Remember that all rewards are divided: 50% to the balance and 50% allocated to calendar. All calendar bonuses need to be claimed on the appointed date and time.

Redemption process

Users are allowed to request an early redemption of their staking. However, it is important to clarify that this option has a fee and conditions. Customer Service is not in charge of this procedure, but should know how to explain to the customer the process.

Early Redemption Conditions:

• Penalty: A fee of 5% of the principal will be applied upon redemption.

• Reward Handling: All distributed staking rewards will be fully deducted.

Redemption Process:

• Users must submit an early redemption request through the platform interface.

• The system will automatically compute and subtract the applicable penalty and any distributed rewards.

• The remaining principal will be credited back to the user’s account balance.

Calculation of the total stake

XYes.com employs a multiplier system based on various game types to determine the total stake for the Boosted Fixed-term, outlined as follows:

Original Games:

• Multiplier: 0.75

• Example: A bet of 1,000 USD results in a total stake of 750 USD.

Slot Games:

• Multiplier: 1.0

• Example: A bet of 1,000 USD results in a total stake of 1,000 USD.

Sports Betting:

• Multiplier: 3.0

• Example: A bet of 1,000 USD results in a total stake of 3,000 USD.

Game Types Excluded from Total Stake:

• Live Casino

• Table Games

• Special Games

Total Stake Calculation Formula: Total Stake = Bet Amount × Game Type Multiplier

Tier Threshold

Pending to add.

The escalation

If after checking all these aspects of the crypto staking option, 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 customer service agent and screenshots that show the customer's problem clearly.

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.