Promotion related issues

XYes.com offers a wide variety of promotion aside from the bonuses that all customers have access to. These can include: sports event bonuses, casino game promotions, free spins, tournaments, and VIP exclusive events to enhance players' gaming experience.

In order to participate or find the promotions available to them, customers are required to log into their account, go to the "Promotions" or "Offers" page, where they can see all the current available promotions. Select the promotion they are interested in and follow the instructions to meet the participation requirements.

All promotion bonuses usually come with usage restrictions and wagering requirements, and the bonuses will be proportionally allocated to the account balance based on the customer's VIP level.

Customers can claim the daily allocated bonuses in the calendar. These requirements will be detailed in the promotional terms, so customers need to ensure they use the rewards within the time limit to avoid expiration.

In most cases, customers can participate in multiple events at the same time, but there may be certain restrictions or priorities. Customers must carefully review the rules or terms of each event.

XYes.com will announce new promotions through website notifications and chatrooms (including the website chatroom and TG channel chatroom). We should recommend the customers to subscribe to our newsletter to receive updates on promotions as soon as they are available.

Rewards not credited to the account

Customer might have claims about not receiving the rewards they were entitled to for a promotion.

As customer service agents, it is important that you review all pertinent details about the promotion and make sure the customer complied with all of them before making an escalation.

The escalation

If after checking all the aspects of the promotions, 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.

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.